EXCHANGE OF DEFECTIVE PRODUCTS

Whilst rare, if your product is defective, HORI will propose an exchange of the same product, or in the case of that product being out of stock, will propose to you an alternative product. HORI will cover the cost of return shipping for the defective product.  The return label will be provided to you once the return is authorised, along with instructions for returning the product to us.
To initiate an exchange of a defective product, you must first contact us at info@horiuk.com with your order number in the subject line. This step is important. We reserve the right not to accept and process any products returned to us without our prior authorisation. HORI may propose troubleshooting steps appropriate to the particular issue you are facing to carry out first.
Unauthorised returns will not be refunded, exchanged, or reshipped to you.
Please see WARRANTY section further down for more information of your rights regarding defective products.

Only products purchased via our webstore (address) are eligible for exchanges with us directly. For products that were not purchased on our webstore, please first get in contact with the company from which you purchased the Product.

RETURNS

Customers have 14 days (counted from the day they receive the products) to withdraw from the purchase for a full refund. During these 14 days if you change your mind and decide not to keep the product for any reason, you can cancel the Contract and receive a refund.

To initiate a return, you must first contact us at info@horiuk.com with your order number in the subject line. This step is important. We reserve the right not to accept and process any products returned to us without our prior authorisation. Unauthorised returns will not be refunded or reshipped to you.

You will be asked to confirm the reason for the return and to provide your proof of purchase. Once a return is approved, you have a further 14 days to return the product to us.  You will be provided with an RMA number which must be clearly marked on the packaging. You are responsible for shipping the return to us using a traceable method. The return shipping fees and original shipping fees will not be refunded. HORI is not liable for products lost in transit.

To be eligible for a refund, your item must be in the same condition that you received it, with the original packaging. You must also take care to package the product in such a way that the outer packaging will not be damaged during transit.  If the product is not returned in the expected condition, we reserve the right to refuse a refund. 

Only products purchased via our webstore (address) are eligible for returns to us directly. For products that were not purchased on our webstore, please get in contact with the company from which you purchased the Product.

You can always contact us for any questions regarding returns at info@horiuk.com.

 

REFUNDS

We will notify you once we have received and inspected your return to let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process the refund.

 If more than 20 business days have passed since we have approved your return, and you have not received your refund, please re-contact us with the original e-mail chain and order number at info@horiuk.com.

All refunds will be applied to your original method of payment.

 

DAMAGES AND ISSUES

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so that we may evaluate the issue and propose a solution.

Certain types of items cannot be returned, such as custom products.

 

WARRANTY

We are liable for material defects in accordance with the applicable statutory provisions. The statutory limitation for defective products is two years from the date of delivery. If you start to experience issues with your product within 2 years of purchasing, please first visit our troubleshooting page. If troubleshooting does not solve the issue and you require further assistance, please contact us at info@horiuk.com so we can assess the issue and propose a solution.

Please note, this warranty does not apply to normal wear and tear over an extended period of time, or when the product has been damaged due to usage not in accordance with product instructions, misuse, negligence, improper installation, or if it is modified or tampered with. Products purchased from unauthorized dealers, including second hand purchasing online or through any resellers, shall not be covered under this warranty.