Refund policy

Last updated: July 30, 2026

1. Overview We want you to be satisfied with your purchase. If you are not completely happy, we're here to help.

2. Return Eligibility To be eligible for a return, items must be:

  • Returned within 14 days of delivery
  • Unused, unworn, and in original packaging
  • Accompanied by proof of purchase (order number or receipt)

The following items are not eligible for return:

  • Items marked as final sale
  • Perishable or hygiene-sensitive products
  • Customized or personalized items

3. How to Request a Return To initiate a return, contact us through our website's contact page with your order number and reason for return. We will respond within 2–3 business days with instructions.

4. Refunds Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 7–10 business days.

5. Late or Missing Refunds If you haven't received your refund after 10 business days, please check with your bank or payment provider first. If the issue persists, contact us and we'll investigate.

6. Damaged or Incorrect Items If you received a damaged, defective, or incorrect item, please contact us within 7 days of delivery with photos of the item. We will arrange a replacement or full refund at no cost to you.

7. Return Shipping Costs

  • If the return is due to our error (wrong or defective item), we will cover return shipping costs.
  • For all other returns, the customer is responsible for return shipping costs.

8. Exchanges We do not offer direct exchanges. If you need a different item, please return the original and place a new order.

9. Cancellations Orders can be cancelled within 24 hours of placement. After that, the order may already be in processing with our supplier and cannot be cancelled.

10. Contact For any refund or return inquiries, please reach out through our website's contact page

11. Third-Party Fulfillment & Delivery Disclaimer New HorizoneHome acts as a retailer and does not directly handle the storage, packaging, or shipment of products. All orders are fulfilled by third-party suppliers. As a result:

  • We are not responsible for delays caused by the supplier or shipping carrier.
  • Delivery timeframes are estimates only and cannot be guaranteed.
  • In the event of a lost or significantly delayed shipment, we will work with our supplier on your behalf to resolve the issue, but we cannot guarantee outcomes outside of our control.