RETURNS & REFUNDS POLICY

Last updated: 15 July 2026

Thank you for shopping with Spring Horizon.

We want you to feel confident when ordering from us. This Returns & Refunds Policy explains when a product may be returned, how to request a return, and how refunds, exchanges, damaged products and order cancellations are handled.

By placing an order through our website, you agree to the terms of this policy.

Please read this policy together with our Shipping & Delivery Policy, Privacy Policy and Terms of Service.

1. RETURN WINDOW

Unless otherwise stated on the relevant product page, you may request a return within 14 calendar days of receiving your order.

A return request must be submitted within this period.

If your order was delivered in multiple packages, the return period for each product begins on the date that particular product was delivered.

Return requests submitted after the applicable return period may not be accepted unless:

• The product is defective
• The product was damaged during delivery
• You received an incorrect product
• Applicable consumer law gives you additional rights

Please contact us before sending any product back.

2. RETURN ELIGIBILITY

To qualify for a return, the product should generally be:

• Unused
• Unworn
• Unwashed
• Unaltered
• In its original condition
• In its original packaging
• Complete with labels, tags, accessories, instructions and included components
• Accompanied by valid proof of purchase

You may inspect a product to the extent reasonably necessary to determine its nature, features and suitability.

However, products showing signs of excessive handling, use, damage, washing, alteration or improper care may not qualify for a full refund, except where the product is defective or applicable law requires otherwise.

3. HOW TO REQUEST A RETURN

To request a return, contact us at:

[SUPPORT EMAIL]

Please include:

• Your full name
• Order number
• Email address used during checkout
• Product you wish to return
• Reason for the return
• Photographs or video, where relevant
• A brief description of any damage, defect or problem

Our support team will review your request and provide return instructions where the return is approved.

Please do not send a product back before receiving return authorisation and the correct return address.

4. IMPORTANT RETURN ADDRESS INFORMATION

Products must be returned only to the address provided by our customer-support team after your return request has been reviewed.

Do not automatically return products to:

• The address shown on the original parcel
• The courier’s address
• Our business or contact address
• A product supplier
• A warehouse or fulfilment centre

Some products may be fulfilled from different locations. Therefore, the correct authorised return address may vary depending on the product and order.

Returns sent to an unauthorised or incorrect address may be delayed, refused, lost or may not qualify for a refund.

5. NON-RETURNABLE PRODUCTS

Unless required by applicable law, the following products may not be eligible for change-of-mind returns:

• Products used, worn, washed or altered by the customer
• Products returned without original packaging or included components
• Personalised, customised or made-to-order products
• Products clearly marked as final sale or non-returnable before purchase
• Gift cards
• Downloadable or digital products
• Products with hygiene seals that have been opened or removed
• Personal-care or hygiene-related products that have been opened or used
• Products damaged through misuse, neglect or improper storage
• Products damaged through failure to follow care or usage instructions
• Products returned after the applicable return period
• Products received as complimentary promotional gifts, unless defective

This section does not limit rights relating to defective, damaged, misdescribed or incorrect products.

6. CHANGE-OF-MIND RETURNS

If you change your mind about an eligible product, you may request a return within the stated return period.

For an approved change-of-mind return:

• The product must meet the return eligibility conditions
• You may be responsible for the return shipping cost
• Original shipping charges may not be refundable
• Customs duties, import taxes and courier fees may not be refundable
• The product must be returned using the instructions provided by us
• We recommend using a tracked delivery service

Spring Horizon is not responsible for a return parcel that is lost or damaged before reaching the authorised return destination.

Please retain your return receipt and tracking information until the return has been completed.

7. DAMAGED PRODUCTS

If your product arrives damaged, contact us as soon as reasonably possible after delivery.

Please provide:

• Your order number
• Clear photographs of the damaged product
• Photographs of the outer packaging
• Photographs of the delivery label
• A description of the damage
• Video evidence where useful

Please retain the product and all packaging materials until we have reviewed the claim.

Do not dispose of, repair, alter or return the product unless instructed to do so.

After reviewing the claim, we may provide an appropriate resolution, which may include:

• A replacement
• A refund
• A partial refund
• Store credit
• Replacement of the affected component

The appropriate resolution will depend on the product, evidence provided, availability and applicable consumer law.

8. DEFECTIVE PRODUCTS

If you believe a product is defective, contact us with your order details and evidence of the issue.

A product is not ordinarily considered defective solely because of:

• Normal wear and tear
• Minor variations in colour or appearance
• Damage caused by misuse
• Damage caused by accidents
• Improper cleaning or storage
• Unauthorised repairs or modifications
• Failure to follow product instructions
• Compatibility issues that were clearly disclosed before purchase

Where a genuine defect is confirmed, we will provide an appropriate resolution in accordance with applicable law.

