This Policy forms part of the Horizons Terms and Conditions, and so words defined in the Terms and Conditions have the same meaning in this Policy, unless the context indicates otherwise. Nothing in this Policy is intended to limit your statutory rights in any way.
1. Unwanted products
1.1 You can return an unwanted product to us, provided:
1.1.1 it is undamaged and unused, with the original labels and stickers still attached;
1.1.2 it is not missing any accessories or parts;
1.1.3 you can log a return by sending an email to firstname.lastname@example.org within 7 days of delivery to you or collection by you of the unwanted / wrong / damaged and/or defective product(s).
1.1.4 you will be liable for the cost of the return of unwanted products.
2. Wrong products
2.1 If we accidentally deliver the wrong product to you, or if the product is not as described on the Website, please notify us and we will collect the product from you at no charge. If the product is missing any accessories or parts, you will need to follow the process set out in 1.1.3 above. Once we have inspected the product and validated your return, we will at your choice deliver the correct product to you as soon as possible (if the correct product is available); or credit your account with the purchase price of the product within 7 days of the return (or refund you if that is your preference).
3. Damaged products
3.1 Should a product be damaged or missing any parts or accessories at the time of delivery / collection, please notify us within 7 days of such delivery / collection by logging a return as set out in 1.1.3 above. We will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product as soon as possible (if such repair is possible/ we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference).
4. Defective products
4.1 The following will NOT be regarded as defects and will not entitle you to a return:
4.1.1 faults resulting from normal wear and tear;
4.1.2 damage arising from negligence, user abuse or incorrect usage of the product;
4.1.3 damage arising from electrical surges or sea air corrosion;
4.1.4 damage arising from a failure to adequately care for the product;
4.1.5 damage arising from unauthorized alterations to the product;
4.1.6 where the specifications of a product, although accurately described on the website and generally fit for its intended purpose, do not suit you.
4.2 Standard Warranty
If you have received a product which turns out to be defective or otherwise of poor quality, please notify us as soon as reasonably possible after you become aware of the defect or poor quality, but in any event within 6 months after delivery / collection of the product (except in the case of an extended supplier warranty, which is set out below). You can do so as set out in 1.1.3 above, and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we will at your choice repair / replace the product if such repair is possible / we have the same product in stock to use as a replacement) or credit your account with the purchase price of the product (or refund you if that is your preference). If the repair / replacement takes longer than 21 days, we will get in touch with you to see if you would rather receive a credit / refund. Where there is no third party or supplier extended warranty period, unfortunately we cannot facilitate returns that fall outside of the 6 month period.
4.3 Third party or supplier warranty
A product may have a supplier warranty that extends beyond the 6 month standard warranty. If such a product turns out to be defective more than 6 months after delivery / collection, please notify us as soon as reasonably possible after you become aware of the defect, but in any event within the extended supplier warranty period after delivery / collection of the product. You can do so by logging a return as set out in 1.1.3 above, and we will facilitate your return of the product to the supplier at no charge. Unfortunately we cannot facilitate returns that fall outside of the extended supplier warranty period.
5. Preparing your product for return
5.1 To ensure your request is processed as quickly as possible you are responsible for the following when returning your products;
5.1.1 package your products safely and securely for protection during transit;
5.1.2 clearly mark your return reference number on the outside of the parcel; and
5.1.3 include all accessories and parts that were sold with the product.
5.2 Failure to adhere to any of these requirements could delay the processing of your request or result in its decline altogether.
6. Refund method
6.1 Wherever you have used a Voucher to purchase a product that you later return for a refund in accordance with the Policy, we cannot refund you in cash for that portion of the purchase price which you paid using the Voucher, but we will credit your account.
6.2 Please note that we only refund to the payment method that you originally used – i.e. payment by credit card will be refunded to the same credit card, payment by EFT or COD (cash on delivery) will be refunded to your nominated bank account.