You may cancel your order at any time before it has been shipped. Once your cancellation request is received and processed, a full refund will be issued to your original payment method. Please note that it may take 3-5 business days for the refund to appear in your account, depending on your financial institution's processing time.
To cancel an order, please contact our customer service team as soon as possible with your order number and details. We recommend checking your order status in your account dashboard before requesting cancellation, as orders in the "Processing" stage can typically be canceled, while those marked as "Shipped" cannot.
We accept returns within 30 days of the original purchase date. To be eligible for a return, your item must be unused, in the same condition as when you received it, and in its original packaging. You must also provide proof of purchase, such as the original receipt or order confirmation email.
Certain items are exempt from being returned, including perishable goods, custom products, and items marked as final sale. Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so we can evaluate the issue and make it right.
To initiate a return, please contact our customer service team to obtain a Return Merchandise Authorization (RMA) number. Returns without an RMA number will not be accepted. You will be responsible for paying the return shipping costs unless the return is due to our error.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original method of payment within 10 business days.
Please note that shipping costs are non-refundable unless the return is due to our mistake. If you receive a refund, the cost of return shipping will be deducted from your refund. For items returned without original packaging or with signs of use, we may issue a partial refund reflecting the diminished value of the product.
If you haven't received your refund within the specified timeframe, first check your bank account again. Then contact your credit card company or payment processor, as it may take some time before your refund is officially posted. There is often some processing time before a refund is reflected in your account.
If you've done all of this and you still have not received your refund, please contact us with your order details and we will investigate the matter. We may need to coordinate with our payment processor or your financial institution to resolve the issue. Please allow up to 14 business days for the investigation process.
If you have any questions about our Return & Refund Policy, please don't hesitate to contact us:
Company Name: Horolink
Address: 857 Thompson Drive, Oakland, California
E-Mail: [email protected]
Phone: +1 510-446-6197
Our customer service team is available Monday through Friday, 9:00 AM to 5:00 PM Pacific Time, excluding major holidays. We strive to respond to all inquiries within 24-48 business hours.
