Return & Refund Policy
At HORAE V, we want you to feel confident with your purchase. If you are not fully satisfied with your order, please contact our customer care team before sending anything back. We will review your request and provide the correct return instructions and return address.
Please do not return your item without first receiving return authorization from HORAE V. Unauthorized returns may cause delays or may not be accepted.
30-Day Return Policy
You may request a return within 30 days from the date your order is delivered.
To be eligible for a return, the item must be:
- Unworn and unused
- In its original condition
- Returned with the original packaging
- Returned with all accessories, manuals, tags, warranty card, and proof of purchase
- Free from damage, scratches, stains, odors, or signs of wear
Returns that do not meet these conditions may be refused or may be subject to a deduction from the refund amount.
How to Start a Return
To start a return, please contact us at:
Email: support@horaev.com
Please include:
- Your order number
- The email address used for the order
- The reason for return
- Clear photos of the product and packaging, if requested
Once your return request is approved, we will provide the return address and return instructions.
Refund Process
After we receive and inspect the returned item, we will notify you whether the refund has been approved.
If approved, the refund will be issued to the original payment method. Refund processing usually takes 3-5 business days after approval. Depending on your bank or payment provider, it may take an additional 7-10 business days for the refund to appear in your account.
We cannot issue refunds to a different card, account, or payment method.
Original shipping fees are non-refundable unless the return is due to an incorrect item or a confirmed product defect.
Exchanges
We offer one return or exchange request per order within 30 days of delivery, subject to approval and product condition.
For additional exchanges caused by non-quality-related reasons, customers may be responsible for the additional shipping cost.
Exchanged items will normally be processed within 3 business days after the returned item has been received and inspected.
Return Shipping
If the return is caused by a confirmed quality issue, incorrect item, or shipping error, HORAE V will cover or reimburse reasonable return shipping costs.
If the return is caused by personal preference, incorrect size or color selection, change of mind, or other non-quality-related reasons, the customer is responsible for return shipping costs.
We strongly recommend using a trackable shipping service. HORAE V is not responsible for returned packages that are lost, damaged, or delivered to the wrong address during return transit.
Return Labels
In certain countries or regions, prepaid return shipping labels may not be available due to local carrier or logistics restrictions.
If a return label cannot be generated, customers may be asked to ship the item to our designated return address using a trackable shipping method. If the return is approved as a quality-related issue, please provide valid proof of shipping cost for review and possible reimbursement.
Order Cancellation
If your order has not yet been shipped, please contact us as soon as possible to request cancellation.
Once an order has been shipped, it cannot be cancelled. After receiving the package, you may contact us to request a return according to this policy.
Non-Returnable Situations
Returns may not be accepted in the following cases:
- The return request is made more than 30 days after delivery
- The item has been worn, used, damaged, altered, or repaired
- The item is missing original packaging, accessories, warranty card, manual, or proof of purchase
- The item was damaged due to misuse, accident, improper handling, or unauthorized repair
- The item was returned without prior authorization
- The package was sent to the wrong return address
Damaged or Missing Parts
If returned items are missing parts or are not returned in original condition, deductions may be applied to the refund amount.
Possible deductions may include missing or damaged packaging, missing manuals, missing warranty or authenticity cards, missing strap parts or accessories, missing gifts with purchase, or other damage assessed based on the actual condition of the returned item.
Return Address
Please contact HORAE V customer care before sending any return. We will provide the correct return address based on your location and order details.
Contact Us
Email: support@horaev.com