Return Policy

How to return your order

• Enter your order details in our return portal and select your preferred return method.
• You will receive all return instructions by email.
• Pack the items securely, ideally in the original packaging.
• Drop off the parcel at a parcel shop of the selected carrier.
• Once your return has been received and checked in our warehouse, we will refund your purchase amount in accordance with the return conditions below.

Return conditions

In addition to your statutory right of withdrawal, we offer you a voluntary return policy:

• 100 days return period for suitcase
  
• 30 days return period for all other products

The return period begins on the day you receive the goods. To exercise your return right, simply register the return via our return portal and send the goods back to us within the return period.

Return shipping costs

EU:
Returns are free of charge if the order value is 150 € or more. For orders under 150 €, a flat return fee of 5 € will be deducted from your refund if you use our prepaid return label. Alternatively, you can organise the return yourself at your own expense.

United Kingdom:
Returns are free of charge for orders of 150 GBP or more. For orders under 150 GBP, a flat return fee of 20 GBP will be deducted from your refund if you use our return label.

Switzerland:
For returns, we will refund the value of the goods minus the original shipping costs (outbound shipping). In addition, we charge a flat return fee of CHF 20, regardless of the order value, if you use our return label. This amount will be deducted from the refund. Alternatively, you can organise the return yourself at your own expense.

All other countries (outside EU, UK, CH):

Customers must cover the full cost of return shipping and organise the return independently. A return label will not be provided. Please use the following return address:

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

In the event of a return due to a product defect, we will cover the return shipping costs in full – regardless of the country. Please contact our Customer Care team in advance via our contact form so we can review the case and provide a suitable return label if applicable.

Excluded from return

• Personalised products, e.g. products with HORIZN ID

If you return a suitcase with a personalised luggage tag, the following amounts will be deducted from your refund:

• 15 € for the luggage tag
• 10 € for the monogram

Please note that returns are not possible for products that show signs of wear, scratches on the sticker, or faded print colours on Limited Editions.
Minor signs of use do not exclude a return. However, products with clear signs of wear or damage beyond normal inspection may be excluded or refunded at a reduced amount.

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

Once your return has been received and checked, we will refund your purchase amount – minus any applicable return fees – no later than 14 days.

If you selected a shipping method other than our standard free option, we will not refund any additional delivery costs.

The refund will be issued via the same payment method used for the original order. No fees will be charged for the refund.

If the order was paid (in whole or in part) with a Horizn Studios gift card, you will receive a credit voucher for future purchases.

Any depreciation in value will only be deducted if it results from handling beyond what is necessary to determine the nature, characteristics, and functioning of the item, or from improper packaging during return shipping.