Return and Refund


Steps To Initiate A Return

Step 1: Send a Complaint

              You can send us a complaint with the pictures of the items by opening a ticket through your profile section or you can call us through our contact number listed on our contact page.                                                                                                                                                                                                                                     

Step 2: Hold on for validation and authorization

              Once your claim is validated and the product meet the terms of return and refund, we will provide information on the most convenient means of getting the product from you either through call or email. 

Frequently ask question on return and refund.   

  1.  What can I return? You can initiate a return within 10 days of purchase for all items purchased on Horezone. If you receive a wrong, damage, faulty or counterfeit items, please make sure that all accessories, tags, seal and freebies are still intact and items is in it’s original package, if you have start using the item, please make sure you remove all personal information and security features on the items.
  2. How long will it take to return an item? All return usually take 10 days after a successful delivery, all you have to do is contact us by submitting a ticket or calling Horezone support team to initiate a return.
  3.  I initiated a return and our delivery partners have schedule for a pickup but didn’t pick the item up as agree, what should I do? We totally sorry for the inconvenience, but please kindly contact us by filling the form available or submit a ticket through your Horezone profile.
  4. What happens if am not available to return the items as scheduled by Horezone return team? If you are not available to return the item as schedule, your return request will be cancel automatically and you won’t be able to return such item.
  5. Have successfully return my item but no refund on my wallet yet, what should i do? We apologize for that, please kindly contact us by filling the form available or submit a ticket to process the refund.
  6. When returning an item, do I have to return every order I made?  No, you can select the item of your choice for return.
  7. Can I replace or exchange an item rather than a refund? No, but on successful refund you can purchase the item of your choice.
  8.  What does it mean if Horezone redelivered the item to me? Returned items will be properly examined to ascertain the problem or verify your reason for returning it. For example, a gas cooker returned for not booting on will be properly examined, if the claim are right, a refund will be processed, if on examination, it powers on, the item will be redelivered to you.