At Horrizon AI, we want customers to have a clear understanding of how returns, exchanges, and refunds are handled. This policy applies to purchases made through our ecommerce store and is intended as general business guidance, not legal advice.
For case-specific help, customers should contact support at [email protected] as soon as possible after receiving the item or identifying a problem.
Returns may be accepted for eligible items when a request is made within a reasonable return period from the date of delivery and the item is unused, in original condition, and, where applicable, in original packaging with accessories, tags, manuals, or proof of purchase.
To help us review a return request, customers may be asked to provide order details, photos, and a clear explanation of the issue.
If you receive a damaged, defective, incomplete, or incorrect item, please contact us promptly at [email protected]. We may request photos of the item, packaging, shipping label, and invoice so we can review the issue and offer an appropriate resolution such as replacement, exchange, store credit, or refund where applicable.
Certain items may not be eligible for return or refund depending on their nature. Examples may include:
Before sending any item back, customers should contact support for return instructions. Unauthorized returns may be delayed or refused. Once your request is reviewed, we will advise whether the item should be returned and provide the next steps.
Customers should package returned items carefully to help prevent damage during transit. We recommend keeping shipment proof until the return is fully resolved.
All returned items are subject to inspection after receipt. Approval of a refund, exchange, or replacement depends on the item condition, the reason for return, and whether the request meets this policy.
If a returned item does not meet eligibility requirements, we may decline the return or discuss available alternatives with the customer.
When a refund is approved, it will generally be issued to the original payment method unless another reasonable method is agreed. Processing times can vary based on banks, payment gateways, and operational review times.
Original shipping charges may be non-refundable unless the return is due to our error, a wrong item, or a verified damaged or defective product.
Exchanges may be offered for eligible items, subject to stock availability. If a direct exchange is not possible, we may offer a replacement, store credit, or refund depending on the circumstances.
If the return is due to a customer preference change, incorrect selection, or other non-defect reason, return shipping costs are generally the customer’s responsibility. If the item received is incorrect, damaged, or defective due to our error or a verified fulfillment issue, we may assist with return shipping or provide a suitable resolution based on the case.
Customers should report delivery issues, damaged goods, missing items, or wrong items as soon as reasonably possible after delivery. Delayed reporting may affect our ability to verify and resolve the claim.
Once an approved returned item is received and inspected, we will aim to process the outcome within a reasonable timeframe.
Orders may only be canceled before they are processed or dispatched. If you need to request a cancellation, please contact [email protected] immediately. Once an order has been shipped or fulfilled, it may fall under the return process instead of cancellation.
If you need help with a return, exchange, refund, damaged item, or any case-specific concern, please contact our support team at [email protected].
