Order & Shipping

In accordance with the Consumer Protection Act, you may exercise your right to return the purchased products at your own expense, without any additional fees and without the need to state a reason. For this purpose, you must inform us by email at sales@horen.co or by phone at +359 877 100 001 and +359 877 100 002 within 14 days from the date on which you received the product(s). Once we receive the return request, we will contact you to specify the steps you need to take to send the products back to us and receive a refund of the amount you paid.

The payment will be refunded to you if the following conditions are met:

• All products are unopened and in their original packaging;
• The products and their packaging show no signs of use, have no impaired commercial appearance, and have no stains or other damages;
• The products are accompanied by the original invoice or cash receipt with which you received them.

The costs of returning the products are at your expense.

You will be notified if the returned products cannot be accepted because they do not meet the conditions specified in points 1, 2, and 3 above. In this case, you can choose to have the products delivered back to you at your expense. If you refuse the aforementioned delivery, HOREN reserves the right to retain the products and the amount paid for them.

Please note that any duties, taxes, and fees you paid for the delivery of the purchased products (if any) are non-refundable.

CLAIMS AND EXCHANGES

A claim for a damaged shipment or a shipment containing products that do not correspond to those you ordered is made:

• At the time of receipt of the shipment and in the presence of the courier, by noting this with a remark on the waybill and with an on-site completed statement of findings in two copies, signed by the recipient and the courier; or
• Within 2 working days of receiving the shipment by email at sales@horen.co or by phone at +359 877 100 001 and +359 877 100 002, specifying the order number and providing photos of the product/products.

If the purchased product you wish to return was accompanied by a free item(s), these must also be returned in the corresponding condition (full and unused, in their original and unopened packaging).

REFUNDS

The refund procedure for returned products starts within 14 working days from the date they are received by HOREN.

The term for refunding the amount you paid for the purchase of the returned products depends on the payment method you used:

• Purchase with Cash on Delivery (COD): All amounts paid upon delivery or on-site are refunded only by bank transfer to your personal bank account.
• Purchase with Credit / Debit Card: All amounts are refunded to the same account (card) from which the payment was made. The refund time will also depend on the policy of the card-issuing company;

Version 12.2023