9. INCORRECT PRODUCTS

If you receive a product that is different from what you ordered, contact us as soon as possible.

Please provide:

• Your order number
• A photograph of the product received
• A photograph of the packaging
• A photograph of the shipping label
• Details of the product you originally ordered

Where an incorrect product was sent because of our error or that of our fulfilment partner, we will arrange an appropriate resolution.

Please do not use or dispose of the incorrect product unless instructed to do so.

10. MISSING ITEMS

Products within the same order may occasionally be dispatched separately and arrive at different times.

Before reporting an item as missing, please check:

• Your shipping-confirmation emails
• Whether multiple tracking numbers were issued
• Whether another package is still in transit
• The complete parcel and protective packaging
• Whether the product was delivered separately

If an item still appears to be missing, contact us with your order number and details of the missing product.

11. PRODUCT COLOUR, SIZE AND APPEARANCE

We aim to display product colours, measurements and specifications as accurately as reasonably possible.

However, slight variations may occur because of:

• Screen and display settings
• Photography and lighting
• Measurement methods
• Manufacturing batches
• Material characteristics

Minor variations that do not materially affect the product’s function may not qualify as defects.

Customers should review the complete product description, dimensions and specifications before ordering.

12. EXCHANGES

Exchanges may be available for eligible products, subject to product availability and fulfilment arrangements.

To request an exchange, contact us before returning the product.

Depending on the product and destination, we may ask you to:

• Return the original product and place a new order
• Return the product using authorised instructions
• Pay any applicable price difference
• Pay return or replacement shipping costs for a change-of-mind exchange

If the requested replacement is unavailable, we may offer:

• An alternative product
• Store credit
• A refund to the original payment method

Products returned for exchange must meet the same eligibility requirements as products returned for a refund.

13. RETURN SHIPPING COSTS

Return shipping responsibility depends on the reason for the return.

Spring Horizon will generally cover or reimburse reasonable return shipping costs where:

• The product arrived damaged
• The product is confirmed to be defective
• An incorrect product was sent
• The return is required because of our error

The customer may be responsible for return shipping costs where:

• The customer changed their mind
• The wrong size, colour or option was ordered
• The product is no longer wanted
• The delivery address was entered incorrectly
• The return is not caused by a product defect or fulfilment error

Do not purchase return postage until you have received our instructions if you expect Spring Horizon to cover the cost.

Unauthorised express, premium or unusually expensive return services may not be reimbursed.

14. RETURN PACKAGING

Products should be securely packaged to prevent damage during return transportation.

Where possible, use:

• The original product packaging
• Suitable protective materials
• A secure outer shipping package
• A tracked delivery service

You are responsible for ensuring that all included components, accessories, manuals, labels and promotional items are returned where required.

A deduction may be made where permitted by law if the returned product has lost value because of unnecessary handling, missing components or inadequate return packaging.

15. RETURN INSPECTION

Once an authorised return is received, it will be inspected to confirm:

• The correct product was returned
• The product meets the return conditions
• All components and accessories are included
• The product has not been excessively used or damaged
• The return matches the approved request

Inspection is generally completed within [3–7 BUSINESS DAYS] after the return is received.

We will notify you when your return has been approved, rejected or requires additional information.

16. REFUNDS

Once an eligible return has been received and approved, the refund will be issued to the original payment method used for the order.

Refunds cannot ordinarily be issued to:

• A different bank account
• A different payment card
• Another person
• A payment method unrelated to the original order

If the original payment method is no longer available, contact your bank or payment provider for assistance.

Where permitted, an alternative refund method may be offered at our discretion.

17. REFUND PROCESSING TIMES

After we approve and issue a refund, it may take approximately [5–10 BUSINESS DAYS] for the amount to appear in your account.

The exact timeframe depends on:

• Your bank
• Card provider
• Payment processor
• Payment method
• Country or region

Spring Horizon cannot control processing times imposed by banks or payment providers after a refund has been issued.

You will receive confirmation when the refund has been processed by us.

18. ORIGINAL SHIPPING CHARGES

Original shipping charges may not be refundable for change-of-mind returns unless applicable law requires otherwise.

Where the return results from:

• A damaged product
• A confirmed defect
• An incorrect product
• A fulfilment error

Applicable standard shipping charges may also be refunded where appropriate.

Premium or expedited delivery upgrades may not be refundable beyond the cost of the standard delivery option, except where legally required.

