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
Frequently ask question on return and refund.
- 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.
- 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.
- 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.
- 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.
- 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.
- When returning an item, do I
have to return every order I made? No, you can select the item
of your choice for return.
- Can I replace or exchange an
item rather than a refund? No, but on successful refund you can
purchase the item of your choice.
- 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.