Refund policy

Return & Refund Policy – The Horizon Collections

At The Horizon Collections, we want you to love your purchase. If something isn’t right, we’re here to help. This policy is designed to ensure a fair, transparent, and smooth experience for both our customers and our team.

1. Quick Overview (TL;DR)

  • Return Window: Within 7 calendar days from the date of delivery, for eligible cases only

  • Eligible Reasons: Damaged items or incorrect items sent by us

  • Condition: Items must be unworn, unwashed, unused, and with original tags intact

  • Damaged Items: Must be reported within 48 hours of delivery with an uncut unboxing video

  • Exclusions: Sale/clearance items and change-of-mind or personal preference returns are not accepted

2. When You Can Return or Exchange

We accept returns or exchanges only in the following situations:

✔ Damaged on Arrival

If the product is damaged during shipping.

✔ Incorrect Item Sent

If you receive the wrong product, colour, or size due to an error on our part.

3. Items Not Eligible for Return or Exchange

To maintain hygiene, safety, and fair pricing, we cannot accept returns or exchanges for:

  • Items that have been worn, washed, altered, or used

  • Items without original tags or original packaging

  • Items purchased during sale or clearance events

  • Returns requested due to change of mind or personal preference

  • Minor variations in colour, print, or texture caused by lighting, photography, or screen differences

4. Unboxing Video Requirement

To help us process claims efficiently and prevent misuse:

What We Require

  • A single, uncut video starting before the package is opened

  • The shipping label must be clearly visible

  • The video should continue without pauses until the item is fully inspected

Why This Is Needed

This allows us to verify issues accurately, hold courier partners accountable, and resolve cases faster.

5. How to Initiate a Return or Exchange

Step 1: Contact Us

Reach out to us within the applicable timeframe via:

Please share:

  • Your order number

  • Reason for return or exchange

  • Unboxing video (if applicable)

Step 2: Request Review & Approval

  • Our team will review your request and respond within 2 business days

  • Return or exchange requests are subject to approval based on this policy

Step 3: Return Shipping

  • Damaged or Incorrect Items:
    We will cover all return shipping costs.

  • Any other approved cases:
    The customer is responsible for return shipping. Please use a trackable courier service.

Customers are responsible for the item until it safely reaches our warehouse.

6. Refund Timelines

Once we receive and inspect the returned item, we will notify you of approval or rejection.
Approved refunds are processed to the original payment method as per the timelines below:

Payment Method Refund Timeline (Business Days)
UPI 5
Wallets 3 – 5
Net Banking 5 – 7
Credit/Debit Cards 7 – 14
Cash on Delivery (COD) 7 – 10 (via bank transfer)

  • Shipping charges paid at the time of purchase are non-refundable

  • Refund timelines begin after approval and processing, not from the return request date

  • Refund timelines may vary depending upon the banking/wallet partners.

  • COD refunds require valid bank details; cash refunds are not provided

7. Important Notes

  • The Horizon Collections reserves the right to decline any return or exchange that does not meet the above conditions

  • Items failing quality checks upon return may not be eligible for a refund or exchange

  • This policy is in accordance with the Consumer Protection Act, 2019 and applicable Indian e-commerce laws

  • By placing an order on our website, you agree to this Return & Refund Policy

If you have any questions or need assistance, our support team is always happy to help.