We hope you receive the goods as expected. If you need to return or request a refund after purchasing goods from horizonmug.com, please read the following policy before submitting your request.
- Return Period
You can contact us to request a return within 30 days of receiving the goods.
Return requests submitted after 30 days may not be accepted unless otherwise stipulated by applicable law.
- Return Conditions
Returned goods should be in their original condition as much as possible and meet the following conditions:
The goods have not been improperly used, damaged, or altered;
The goods should be intact;
If there are original packaging, labels, or related accessories, please return them together;
The goods must not be damaged due to improper use or storage by the buyer.
Due to the fragile nature of glassware and crystal products, please use appropriate packaging when returning them to reduce the possibility of damage during transportation.
- Damaged or Incorrect Goods
If the goods you receive are damaged in transit, or if the goods received are significantly different from the order, please contact us as soon as you discover the problem.
Please provide your order number and photos or other relevant information that clearly show the problem. We will verify the situation and provide an appropriate solution.
- Returns for Non-Quality Reasons
If you change your purchase decision for personal reasons, you can contact us to apply for a return, provided it meets the return conditions.
For returns not due to product quality issues, the customer usually bears the associated shipping costs.
- Refund Method
After we receive and inspect the returned goods, if they meet the refund conditions, we will process the refund according to applicable policies.
Refunds are usually returned to the original payment method used when you placed the order.
The specific arrival time may be affected by the processing time of banks, payment institutions, or other financial service providers.
- Goods Not Eligible for Return
A refund may not be possible in the following situations:
The goods are visibly used or damaged;
The goods are damaged due to improper use, cleaning, or storage;
Important accessories or parts of the goods are missing;
The return period has expired;
The order or purchase record cannot be confirmed;
Other situations that do not meet the applicable return conditions.
If mandatory provisions of law apply, those provisions shall prevail.
- Return Request Process
To request a return, please contact us using the contact information provided on horizonmug.com and provide:
Order Number;
Product Name;
Reason for Return;
Photos of the product if necessary.
After confirming your request, we will provide you with further return instructions.
Return Address: 612 N COLUMBUS AVE 102, GLENDALE, CA 91203
Please do not return the product without receiving return instructions, as this may affect the return processing.
- Refund Not Received
If we have confirmed the refund but you have not yet received the funds, please check your original payment account or contact your bank or payment service provider.