Refund policy
We want you to be happy with what you ordered. If it isn't right, we'd rather swap it than have it sit rolled up in your garage.
Return window
You have 30 days from the date of delivery to request a return.
Condition
To be eligible, the item must be unused and free of outdoor exposure — no dirt, water marks, pet hair or furniture indentations — and in the same condition in which you received it.
It is absolutely fine to unroll a rug indoors, or unwrap a pillow or blanket, to check the size, colour and texture. An item that has been used outdoors cannot be returned.
Please keep the original packaging where possible. If you no longer have it, any carton that protects the item in transit is acceptable.
How to start a return
- Email contact@horizonrugs.com with your order number and the item you wish to return.
- We will reply within 1 business day with a return authorisation and the correct return address.
- Send the item back using a trackable service.
Items returned without prior authorisation cannot be accepted, as we are unable to identify them on arrival.
Return shipping costs
- Faulty, damaged or incorrect items: we cover return shipping in full and will send you a prepaid label.
- Change of mind, or the size doesn't suit your space: return shipping is at your own cost.
Refunds
Once your return reaches us and has been inspected, we will email you to confirm whether it has been approved. Approved refunds are issued to the original payment method within 5–7 business days.
Depending on your bank or card issuer, it can take a further few business days for the refund to appear on your statement.
Shipping is included in our US prices, so a refund for a returned item is a refund of the price you paid for it. Where an international order is returned, the shipping charged at checkout is refunded only if the return is due to a fault, damage or an error on our part.
Exchanges
Exchanging for a different size or colour is usually faster than returning and reordering. Email us and we will arrange it directly. You will only pay the price difference if you are moving to a more expensive item.
Damaged or defective on arrival
Please inspect your order as soon as it arrives. If anything is damaged, defective or not what you ordered, email us within 7 days of delivery with photographs of both the item and the packaging. We will send a replacement at no cost, and in most cases you will not need to return the damaged item.
Items that cannot be returned
- Items marked final sale or clearance
- Items that have been used outdoors
- Gift cards
Order cancellations
Orders can be cancelled free of charge at any point before dispatch. Once an order has left our fulfilment centre it must be handled as a return.
Questions
If you are unsure about size, colour or how something will hold up in your climate, please email us before you order — we would far rather help you choose correctly than process a return. Reach us at contact@horizonrugs.com.