Return Policy

How to return your order

  • Enter your order details in our return portal and select your preferred return method.
  • You will receive all return instructions by email.
  • Pack the items securely, ideally in the original packaging.
  • Drop off the parcel at a parcel shop of the selected carrier.
  • Once your return has been received and checked in our warehouse, we will refund your purchase amount in accordance with the return conditions below.

Return conditions

In addition to your statutory right of withdrawal, we offer you a voluntary return option:

  • 100 days for luggage
  • 30 days for all other products

The period begins on the day you receive the goods. Please register your return through our return portal and send the goods back to us within the applicable period.

Please note:

  • Within the statutory 14-day withdrawal period, you have an unrestricted right to return your order. If the goods have been used beyond merely checking their condition, properties, and functionality, we may deduct a reduction in value from the refund amount.
  • After the 14-day period has expired, returns are only possible if the goods are unused, in their original packaging, and complete. In this case, we will refund the full purchase price. Returns of used goods are no longer accepted after the 14-day period.
  • Please note: The statutory right of withdrawal applies only to customers residing in the European Union and the United Kingdom. For customers residing in all other countries, only our voluntary return policy applies.

Return shipping costs

EU:
Returns are free of charge if the order value is 150 € or more. For orders under 150 €, a flat return fee of 5 € will be deducted from your refund if you use our prepaid return label. Alternatively, you can organise the return yourself at your own expense.

United Kingdom:
Returns are free of charge for orders of 150 GBP or more. For orders under 150 GBP, a flat return fee of 20 GBP will be deducted from your refund if you use our return label.

Switzerland:
For returns, we will refund the value of the goods minus the original shipping costs (outbound shipping). In addition, we charge a flat return fee of CHF 20, regardless of the order value, if you use our return label. This amount will be deducted from the refund. Alternatively, you can organise the return yourself at your own expense.

All other countries (outside EU, UK, CH):

Customers must cover the full cost of return shipping and organise the return independently. A return label will not be provided. Please use the following return address:

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

In the event of a return due to a product defect, we will cover the return shipping costs in full – regardless of the country. Please contact our Customer Care team in advance via our contact form so we can review the case and provide a suitable return label if applicable.

Excluded from return

  • Personalised products, e.g. luggage tags with monogram as well as HORIZN ID products.

    Special note on orders with personalised luggage tags:

     

  • If luggage is purchased together with a personalised luggage tag, the luggage can be returned, but the luggage tag cannot. In this case, a flat fee of €20 will be deducted from the refund amount.

    Please also note:

     

  • Returns are not possible in cases of wear and tear, scratches on the sticker, or fading of the print colours on Limited Editions.


Signs of Use and Deductions for Loss in Value

You are entitled to inspect products as part of your statutory right of withdrawal – just as you would in a physical retail store. Minor signs of use that occur during such an inspection do not exclude the possibility of a return and will not result in any deduction.

However, please note: If a product is used beyond this inspection – for example, if a suitcase is taken on an actual trip – visible signs of wear may occur. In such cases, we reserve the right to deduct an appropriate amount from the refund based on the condition of the returned item.

Depending on the condition, deductions may be applied as follows:

  • up to 30 % for visible scratches or general wear
  • up to 50% for heavy signs of use or missing original packaging

After the statutory 14-day withdrawal period has expired, 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

Once your return has been received and inspected, we will refund the purchase price – minus any applicable return fees – no later than 14 days.

  • If you have chosen a shipping method other than the least expensive standard shipping option offered by us, we will not refund any additional shipping costs.
  • The refund will be made using the same payment method you used for the original purchase. We do not charge any fees for refunds.
  • If your order was paid (partially) with a Horizn Studios gift card, you will receive a corresponding credit for future purchases.
  • Within the statutory 14-day withdrawal period, a deduction may be made if the products have been used beyond a simple examination of their condition, properties, and functionality, or if they have not been properly packaged when returned.
  • After the 14-day period, only unused, original-packaged, and complete products will be accepted and fully refunded. Used goods cannot be returned or refunded after the 14-day period.
to top