Refund policy

We offer a 30-day return period, starting from the date your order is delivered.

How to return your product

  1. Contact Us: Email us at support@horizonfootwear.com within 30 days of receiving your order including your order number and the item(s) you wish to return.
  2. Receive Return Instructions: Our customer support team will provide you with the return instructions and confirm the return address.
  3. Send Your Return: Carefully package the item and send it to our returns facility. We recommend using a tracked shipping service, as you are responsible for the returned parcel until it reaches our returns facility.
  4. Receive Your Refund: Once we receive your returned item, we'll process your refund within 7 days using your original payment method. If your item is faulty, damaged, or incorrect, we'll arrange a replacement, a full refund, or reimburse the return shipping costs where applicable.

Return costs

For change-of-mind returns, customers are responsible for the cost of returning the product. We do not provide prepaid return labels for change-of-mind returns.

If your product is faulty, damaged or incorrect then we will cover the cost of returning the product.

We recommend using a tracked shipping service, as customers remain responsible for returned parcels until they are received at our returns facility.

Conditions for returns:

  • The item must be returned within 30 days of delivery.
  • The product may only have been used to the extent necessary to assess it.
  • All parts and any accessories must be included.
  • The original packaging does not need to be undamaged, but must be present.

Faulty, damaged or incorrect items

If you have received a faulty, damaged or incorrect item, please contact us immediately at support@horizonfootwear.com with photos or a short video showing the issue. We will arrange a full refund, a replacement or a return at our expense.

Refund

Refunds are processed within 7 days after we receive the returned goods or valid proof that the goods have been shipped back, whichever occurs first. Refunds are issued using the original payment method.

Cancellation of order

If you need to cancel or change your order, please contact us as soon as possible at support@horizonfootwear.com.

We can only cancel or modify an order before it has been processed for shipment. Once an order has been dispatched, it can no longer be cancelled, but it may be returned in accordance with this Returns & Refunds Policy.

Contact

We are available 7 days a week and aim to respond within 24 hours.

Company name: Agency JS Limited

Company number: 76627078

Address: Suite C, Level 7, World Trust Tower, 50 Stanley Street, Central, 999077, Hong Kong

E-mail: support@horizonfootwear.com

Phone number: +61 2 6140 3413