Refund Policy

Refund & Returns Policy

Last updated: 13/07/2025

At Horizon Ecomm, we want you to be completely satisfied with your purchase. This policy explains your rights and our procedures, in line with UK consumer law, including the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

1. 30-Day No-Quibble Money-Back Guarantee

In addition to your legal rights, Horizon Ecomm offers a 30-day no-quibble money-back guarantee.

If you’re not completely happy with your product for any reason, you can return it within 30 days of receipt for a full refund — no questions asked — as long as:

  • The item is not damaged, used, or defective

  • The item is in resellable condition, with original packaging where possible

  • You contact us first for return instructions

Buyers are responsible for return postage under this guarantee.

2. Your Legal Right to Cancel (UK Cooling-Off Period)

As a UK consumer, you have the right to cancel your order within 14 calendar days of receiving your goods. You then have another 14 days to return them.

This right applies whether or not the product is faulty. To exercise this right, contact us in writing within the 14-day window.

3. Damaged or Misdescribed Items

If you receive an item that is damaged, faulty, or not as described:

  • Contact us within 14 days of delivery

  • We will offer a full refund or replacement

  • We will cover all return shipping costs for faulty or misdescribed items

4. Return Eligibility

To be eligible for a return (under either the 30-day guarantee or legal cancellation right), the item must:

  • Be in its original condition

  • Be unopened if it is a sealed or hygiene-sensitive product

  • Be unused and not damaged by the customer

5. Non-Returnable Items

Certain products are excluded from returns under UK law:

  • Personalised or custom-made items

  • Perishable goods (e.g. food, flowers)

  • Sealed health or hygiene products once opened

  • Digital downloads once accessed

6. Return Postage Costs

  • You pay return postage for change-of-mind returns (including the 30-day guarantee)

  • We pay return postage for faulty, damaged, or misdescribed items

We recommend using a tracked service. We cannot process refunds until the item is received and inspected.

7. Refunds

Once we receive and inspect your return, we’ll notify you of approval or rejection. If approved:

  • Your refund will be issued to your original payment method

  • Refunds will be processed within 14 days of receiving the returned item

8. How to Request a Return

To request a return, please contact our customer service team at:
info@horizonecomm.co.uk

Include your order number, the reason for return, and request return instructions. Do not send your item before contacting us.

9. Exchanges

We do not offer direct exchanges. If you need a different item, please return your purchase for a refund and place a new order.

10. Sale Items

We accept returns on sale or discounted items unless otherwise stated. These are subject to the same return conditions as full-priced items, unless excluded by law.