Return Policy
HOW TO RETURN
- Simply enter your order details on our Return Portal.
- We’ll send you all the relevant information to complete your return.
- Pack the product(s) in their original packaging.
- Drop the parcel off at a drop-off point.
- Once our warehouse has received and checked the products, we’ll refund all payments that we’ve received from you, excluding delivery and return costs, within 14 days of receipt of your notification.
RETURN POLICY
You can return luggage within 100 days and backpacks, bags, and accessories within 30 days without giving any reasons. For the holiday season only, we’ve extended the return period for all non-luggage orders placed after 15th November—these can be returned until 15th January. EU and UK returns are free; if you are based in Norway, Switzerland or elsewhere, please check the respective fees on our Return Portal.
Please understand that personalised items, such as Horizn ID, are excluded from exchange and returns. If you purchased luggage with a personalised luggage tag and wish to return it within the 100-day trial period, the cost of the luggage tag* and the cost of the monogramming** will be deducted from your refund. Please note that Limited Editions cannot be returned on the basis of signs of wear, scratches to the sticker, or loss of the print colour.
If you have purchased two items as a set and wish to return only one item from the set, the difference in price between the full-priced item and the discount will be deducted from the refund.
The return period is 100 days for luggage and 30 for backpacks, bags, and accessories from the day on which you, or a third party designated by you who is not the carrier, took possession of the goods. In order to exercise your right of return, you must inform us via our Return Portal of your decision to return the product(s). To meet the return period deadline, it is sufficient for you to send the communication regarding your exercise of the right of withdrawal before the return period has expired.
This return policy might differentiate between different points of sales. Please refer to the contracting party’s terms and conditions.
To request a return, simply enter your order details into our Return Portal. You will immediately receive all the relevant information to complete your return.
The products must be properly packaged and returned to us no later than 14 days after the return has been recorded in the portal. Returns are free in the EU and the UK. If you are located outside of these places, you are responsible for returning the product to Horizn Studios, as well as any associated costs. If you are located in Switzerland or Norway, the return fee that is communicated in the Return Portal will be deducted from the refundable amount.
*Cost of luggage tag is £20
**Cost of monogramming is £10
REFUNDS
As soon as the returning products have arrived at our warehouse and been processed, we are obliged to refund the purchase price minus shipping and return costs immediately or at the latest within 14 days of receipt of your notification.
If you have chosen a delivery method other than the lowest-priced standard delivery offered by us, we will not reimburse you for the higher costs incurred as a result.
Please note that refunds will be provided in the form of original payment. If the purchase was made using a Horizn Studios Gift Card, you will receive store credit for a future purchase.
You are only liable for any diminished value of the goods resulting from handling of the goods other than what is necessary to establish the nature, characteristics, and functionality of the goods.