Refund Policy
At HOROW, we are committed to providing products that perform as promised. If you are not completely satisfied with your purchase, we will gladly offer you a refund, exchange within 30 days from receipt of product.
1. Order Modifications or Cancellation
After your order has been placed, you have 12 hours to contact support@horow.com and request order modifications, change of address, or a cancellation. After 12 hours, your order has already been placed in order processing and can no longer be modified.
2. How do I make a return?
First e-mail us at support@horow.com and let us know your order number. Then we will provide you with instructions and a return address to ship your set back. All returned items will be inspected to see if you have the qualify for a refund. Please ensure that the original appearance is not damaged, no stained and no used. If the goods are damaged due to your improper operation, we refuse to return the goods.
Note:
Please do not return the items to the original shipping address on the shipping label.
We highly recommend to ship your set via a trackable shipping option, as that can greatly expedite the process.
3. What is the return period?
We provide a refund & exchange period within 30 days of the date that you receive your package.
4. Do I have to pay for the return shipping?
- Personal Reason: Dislike/Unsuitable for Return
Yes, you are responsible for all return shipping costs. We recommend that you send your return with a tracking option, because we will not be responsible for lost returns. - Quality Problem: Wrong/Damaged Products for Return
No, you don't need to bear the return shipping costs. Please send us an email with your order number details, also the problem pictures. We will look into the case once we receive your email, then offer you some solutions.
5. How to Exchange?
First e-mail us at support@horow.com and let us know your order number. Explain why you want to exchange and exchange what. Our customer service team will look into the case once we receive your email, then offer you some solutions.
Note: The item must also be in the original packaging and the receipt must be issued back to us. Please note that you only can exchange for the same product and not another product of different price value.
6. Do I have to pay for the exchange shipping?
- If you want to exchange an item without any quality problem for exchange, please send an email to us at support@horow.com with your order number details. We will offer you the return address. But you are supposed to pay the shipping fee and the price difference.
- If the item you received has any quality problem, such as wrong or damaged products, you don't need to pay for the shipping of exchange. Just send us an email with your order number details, it will be more persuasive if you attach a picture of the packing box containing the shipping information and a picture of the item you received in the email. We will look into the case once we receive your email, then offer you some solutions.
7. When will I receive my exchange?
We will arrange the new order delivery after we have received, and confirmed that the returned products can be also used. All customers must contact us after sending the package back and provide us with the tracking information, in order for us to place the order for your exchange. It takes 1 business days to process all orders. Please use the safe logistics company such as DHL/UPS/USPS/FedEx delivery company, and do as we suggest. Usually orders take 5-7business days to be delivered with standard shipping.
8. Preorders
Payments made for preorders are non-refundable/non-transferrable.
Preordered products that have been released will be reserved for 30 days. Customers are required to collect their preorders within 30 days, starting from the date of notification from us or our staff.
After 30 days have passed, your preorder will be cancelled without any prior notice and refunds will not be issued.
In the possible event of a customer being unable to make the collection due to personal reasons, Horow will reserve all rights to amend the reservation period wherever necessary for the customer.
Customers are required to bring along their preorder receipt or order confirmation email to our store while collecting the preorder, for verification purposes.
Refunds may only be issued if the preordered item is not fulfilled by us.
9. Non-Returnable Items:
There are certain situations where only partial refunds are granted (only if applicable):
- Obvious signs of use
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 30 days after delivery.
10. Refunds (only if applicable):
- Once we accept your return request, please return the products to our company at the address provided by our customer service team. We will make a check. Please be assured that the refund will normally be completed within 7 working days.
- Once your refund is approved, your PayPal account or credit card will receive a refund from us (Within 7 Working days).
- If you still have not received a refund, please check your account number or contact your credit card bank account. It may take several business days for your credit card account to announce your refund details.
If your refund is delayed or lost, please contact us in time. Our email address is: support@horow.com.
11. Late or missing refunds (only if applicable):
- If you haven’t received a refund yet, first check your bank account again.
- Then contact your credit card company, it may take some time before your refund is officially posted.
- Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at support@horow.com.
