Return Policy

How to return your order

For every return, the following applies:

Afterwards, you can choose from the following return options:

  • Return using a return label provided by us, in accordance with our return shipping cost policy
  • Return using a shipping carrier of your choice, at your own cost and arranged by you
  • Free in-person return at one of our Flagship Stores

Please note:
Purchases made in one of our Flagship Stores can only be returned at a Flagship Store. It is not possible to return store purchases by shipping.

Return conditions

For customers resident in the European Union and the United Kingdom, the statutory right of withdrawal of 14 days applies. The decisive factor for meeting the withdrawal deadline is the timely submission of the withdrawal declaration. Registering the return via our return portal is considered a withdrawal declaration. After the withdrawal has been declared, the goods must be handed over to the shipping carrier within a further 14 days. The decisive factor here is the date of handover to the shipping carrier.

Independently of the statutory right of withdrawal, we grant all customers a voluntary right of return of a total of 30 days from receipt of the goods. To meet this deadline, the date of handover to the shipping carrier is decisive.

The following applies:

  • If the goods are used beyond merely checking their condition, properties, and functionality, we reserve the right to deduct an appropriate reduction in value from the refund amount in accordance with statutory provisions. Further details can be found in the section “Signs of use and compensation for diminished value” below.
  • In the event of a full withdrawal, we will refund the value of the goods as well as the cost of the cheapest standard delivery. If at least one item is kept, the originally paid shipping costs will not be refunded.
  • A return under the voluntary right of return is only possible if the goods are returned unused, complete, and in their original packaging. Used goods are excluded from return.

Return shipping costs

General information on return shipping costs

For each return shipping label provided by us and created via our return portal, return shipping costs apply. These costs are charged as a flat fee and are based on the actual return shipping costs incurred. The return shipping costs are capped at a maximum of three return shipping labels (i.e. parcels) per order; any additional labels will not be charged separately.

Alternatively, you may organize the return shipment yourself and choose a shipping carrier of your choice. In this case, no return shipping costs will be charged by us.

European Union (Mainland):
If you use our prepaid return label, we will deduct a flat return fee of €5 per label or package from your refund amount. Return costs are capped at a maximum of €15 per order, even if more than three packages are returned.
Please note that different conditions apply to certain island regions within the EU, as outlined below.

United Kingdom:
If you use our return label, we will deduct £20 per label or package. The maximum deduction per order is £60, even if more than three packages are returned.

Switzerland:
If you use our prepaid return label, we will deduct CHF 20 per label or package from your refund amount. The maximum deduction per order is CHF 60, even if more than three packages are returned.

All other countries (outside EU mainland, UK, CH):
Customers are responsible for the full return shipping costs and must arrange the return shipment independently. A return label will not be provided. Please use the following address for your return:

HS New Travel GmbH
c/o Radial GmbH
Siriusstrasse 3
06116 Halle (Saale)
Germany

Returns due to a product defect

In the case of a return due to a product defect, we will fully cover the return shipping costs, regardless of the country.

Please contact us in advance via our contact form so that we can review the return and provide you with an appropriate return shipping label.

Excluded from return

Personalized products, such as luggage tags with monogramming as well as HORIZN ID products, are excluded from exchange and return.

If a piece of luggage was ordered together with a personalized luggage tag, the luggage itself can be returned, but the personalized luggage tag cannot. In this case, a flat amount of £35 will be deducted from the refund.

A return is excluded if there are signs of use, in particular wear, scratches resulting from use or from attaching or removing stickers, as well as use-related or light-related fading of printed colors on Limited Editions.

Signs of Use and Deductions for Loss in Value

You are entitled to inspect products as part of your statutory right of withdrawal – just as you would in a physical retail store. Minor signs of use that occur during such an inspection do not exclude the possibility of a return and will not result in any deduction.

Please note, however: Use that goes beyond mere inspection, for example an actual trip with a suitcase, may result in visible signs of use. In such cases, we reserve the right to deduct an appropriate amount for diminished value from the refund.

Depending on the condition, deductions may be applied as follows:

  • up to 30 % for visible scratches or wear
  • up to 50% for heavy use or missing packaging

After the statutory 14-day withdrawal period has expired, we can no longer accept used goods. A return is then only possible if the products are unused, in their original packaging, and complete.

Returns of set items

If you return individual items from a discounted set, we reserve the right to deduct the difference between the discounted and regular price from your refund.

Refunds

Refunds under the statutory right of withdrawal (EU and UK)

  • If the withdrawal is declared within the statutory period, we will refund the value of the returned items, minus any applicable return shipping fees, no later than 14 days from receipt of your withdrawal declaration.
  • We reserve the right to withhold the refund until we have received the goods or until proof of return has been provided.
  • If an order is returned in full, we will additionally refund the cost of the cheapest standard delivery option offered by us. Costs for any delivery method chosen beyond this, for example express shipping, will not be refunded.
  • If at least one item is kept, the originally paid shipping costs will not be refunded.
  • The refund will be issued using the same payment method that was used for the original order. We do not charge any fees for refunds.
  • If the order was paid for in whole or in part with a Horizn Studios gift voucher, you will receive a corresponding credit for future purchases.
  • Within the statutory 14-day period, compensation for diminished value may be deducted if the products were used beyond normal inspection or were not returned in proper packaging, resulting in a loss of value.
  • After the withdrawal has been declared, the goods must be handed over to the shipping carrier within 14 days. If the return is not made within this period, there is no entitlement to a refund.

Refunds under the voluntary rights of return

  • After the statutory 14-day period has expired, refunds are issued exclusively under our voluntary right of return. In this case, only unused, complete products in their original packaging will be accepted.
  • If these conditions are met, we will refund the value of the returned items in full no later than 14 days after receipt of the goods.
  • Originally paid shipping costs (outbound shipping) will not be refunded.
  • If our return shipping label is used, the return shipping costs applicable under our return shipping cost policy may be deducted from the refund amount.
  • Used goods can no longer be returned or refunded after the 14-day period has expired.
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