Refund policy

Refunds due to item reasons

If the following situations are met, please submit a refund or return request within 30 days from the delivery date of the package, and attach a photo of the item you received to us for confirmation. Incorrect item received Items cracked or damaged due to shipping Some order items are missing Item is defective

Once it is confirmed that it is our cause or product quality problem, we will provide the following two options for you to choose:

• Re-send: Re-send the correct item for you for free within 3 days and send a new tracking ID to you after the package is shopped.
• Full Refund: If you don't need a replacement, we will refund you within 24 hours.

Never received the package

If you don't received package within 25 days from the date of placed order, please contact us. We will use the Tracking ID shared with you to track and investigate the status of the package on our carrier's website (USPS, ROYAL MAIL, DHL, CHINA POST) and send you the tracking status (screenshot and tracking link) for confirmation. According to the tracking results, a full refund will be made within 48 hours if the following conditions are met:

• Package delivery failed
• Tracking status was never updated
• Tracking ID does not exist
• Package has been returned to the carrier

Please note that if the tracking result is that the following circumstances are not eligible for refund:

• Package delivered failed due to wrong or miss address
• Package delivered failed due to insufficient contact information

Ordering the wrong item

Please make sure you select the correct color, model, device and other attributes when placing your order. 

If you order a wrong item due to your own mistake, we do not offer refund only exchanges. 

If you want to get refund, please send the package back to the return address we provided for you (we do not provide any return label and shipping fee). Once we receive your return package will process your refund within 48 hours. Returned packages need to meet the following conditions or refunds will not be supported:

• Item must be in the same condition as when you received it
• Not worn or used
• Labeled
• In original packaging

Refund due to order cancellation

If you do not received an email with tracking ID or your order has not shipped, we will process your refund request within 24 hours.

If the package has already shipped and we have sent a tracking ID to your email, we are temporarily unable to accept your refund request. Please resubmit your refund request again within 30 days of package delivery.

How to Submit a Refund Request

Send your request to orders@hortory.com with the following information using the email account you provided when ordered, we will check the delivery status of your package and reply you with the findings.

• Your name
• Order ID
• Product issues (attach pictures if applicable)

Refund arrival time

If your refund request is approved, we will process your refund within 48 hours, and send a refund confirmation email to you after refunded.

Your money will be returned to your account following your original payment path:

• Paypal payment: usually the refund will be reflected in your paypal detail list in time.
• Credit card payment: Usually it will be reflected in your bank account within 1-2 days. The specific arrival time depends on your bank. If you still do not receive the refund after 3 days, we suggest contacting your bank for inquiries.

To sum up, if you still have other questions about refunds, please contact us at bill@hortory.com and we will reply as soon as possible!