CHANGE OF MIND
I no longer want the item.
For most online purchases, tell us within 14 days after delivery. The product must be eligible for cancellation.
View the return stepsRETURNS, CLEARLY EXPLAINED
Returns without the runaround.
Changed your mind or received something that is not right? Start with Horizon and we will guide you to the correct next step.
Horizon is your retailerContact us—not a marketplace supplier.
Instructions before postageWe confirm the correct return destination.
Your rights remain protectedThe policy does not reduce statutory remedies.
CHOOSE YOUR ROUTE
What happened with your order?
The right process depends on whether you changed your mind, the product has a problem, or the parcel has not arrived.
PRODUCT PROBLEM
It is faulty, damaged or incorrect.
Send the order number, a description and useful photos. We will assess the correct remedy and reasonable return cost.
Report the problemDELIVERY ISSUE
It has not arrived.
Do not start a return for an undelivered parcel. Check tracking first, then contact support if the update is overdue or unclear.
Check delivery helpTHE RETURN PROCESS
Four steps. One point of contact.
Always contact Horizon before posting anything. This protects your return and ensures it goes to the destination assigned to your order.
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01
Tell Horizon
Email us within 14 days after the day your order is delivered. Include your order number and say which item you want to return.
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02
Wait for instructions
We will confirm the correct return destination and any product-specific instructions. The address may differ from the parcel label.
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03
Pack it carefully
Include all supplied parts and protect the item for transit. For damaged or incorrect goods, take clear photos before packing.
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04
Send and keep proof
Return the item within 14 days after telling us you are cancelling. Use a tracked service and keep the receipt or proof of postage.
Do not return the parcel to the sender address automatically.
Products may be dispatched by third-party fulfilment partners, including suppliers outside the UK. A supplier or parcel-label address is not necessarily an authorised returns address. Wait for written instructions from Horizon.
WHAT TO EXPECT
The policy at a glance.
CHANGE OF MIND
Eligible 14-day cancellation
- Tell us within 14 days after delivery.
- Send the goods within 14 days after telling us.
- You normally pay the direct return cost.
- Standard outbound delivery is refunded when applicable.
- A deduction may apply for handling that reduces value.
PRODUCT PROBLEM
Faulty, damaged or incorrect
- Contact us promptly with the order number.
- Explain the issue and provide useful evidence.
- Horizon assesses the appropriate legal remedy.
- We cover reasonable return costs where goods do not conform.
- Your statutory rights are not limited to 14 days.
YOUR REFUND
From return to repayment.
For an eligible change-of-mind cancellation, the refund includes the amount paid for the returned item. Horizon delivery to eligible UK addresses is free, so there is no original outbound-delivery charge to deduct.
We normally return funds to the original payment method. The time taken for the credit to appear after we issue it depends on your bank or payment provider.
Return receivedOr valid evidence of postage arrives first
Return checkedItem, eligibility and order details reviewed
Refund issuedWithout undue delay and within the applicable 14-day limit
Bank processingThe credit appears after provider processing
CHANGE-OF-MIND EXCEPTIONS
Some products cannot be returned once supplied or opened.
The legal right to cancel may not apply to the following categories:
- Goods made to your specification or clearly personalised
- Goods liable to deteriorate or expire rapidly
- Sealed health-protection or hygiene goods once unsealed
- Sealed audio, video or computer software once unsealed
- Goods inseparably mixed with other items after delivery
These exceptions concern change-of-mind cancellation.
They do not remove your rights where goods are faulty, unsafe, misdescribed or otherwise do not conform to the contract.
OPTIONAL WORDING Cancellation notice template
You may copy the wording below into an email. You do not have to use this exact format—a clear statement that you want to cancel is enough.
To: Horizon Superstore — support@horizonsuperstore.co.uk
I give notice that I cancel my contract for the following goods:
[Product name]
Order number: [Order number]
Ordered on / received on: [Date]
Name: [Your name]
Address: [Your address]
Date: [Today’s date]
COMMON QUESTIONS
Returns, answered.
Open a question for the practical detail. If your situation is unusual, contact Horizon before taking action.
01 When does the 14-day period begin?
For most goods, it begins the day after you—or a person you nominated—receives the order. Tell us that you want to cancel before the 14-day period ends. You then have a further 14 days to send the goods back.
02 What if one order arrives in several parcels?
Where one order is delivered in separate parcels on different days, the cancellation period normally runs from the day after the final parcel is received.
03 Do I need a Horizon account to return something?
No. Guest customers can email us using the address below. Include the order number, billing email and the name of the item so we can locate the purchase.
04 Who pays the return postage?
For an eligible change-of-mind return, you normally pay the direct return cost unless we agreed otherwise. If an item is faulty, damaged, misdescribed or incorrect, Horizon will cover reasonable return costs or provide another suitable return method.
05 Will I be charged for the original delivery?
No. Delivery to eligible UK addresses is free on every Horizon order, so there is no original outbound-delivery charge to deduct from your refund.
06 When will I receive my refund?
For a change-of-mind cancellation, we refund without undue delay and no later than 14 days after we receive the goods back or receive evidence that you sent them, whichever happens first. Your bank or payment provider may then need additional processing time.
07 Can I open or inspect the product?
You may normally handle an item as you reasonably would in a shop to establish its nature, characteristics and function. We may reduce the refund if handling beyond that causes a loss in value. Separate exclusions can apply to unsealed hygiene goods and certain sealed products.
08 Where should I send the return?
Contact Horizon first and use only the destination we confirm. Do not send an item to an AliExpress seller, another supplier, or an address printed on the original parcel unless Horizon expressly instructs you to use it.
09 What if the item is faulty, damaged or not what I ordered?
Contact us promptly with your order number, a clear description and useful photos or a short video. This is handled as a product problem rather than an ordinary change-of-mind return. Your statutory rights are not limited by the 14-day policy.
10 Can I cancel before the order is dispatched?
Contact us immediately. We will try to stop fulfilment, but direct-supplier processing can begin quickly. If the parcel has entered the delivery network, you may need to receive it and follow the return process.
11 How is the refund paid?
Refunds are normally issued to the original payment method. We will not charge a fee for issuing a refund. If the original method is unavailable, we will contact you about a lawful alternative.
NEED A HUMAN?
Talk to Horizon.
We remain your retailer even where a fulfilment partner dispatched the product directly.
Last reviewed 25 July 2026. This page explains Horizon’s practical process and should be read with our Terms & Conditions. Nothing here limits rights that cannot lawfully be excluded.