Return and refund

Last update: 03/30/2024

Thank you for choosing Horicharm. Please read our return and refund policy carefully to ensure a smooth process in the event of any concerns with your purchase.

General Returns

All items purchased from Horicharm, except customized or personalized items (see below), come with a full 60-day money-back guarantee. If you are dissatisfied with your purchase for any reason, you may return the item within 60 days for a full refund.

Handmade Nature of Our Products

As our products, especially paintings, are handmade and often custom-ordered, minor or subtle variations may occur. Your item may not be an exact replica of the picture you ordered, but we assure you of the quality of work delivered. We guarantee a beautiful product that meets your expectations.

Customized or Personalized Items

Customized or personalized items cannot be returned for exchange or refund unless the item is defective upon receipt.

Exchanges

Each item is eligible for one free exchange. Subsequent exchanges for the same item will incur a 60% restocking fee based on the original item cost.

Returning Items

Returned items must be in new condition with no signs of use, scratches, or dirt. Include all original packaging and boxes in the return shipment. The return shipping cost is your responsibility unless the received item is defective, in which case we cover the return shipment. Shipment of exchanged items back to you is free of charge.

Order Modification or Cancellation

You have 24 hours from placing your order to contact our customer service team for any modifications or cancellations. After 24 hours, orders are in production and cannot be modified.

Damaged/Incorrect Orders

In the rare event of receiving a damaged or incorrect item, contact us immediately with your order number and clear photos of the issue at [email protected]. We will arrange for a replacement or issue a refund promptly.

Order Not Received

If your item is not delivered within 45 days of placing your order, please contact us through our Contact Us page for a free replacement or a full refund. Note that this policy does not cover errors made by customers providing incorrect shipping details.

Note:

Refunds and exchanges are not applicable to items in used condition. New and unused items eligible for return or exchange must be received by the customer within 60 days from the date of receipt. After 60 days, we no longer accept refunds or exchanges.

Contact Us

If you have any questions please contact us:

• Address:182-184 High Street North East Ham London E6 2JA United Kingdom
• Email: [email protected]

We appreciate your understanding and cooperation.

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