Refund & Return Policy

NEED TO RETURN YOUR ORDER?

At HORUS THE LABEL we want you to love your purchase. If for any reason you would like to return your order, please review our guidelines below. We provide a clear structure for returns, refunds, exchanges, and store credit to ensure a smooth process.

HOW TO START A RETURN

  1. Contact Us First
    Email customerservice@horusthelabel.com within the timeframe that applies to your order. Please include:

    • Your order number

    • The item(s) you want to return

    • The reason for return

    • Clear photos of the item(s)

    Our team will reply within 1–2 business days with next steps.

  2. Package & Ship Your Items

    • Once approved, place your items in secure packaging with all original tags and labels.

    • Ship to the address we provide.

    • Return shipping is the customer’s responsibility. Since our operations are based in Asia, return postage normally ranges £20–25 GBP.

    • We recommend using a tracked shipping service. HORUS is not responsible for returns lost in transit.

RETURN POLICY – 14 DAYS

  • You can return your order within 14 days of delivery (based on the tracking date).

  • Refunds are processed only after inspection of the returned items.

  • Items must be:

    • Unworn, unwashed, unused

    • Free from stains, odors, or alterations

    • Returned in their original packaging with all tags attached

  • Refunds will be made to your original payment method within 7–14 business days after approval, including the original shipping cost paid at checkout, while return shipping costs remain the customer’s responsibility.

EXTENDED RETURN POLICY – 15 TO 30 DAYS

We also offer an extended 30-day return option. Please note:

  • Between day 15 and day 30, returns are still accepted if items are in their original condition.

  • Refunds are only available if the product has a clear manufacturing or quality defect.

  • For reasons such as sizing, change of mind, or late delivery, we do not issue refunds after day 14. Instead, you may choose:

    • Exchange for another product

    • Full store credit (valid on future purchases)

  • This 30-day policy is offered by HORUS THE LABEL as a goodwill extension beyond statutory rights.

NON-RETURNABLE ITEMS

For hygiene, safety, and industry standards, the following cannot be returned or refunded:

  • Lingerie, underwear, and bodysuits

  • Swimwear

  • Earrings or pierced jewellery

  • Beauty, cosmetics, or skincare products

  • Items marked as “Final Sale” or “Clearance” are non-refundable.

  • Gift Cards

IMPORTANT NOTES

  • Return costs are always the customer’s responsibility, unless the return is due to a confirmed defect.

  • Surcharges for any express delivery option you selected are non-refundable.

  • Customs or handling fees may apply to international returns and are not covered by HORUS.

  • Returns without prior approval, or sent to the wrong address, will not be accepted.

  • Slight variations in measurements (±1–3 cm) or color perception (due to lighting/screens) are not considered defects.

RETURNED-TO-SENDER OR REFUSED ORDERS

In the event of:

  • refusal of the parcel – including after a cancellation request;

  • an incorrect or incomplete delivery address;

  • an undeliverable or unclaimed parcel (e.g. at a post office, parcel shop or locker).

The following applies:

  • The refund is issued once the parcel has been received back at our warehouse;

  • a flat fee of 30% of the amount paid is charged for return transport, handling and restocking – you therefore receive 70% of the amount paid;

  • you remain entitled to prove that we incurred no costs or significantly lower costs; in that case, we will only deduct the costs actually incurred.

This does not apply if you refused the parcel because it was visibly damaged or did not match your order – in that case we refund the full amount.
To avoid the flat fee, we recommend accepting the parcel and then returning it through our standard return procedure.

REFUND TIMELINE

  • Refunds are issued within 7–14 business days of receiving and approving your return.

  • Refunds are processed to the original payment method.

  • If your bank or provider takes longer to release the funds, please contact them directly.

CHARGEBACKS AND DISPUTES

By placing an order, you agree to follow our return process. Filing a chargeback without contacting us may affect your eligibility for future purchases.
In the event of a dispute, we will present:

  • Proof of delivery

  • Order details

  • This policy and communication records

FINAL REMINDER

By completing your order, you acknowledge that:

  • Returns are accepted within 14 days for refund (customer covers return shipping).

  • Returns between 15–30 days are accepted for exchange or store credit only, unless there is a confirmed defect.

  • All items must be returned in original condition.

  • A refused or unclaimed parcel is treated as a return to sender – in this case we refund 70% of the amount paid (see “Returned-to-Sender or Refused Orders”).