Return Policy

The following Return Policy applies to orders delivered to all countries except the United States.

How to return your order

For every return, the following applies: 

Afterwards, you can choose from the following return options:

  • Return using a return label provided by us, where available for your country (see “Return shipping costs”)
  • Return using a shipping carrier of your choice, at your own cost and arranged by you
  • Free in-person return at one of our Flagship Stores

Please note:
Purchases made in one of our Flagship Stores can only be returned at a Flagship Store. It is not possible to return store purchases by shipping.

Please pack the goods for return so that they are adequately protected during transport, ideally in the original packaging.

Return conditions

For orders delivered to the European Union, the EEA and the United Kingdom, the statutory right of withdrawal of 14 days applies. To meet the deadline, it is sufficient to declare your withdrawal in time. The easiest way is to register your return via our return portal; this registration is considered a withdrawal declaration. You can also declare your withdrawal via the withdrawal function on our website, by email to withdrawal@horizn-studios.com or in any other way. After the withdrawal has been declared, the goods must be handed over to the shipping carrier within a further 14 days. The decisive factor here is the date of handover to the shipping carrier.

Independently of the statutory right of withdrawal, we grant all customers a voluntary right of return of a total of 30 days from receipt of the goods. To meet this deadline, the date of handover to the shipping carrier is decisive. A return under the voluntary right of return is only possible if the goods are returned unused, complete and in their original packaging.

 

Return shipping costs

General information on return shipping costs

For each return shipping label provided by us and created via our return portal, return shipping costs apply. These costs are charged as a flat fee and are based on the actual return shipping costs incurred. The return shipping costs are capped at a maximum of three return shipping labels (i.e. parcels) per order; any additional labels will not be charged separately.

Alternatively, you may organize the return shipment yourself and choose a shipping carrier of your choice. In this case, no return shipping costs will be charged by us. Please send the goods to the following address:

HS New Travel GmbH
c/o Radial GmbH
Siriusstraße 3
06116 Halle (Saale)
Germany

European Union (Mainland)

If you use our prepaid return label, we will deduct a flat return cost contribution of €5 per label or package from your refund amount. Return costs are capped at a maximum of €15 per order, even if more than three packages are returned.
Please note that the conditions under “All Other Countries” apply to certain island regions within the EU.

United Kingdom

If you use our return label, we will deduct GBP 20 per label or package. The maximum deduction per order is GBP 60, even if more than three packages are returned.

Switzerland

If you use our prepaid return label, we will deduct CHF 20 per label or package from your refund amount. The maximum deduction per order is CHF 60, even if more than three packages are returned.

All Other Countries (outside EU mainland, UK, CH)

Customers are responsible for the full return shipping costs and must arrange the return shipment independently. A return label will not be provided. Please use the return address stated above.

Returns due to a product defect

In the case of a return due to a product defect, we will fully cover the return shipping costs, regardless of the country.

Please contact us in advance via our contact form so that we can review the return and provide you with an appropriate return shipping label.

Excluded from return

Personalized products, such as luggage tags with monogramming as well as Horizn ID products, are excluded from exchange and return.

Certain pieces of luggage come with a luggage tag included. If you have this luggage tag personalized with a monogram, it is excluded from return. If you return the luggage, you keep the personalized luggage tag. In this case, we charge the regular price of €35 for the luggage tag and monogram and deduct this amount from your refund.

Under the voluntary right of return, a return is excluded if there are signs of use, in particular wear, scratches resulting from use or from attaching or removing stickers, as well as use-related or light-related fading of printed colors on Limited Editions. For the statutory right of withdrawal, the section “Signs of Use and Deductions for Loss in Value” applies.

Signs of Use and Deductions for Loss in Value

You may inspect products within the scope of the statutory right of withdrawal, as would also be possible in a physical retail store. Minor or minimal signs of use resulting from such inspection do not exclude a return and do not lead to any deduction.

Please note, however: Use that goes beyond mere inspection, for example an actual trip with a suitcase, may result in visible signs of use. In such cases, we reserve the right to deduct an appropriate amount for diminished value from the refund.

Depending on the condition of the returned goods, the deduction may, for example, be as follows:

  • up to 30% for visible scratches or wear
  • up to 50% for heavy use

If you have not declared your withdrawal within the 14 days, we can no longer accept used goods. A return is then only possible if the products are unused, in their original packaging, and complete.

Returns of set items

If you return individual items from a discounted set, we reserve the right to deduct the difference between the discounted and regular price from your refund.

Refunds

Refunds under the statutory right of withdrawal (EU, EEA and UK)
  • If the withdrawal is declared within the statutory period, we will refund the value of the returned items, minus any return cost contribution, no later than 14 days from receipt of your withdrawal declaration.
  • We reserve the right to withhold the refund until we have received the goods or until proof of return has been provided.
  • If an order is returned in full, we will additionally refund the cost of the cheapest standard delivery option offered by us. Costs for any delivery method chosen beyond this, for example express shipping, will not be refunded.
  • If at least one item is kept, the originally paid shipping costs will not be refunded.
  • The refund will be issued using the same payment method that was used for the original order. We do not charge any fees for refunds.
  • If the order was paid for in whole or in part with a Horizn Studios gift voucher, you will receive a corresponding credit for future purchases.
  • Within the statutory 14-day period, compensation for diminished value may be deducted if the products were used beyond normal inspection, resulting in a loss of value.
  • After the withdrawal has been declared, the goods must be handed over to the shipping carrier within 14 days.
Refunds under the voluntary right of return
  • For orders delivered to Switzerland and to all other countries outside the EU, the EEA and the United Kingdom, only the voluntary right of return applies.
  • If you have not declared your withdrawal within the statutory 14 days, refunds are issued exclusively under our voluntary right of return. In this case, only unused, complete products in their original packaging will be accepted.
  • If these conditions are met, we will refund the value of the returned items in full no later than 14 days after receipt of the goods.
  • Originally paid shipping costs (outbound shipping) will not be refunded.
  • If our return shipping label is used, the return shipping costs applicable under our return shipping cost policy may be deducted from the refund amount.
  • Used goods can no longer be returned or refunded unless you have declared your withdrawal within the 14 days.
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