Refund policy

Horittymall Return & Refund Policy

Thank you for choosing Horittymall! We strive to ensure you are completely satisfied with your purchase. This Return & Refund Policy outlines the terms and procedures for returning products, requesting refunds, and exchanging items, providing transparent guidelines to protect both our customers and our business. By making a purchase from Horittymall, you agree to comply with the terms stated below.

1. Eligibility for Returns & Refunds

To be eligible for a return or refund, the following conditions must be met:
  • Returns must be requested within 30 days from the date of delivery (estimated delivery date as per your shipping confirmation email)[superscript:2].
  • Products must be in their original condition: unworn, unwashed, unused, with all original tags, packaging, and accessories intact. Damaged, altered, or used products will not be accepted for return.
  • All returns must include the original order number for verification. We recommend keeping your order confirmation email for reference.
  • Certain items are non-returnable, including final sale items, intimate apparel, gift cards, and customized products (unless they are defective or damaged upon arrival)[superscript:7].

2. Return Process

To initiate a return, please follow these simple steps to ensure a smooth and efficient process:
  1. Contact our customer support team via email at adam738828288283@gmail.com to request a return authorization (RA) number. Please include your order number, the reason for return, and clear photos of the product (if it is defective or damaged).
  2. Once your return request is approved, we will send you a return authorization email with detailed instructions, including our return address and shipping guidelines.
  3. Package the product securely in its original packaging (or suitable alternative packaging) and attach the return label (if provided). Please clearly mark the RA number on the outside of the package.
  4. Ship the returned item to our warehouse at the following address: 16 Westmere Crescent, Auckland Westmere, 1022. We recommend using a trackable shipping service, as we are not responsible for lost or damaged packages during the return shipment.
  5. Once we receive and inspect your returned item (usually within 3-5 business days of delivery to our warehouse), we will notify you via email to confirm whether your return is approved or rejected.

3. Refund Terms & Timelines

Refunds will be processed based on the approval of your return, and the following terms apply:
  • Approved refunds will be issued to the original payment method used for the purchase (e.g., credit card, PayPal). Store credit is also available as an alternative refund option, with a 10% bonus applied to the credit amount.
  • Refunds will exclude any original shipping costs (unless the return is due to our error, such as sending the wrong item or a defective product).
  • Return shipping costs are the responsibility of the customer, unless the return is a result of our mistake (e.g., damaged, defective, or incorrect item)[superscript:5].
  • Refund processing time: Once your return is approved, refunds will be processed within 5-7 business days. Please note that it may take an additional 3-5 business days for the refund to reflect in your account, depending on your payment provider’s processing times[superscript:2].

4. Defective & Damaged Items

If you receive a defective, damaged, or incorrect item, please contact us immediately (within 7 days of delivery) at adam738828288283@gmail.com with your order number and clear photos/videos of the issue. We will arrange for a free return shipping label and process either a full refund or a replacement (if available) at no additional cost to you[superscript:5].
For defective items, photo verification may be required to confirm the issue before processing your refund or replacement.

5. Exchanges

We offer free exchanges for items that do not fit (size/color) or do not meet your expectations, provided the item is eligible for return (per Section 1). To request an exchange, please follow the return process outlined in Section 2 and specify "Exchange" in your return request email. Exchanges are processed within 3-5 business days of receiving your returned item, and we will cover the shipping cost for the new item.

6. International Returns

For international orders, customers are responsible for return shipping costs and any customs duties or import fees incurred during the return process. These fees are not refundable. We recommend checking your local customs regulations before initiating an international return to avoid unexpected charges[superscript:8].

7. Contact Us

If you have any questions, concerns, or need assistance with a return, refund, or exchange, please contact our customer support team:
  • Email: adam738828288283@gmail.com
  • Return Address: 16 Westmere Crescent, Auckland Westmere, 1022
We aim to respond to all inquiries within 24-48 business days and resolve any issues promptly to ensure your satisfaction.

8. Policy Updates

Horittymall reserves the right to update or modify this Return & Refund Policy at any time. Any changes will be posted on this page, and the updated policy will take effect immediately upon publication. We recommend checking this page regularly for the latest information to stay informed about our return and refund terms.
Thank you for your understanding and support. We value your trust in Horittymall and are committed to providing you with a positive shopping experience, even when returns are necessary.