At Horizon Consulting, your satisfaction is our priority. We want every purchase to meet your expectations. If for any reason you are not completely happy, this policy explains exactly how we handle returns, refunds, and exchanges — clearly and fairly.
1. Our 30-Day Return Guarantee
We offer a 30-day return window on most products, measured from the date of confirmed delivery. Within this period, you may return an eligible item for any reason — including simply changing your mind — for a full refund or exchange. No lengthy explanations required.
2. Eligibility Conditions
To qualify for a return, all of the following conditions must be met:
- The return is initiated within 30 calendar days of the delivery date recorded by our carrier.
- The item is in its original, unused, and unaltered condition. Products showing signs of use, installation, or modification will not be accepted.
- The item is returned in its original manufacturer's packaging, including all inner packaging, protective foam, manuals, cables, accessories, and any warranty cards.
- You can provide proof of purchase (order number, order confirmation email, or receipt).
- The return request is submitted through one of the approved methods listed in Section 5 below.
3. Non-Returnable Items
The following items are not eligible for return under any circumstances unless they arrive damaged or defective:
- Opened ink or toner cartridges — Due to hygiene and resale concerns, any cartridge where the protective seal has been broken cannot be returned, regardless of usage level.
- Downloadable software or digital licence keys — Once a licence key has been revealed or activated, it cannot be returned.
- Items marked "Final Sale" or "Clearance" — These are sold at significantly reduced prices and are explicitly non-returnable.
- Custom or special-order items — Products ordered specifically for your requirements and not part of our standard inventory.
- Items damaged due to misuse, negligence, or unauthorised modification — Damage caused by accident, improper installation, use with incompatible hardware, or physical impact is not covered.
- Consumable items that have been partially or fully used — Including paper, cleaning kits, or any product consumed in normal use.
4. Exchanges
If you would like a different product instead of a refund, we are happy to arrange an exchange for items of equal value, subject to availability. If the replacement item has a higher value, you will be charged the difference. If the replacement item is of lower value, the difference will be refunded to your original payment method. Exchange requests are processed under the same eligibility conditions as standard returns.
5. How to Initiate a Return
Please do not ship items back without first obtaining a Return Merchandise Authorisation (RMA) number. Unauthorised returns may not be processed.
- Contact our support team at support@horizonconsulting.online or call +1 (888) 555-0000 (Mon–Fri, 9am–6pm EST).
- Provide your order number, the item(s) you wish to return, and the reason for the return.
- We will review your request and issue an RMA number and a prepaid return shipping label by email within 2 business days (prepaid labels are provided for defective or incorrect items; for change-of-mind returns, a return shipping fee may apply).
- Pack the item securely in its original packaging, include all accessories, and clearly write the RMA number on the outside of the package.
- Drop the parcel off at the designated carrier location or schedule a pickup as instructed.
We strongly recommend retaining your proof of postage until the refund has been processed. We cannot be held responsible for items lost in return transit.
6. Return Shipping Costs
- Defective, damaged, or incorrect items: We will cover all return shipping costs. A prepaid label will be provided.
- Change of mind or buyer's remorse returns: Return shipping is at the customer's expense unless otherwise stated in a promotion. A flat-rate return label may be offered for a fee deducted from your refund.
7. Refund Processing
Once we receive your returned item at our warehouse, we will inspect it within 2 business days to verify its condition. You will receive an email notification confirming receipt and the outcome of the inspection.
- If the return is approved, your refund will be processed within 5 business days of inspection approval.
- Refunds are issued to the original payment method only. We cannot issue refunds to a different card or account.
- Depending on your bank or card issuer, it may take an additional 3–7 business days for the funds to appear in your account.
- Original shipping charges are non-refundable unless the return is due to our error (wrong item sent, item arrived damaged).
8. Damaged or Defective Items on Arrival
If your order arrives damaged or with a manufacturing defect, please act promptly:
- Do not discard any packaging.
- Contact us within 48 hours of delivery at support@horizonconsulting.online.
- Attach clear photographs showing: (a) the outer packaging including any carrier damage markings; (b) the damaged or defective item itself; and (c) any visible damage to inner packaging.
We will prioritise your case and offer one of the following resolutions at no additional cost to you: a full replacement shipped with expedited delivery; a full refund including original shipping; or a partial refund if you choose to keep the item in its damaged state and the damage is minor.
9. Wrong Item Received
If you receive an item that differs from what you ordered, please contact us within 48 hours of delivery. We will arrange collection of the incorrect item (at our cost) and dispatch the correct item as a priority, or issue a full refund if the correct item is unavailable.
10. Warranty Claims
Warranty claims for manufacturing defects discovered after the 30-day return window are handled under our Warranty Policy. Please refer to that policy for details on eligibility and the claims process.
11. Dispute Resolution
If you are dissatisfied with the outcome of your return or refund request, please escalate your concern to our customer relations team by emailing support@horizonconsulting.online with the subject line "Refund Dispute – [Your Order Number]". We are committed to resolving all disputes fairly and promptly.