19. PARTIAL REFUNDS

A partial refund may be considered where permitted by law if:

• The product has been used beyond reasonable inspection
• The product is returned with missing parts or accessories
• The original packaging is missing or materially damaged
• The product was damaged after delivery
• The product has lost value because of customer handling
• Only part of a bundled product is returned
• A partial refund is agreed as a resolution to a minor issue

We will explain any proposed deduction before completing the refund where required.

20. BUNDLES AND MULTI-BUY OFFERS

Products purchased as part of a bundle, set or multi-buy promotion may need to be returned together to qualify for a full refund.

If only part of a bundle is returned:

• The retained products may be recalculated at their normal individual prices
• The promotional discount may be adjusted
• The refund may reflect the revised order value

Any calculation will be explained where applicable.

21. FREE GIFTS AND PROMOTIONAL PRODUCTS

If an order included a free gift or promotional product, the free item may also need to be returned when the qualifying products are returned.

If the promotional item is not returned, its advertised or reasonable value may be deducted from the refund where legally permitted and previously disclosed.

22. SALE AND DISCOUNTED PRODUCTS

Eligible sale or discounted products may be returned under the same conditions as full-price products unless they were clearly identified as final sale or non-returnable before purchase.

A reduced price does not remove your rights concerning products that are damaged, defective, incorrect or materially different from their description.

23. ORDER CHANGES AND CANCELLATIONS

If you need to change or cancel an order, contact us as soon as possible after placing it.

We will make reasonable efforts to assist, but cancellation or modification cannot be guaranteed once an order:

• Has entered processing
• Has been packed
• Has been transferred to a fulfilment partner
• Has received a shipping label
• Has been dispatched

If an order cannot be cancelled, you may need to wait for delivery and request a return under this policy.

If we successfully cancel an order after payment has been collected, the refund will be issued to the original payment method.

24. REFUSED OR UNCOLLECTED PACKAGES

Refusing delivery or failing to collect a package does not automatically qualify as an approved return.

If a package is returned because of:

• Refused delivery
• Failure to collect
• An incorrect or incomplete address
• Unpaid customs charges
• Repeated failed delivery attempts

Any refund may be reduced by reasonable costs associated with:

• Original shipping
• Return-to-sender shipping
• Customs fees
• Courier handling
• Reshipping

This does not affect rights that cannot legally be excluded.

25. INTERNATIONAL RETURNS

International customers must contact us before returning a product.

International returns may involve:

• Customs documentation
• Import or export declarations
• International postage
• Courier fees
• Duties or taxes

Customers are responsible for following the return instructions and accurately declaring the parcel as a returned product where appropriate.

Spring Horizon is not responsible for delays, charges or loss caused by incorrect customs documentation supplied by the customer.

Customs duties, import taxes and local handling fees paid to government authorities or delivery providers are generally not refundable by Spring Horizon.

26. LATE OR MISSING REFUNDS

If you have received confirmation that a refund was issued but cannot see it in your account:

• Check the original payment method
• Check your bank or card statement
• Allow the stated processing period
• Contact your bank or payment provider
• Confirm that the original account remains active

If the stated processing period has passed, contact us at [SUPPORT EMAIL] with your order number.

27. CHARGEBACKS AND PAYMENT DISPUTES

We encourage you to contact us before submitting a chargeback or payment dispute so that we have an opportunity to resolve the issue.

Submitting a chargeback while an active refund, replacement or delivery investigation is already underway may delay the resolution.

Nothing in this section prevents you from exercising any lawful right available through your bank, payment provider or consumer-protection authority.

28. CONSUMER RIGHTS

Nothing in this policy excludes, restricts or replaces any consumer right that cannot legally be excluded.

Depending on your location, you may have additional rights concerning:

• Online purchase cancellations
• Defective products
• Misdescribed products
• Repair or replacement
• Refunds
• Product guarantees

Where mandatory consumer law provides greater protection than this policy, the mandatory legal protection will apply.

29. CHANGES TO THIS POLICY

We may update this Returns & Refunds Policy periodically to reflect changes to:

• Our products
• Fulfilment arrangements
• Return procedures
• Applicable laws
• Business operations

The latest version will be published on this page with an updated “Last updated” date.

The policy applicable to an order will generally be the version in effect when the order was placed, subject to mandatory legal requirements.

30. CONTACT US

For return, exchange or refund enquiries, contact:

Spring Horizon

Email: [SUPPORT EMAIL]

Telephone: [BUSINESS TELEPHONE NUMBER]

Business address: [COMPLETE BUSINESS ADDRESS]

Website: [WEBSITE URL]

Customer-support hours:
[INSERT SUPPORT HOURS]

When contacting us, please include your full name, order number and a clear description of your request.