Refund policy
We have a 14-day return policy, which means you have 14 days from the date you receive your order to request a return.
To be eligible for a return, your item must be in the same condition in which you received it, unused, undamaged and in its original packaging. You will also need your order confirmation or other proof of purchase.
To request a return, please contact us at info@handcasthorizons.com.
Please do not send an item back without contacting us first. Returns sent without prior approval may not be accepted.
Once your return request has been accepted, we will provide instructions on where and how to return your order.
Return Shipping
For returns due to a change of mind, the customer is responsible for the cost of returning the item unless otherwise agreed.
If an item is defective, damaged, or you receive the wrong item, please contact us and we will provide the appropriate solution.
We recommend using a tracked shipping service when returning an item, as we cannot be responsible for returned parcels that are lost in transit.
Damaged, Defective or Incorrect Items
Please inspect your order as soon as it arrives.
If your item is damaged, defective, or you receive the wrong product, contact us as soon as possible at info@handcasthorizons.com.
Please include:
- Your order number
- Clear photographs of the item
- Photographs of the packaging
- A photograph of the shipping label where possible
We will review the issue and work with you to arrange an appropriate replacement, refund or other resolution.
Made-to-Order Products
Our resin lamps are made to order and require production time before dispatch.
Being made to order does not automatically prevent an item from being returned under this policy. However, products that have been specifically personalised, customised or produced to specifications requested by the customer may not be eligible for a change-of-mind return where permitted by applicable law.
This does not affect your rights if an item arrives damaged, defective or incorrect.
Exchanges
If you would like a different product, size or design, please contact us first.
Where appropriate, the easiest option may be to return the original item and place a new order once the return has been accepted.
European Union Cancellation Rights
If your order is delivered to a country where statutory cancellation rights apply, you may have additional legal rights to cancel or return your order.
For eligible EU purchases, customers generally have the right to cancel an online purchase within 14 days of receiving the goods, subject to applicable exclusions such as certain personalised or custom-made products.
Your statutory consumer rights are not affected by this policy.
Refunds
Once we receive your return, we will inspect the item and notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow up to 10 business days after approval for the refund to appear. Processing times can vary depending on your bank or payment provider.
If more than 15 business days have passed since we confirmed your refund, please contact:
Sale Items
Sale or discounted items are subject to the same return rights provided by applicable consumer law and this returns policy, unless a specific legal exception applies.
Gift Cards
Gift cards are non-refundable unless otherwise required by law.
Contact Us
For any questions about returns, refunds or damaged orders, contact us at:
Email: info@handcasthorizons.com
Store: Handcast Horizons