Refund policy
Return & Refund Policy
We want you to love what you order. Since every Horushaus item is made to order, here's how returns and refunds work with us.
Made-to-Order Items
Because our products are printed and produced specifically for each order, we're unable to accept returns for reasons such as incorrect size, change of mind, or personal preference. This applies to all items in our store, as each one is custom-produced at the time of purchase.
We'd encourage you to check our size guide and product details carefully before ordering. If you're unsure about anything, reach out to us at hello.horushaus@gmail.com before placing your order — we're happy to help.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or isn't what you ordered, please contact us within 30 days of delivery at hello.horushaus@gmail.com with:
- Your order number
- A photo of the issue
We'll review it and arrange a replacement or full refund at no additional cost to you. No need to return the original item unless we ask you to.
Order Issues
Please check your order as soon as it arrives. If anything looks wrong, reach out right away so we can sort it out quickly.
Discount Codes
Purchases made using a discount code are eligible for the same policy above — a valid discount does not affect your rights in the case of a damaged, defective, or incorrect item.
EU Right of Withdrawal
If your order is shipped within the European Union, please note that due to the personalized, made-to-order nature of our products, the standard EU right of withdrawal does not apply, in line with EU consumer protection exceptions for customized goods. Your rights regarding damaged, defective, or incorrect items, as outlined above, remain fully in place.
Refunds
Once a replacement or refund is approved, we'll process it within 5–10 business days. Refunds are issued to your original payment method. Please note your bank or card provider may take additional time to reflect the refund.
If more than 15 business days have passed since we approved your refund and you haven't received it, contact us at hello.horushaus@gmail.com.
Questions
For anything not covered here, reach out to us anytime at hello.horushaus@gmail.com. We're happy to help.