We want you to be completely satisfied with your purchase. Below is our full refund and return policy, including procedures, eligibility, and important exceptions.

 

Refunds and Returns

Return Window

We offer a 7-day return period, which begins on the day your item is delivered. If you wish to request a return, please contact us within this timeframe. Refund or return request after 7days window will not be accepted.

Eligibility for Returns

To qualify for a return:

• The item must be in its original condition — unused, unaltered, and in its original packaging.

• You must provide the order receipt or proof of purchase.

• Items returned without prior approval will not be accepted.

 

How to Request a Return

Please email us at horizondiecast@gmail.com with:

• Your order number

• Reason for return

• Photos (if applicable)

If your return is approved, we will provide shipping instructions. Please note that return shipping costs are your responsibility unless the item arrived damaged or incorrect.

Return to Sender Policy

In cases where a package is returned to us by the courier, the following conditions apply:

• If the shipping address provided by the customer is incorrect and the package is returned to sender successfully, we will contact the customer to confirm whether they would like us to resend the shipment. In such cases, a new shipping fee will apply before the package is re-dispatched.

• If the address provided is incorrect and the package is returned unsuccessfully, the order is not eligible for a refund. We are not responsible for errors in the shipping information entered during checkout.

• If the customer provided a correct shipping address, but the package is returned due to being unclaimed or refused at delivery, the order is also not eligible for a refund.

• If the return occurs even though the address was correct, the reason for return must be determined (e.g., courier error, access issues, etc.). We will review such cases individually to determine eligibility for reshipment or refund.

• Once a package has been shipped, we are unable to change the delivery address. Address changes must be requested before the order has been marked as shipped. If the package has been lost or failed to deliver due to an incorrect address, it will not be eligible for a refund. 

• If a package is returned to us due to unpaid import duties or customs fees, or if the shipment is rejected by your local customs and marked as “Return to Sender,” the order is not eligible for a refund. It is the customer’s responsibility to ensure that any required duties, taxes, or customs fees are paid in a timely manner to allow successful delivery.

Exchange Policy

We do not offer direct exchanges. If you’d like a different item, please initiate a return for the original product within 7 days and place a new order.

Non-Returnable Items

• Items marked as “sale” or clearance

• Gift cards

• Items missing original packaging

• Unclaimed or return-to-sender shipments

These items are not eligible for refund or exchange.

Product Damage Policy

If your order arrives damaged during transit, please note that it is not covered under our standard return or refund policy. However, we are committed to helping resolve the issue.

To be eligible for review, you must contact us as soon as you receive the package and no later than 7 days from the delivery date. Please kindly DO NOT open the product package if you see damage upon receiving it. Further, please provide clear photos of the damaged item(s), the shipping box, and the shipping slip/invoice.

Once we receive the necessary information, our team will assess the damage and determine an appropriate course of action. This may include filing a claim with the courier and, where applicable, offering a resolution based on the outcome of that claim.

Each case is evaluated individually. We appreciate your cooperation and understanding.

If your order arrives damaged:

Please contact us at horizondiecast@gmail.com within 3 days of delivery. Be sure to include:

• Your order number

• Clear photos of the damaged item and its packaging from multiple angles

We assess each case individually and will do our best to provide a satisfactory resolution, which may include a replacement or a refund.

Important:

Please do not attempt to repair or alter the model. If the returned item shows signs of being tampered with, fixed, or does not match the original photos you submitted, your refund may be denied. In such cases, the item will either be disposed of or, upon request, returned to you at your own expense.

All returned items are inspected. We reserve the right to deny refunds for items that do not meet return eligibility requirements, including visible signs of wear, tampering, or missing components.

Shipping Fees

• Return shipping costs are not covered by Horizon Diecast.

• Original shipping costs are non-refundable.

• If free shipping was provided and the return disqualifies the original order from that threshold, a standard shipping charge may be deducted from your refund.

Refund Processing

Once we’ve received and inspected your returned item, you will be notified of the refund status. If approved:

• A refund will be issued to your original payment method

• Refunds may take 5–10 business days to appear depending on your bank or credit card provider

Pre-Order Cancellations

If you cancel a pre-order, a 5% cancellation fee will be deducted from your refund.

If Horizon Diecast cancels your pre-order due to supplier or stock issues, no fees will be charged

If the estimated release date has been delayed by more than 6 months, and the manufacturer has still not released the model, you may request a cancellation. Please email us your request if you no longer wish to wait. In such cases, a full refund will be granted with no fee as an exception.

If the manufacturer has already released the model, but our inbound shipment is delayed by more than 6 months, you may also send us a cancellation request. These cases will be reviewed individually, and a full refund may be issued depending on the circumstances.