Return & Refund
HOROW gladly accepts returns within 30 days from the delivery date, provided the product remains uninstalled and in its original packaging. This return policy period extends to a full refund of the product. This applies only to the original purchaser. Proof of purchase will be required in the case of a claim.
Order Modifications or Cancellation
After your order has been placed, you have 12 hours to contact support@horow.com and request order modifications, a change of address, or a cancellation. After 12 hours, your order has already been placed in order processing and can no longer be modified.
How to Make a Return
Begin by emailing us at support@horow.com, stating your order number. We will then provide you with instructions and a return address to ship your set back. All returned items undergo inspection to determine eligibility for a refund. Please ensure that the products are in their original condition, undamaged, unstained, and unused. Goods damaged due to improper handling will not be accepted for return.
Note: Please do not return the items to the original shipping address on the shipping label. We strongly recommend using a trackable shipping option, as this can greatly expedite the process.
What is the return period?
We provide a refund & exchange period within 30 days from the date that you receive your package.
Do I have to pay for the return shipping?
1) 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.
2) 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, along with pictures of the problem. We will review the case once we receive your email, then offer you some solutions.
How to Exchange?
First e-mail us at support@horow.com with your order number, explaining the reason for the exchange and specifying the desired exchange item. Our customer service team will review the case once we receive your email, then offer you some solutions. Note:The item must be in its original packaging and the receipt must be issued back to us. Please note that exchanges are only available for the same product and not for a different product of varying price value.
Do I have to pay for the exchange shipping?
1) If you want to exchange an item without any quality problem, please email us at info@horow.com with your order number details. We will provide you with the return address, and you'll be responsible for the shipping fee and any price difference.
2) If the item you received has any quality problem, such as wrong or damaged products, you don't need to pay for the exchange shipping. 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.
When will I receive my exchange?
We will arrange the delivery of the new order after confirming that the returned products are in usable condition. 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 day to process all orders. Please use reputable logistics companies like DHL, UPS, USPS, or FedEx for safe delivery, and do as we suggest. Standard shipping typically takes 5-7 business days for delivery.
Preorders
Payments for preorders are non-refundable and non-transferable. 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 canceled 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.
Non-Returnable Items:
- There are instances 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
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 conduct 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.
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, after these steps, you still haven't received your refund, please contact us at support@horow.com.
Thank you for choosing HOROW, where quality and customer satisfaction are our top priorities.