Refunds and Return Policy

1. Application for Returns/Refunds

Subject to the terms and conditions in this Refunds and Return Policy, Buyer may apply for return of a purchased item (“Item”) and/or refund.

For the avoidance of doubt, an application for return/refund may be made not later than the refund/return period as determined by Horizon Rise, in its sole discretion, and notified to Buyer from time to time (“Return/Refund Period”). 

2. Conditions for Return/Refund

2.1 Buyer may only apply for:

a) Refund where Item has never been received by Buyer (“Unreceived Item”); or

b) Return of Item received by Buyer (“Received Item”) and refund in the following circumstances:

(i) Received Item was defective and/or faulty e.g., does not work as intended;

(ii) Received Item was incomplete e.g., missing quantity or accessories;

(iii) Received Item does not match a description in a listing or a specification as agreed e.g., wrong size, color, etc.;

(iv) Received Item is an expired product;

(v) Buyer received an empty or suspicious parcel;

(vi) Received Item has physical damage that was sustained during the delivery process e.g., shattered/broken Item, scratches/dents, etc.; or

(vii) Buyer has a change of mind, subject to the terms and conditions of this Refunds and Return Policy (“Change of Mind”). 

2.2  Buyer must submit an application for return/refund via the Horizon Rise website within the applicable Return/Refund Period set out in Section 3.

3. Procedure for Return/Refund

3.1 Unreceived Item

a) Buyer may file an application for refund in respect of Unreceived Item within the applicable Return/Refund Period of 7 days, counted from

(i) The last day of the expected delivery date of Unreceived Item as indicated in the Horizon Rise website; or

(ii) The date the status of Unreceived Item on the Horizon Rise website has been updated as “Delivered”.

b) Buyer agrees that approval of Buyer’s application for refund in respect of Unreceived Item will be made by Horizon Rise in its sole discretion and shall be subject to Buyer’s compliance with such conditions as may be specified by Horizon Rise from time to time. Buyer acknowledges and agrees that Horizon Rise’s decision is final, conclusive, and binding and covenants and agrees that it will not bring suit or otherwise assert any claim against Horizon Rise or its affiliates in relation to such decision.

3.2  Received Item

a) Buyer may file an application for return of Received Item and/or refund within the applicable Return/Refund Period of seven (7) days, counted from the date the status of Received Item on the Horizon Rise website has been updated as “Delivered”.

b) Buyer must return, unless noticed otherwise, the received Item which is subject of Buyer’s application for return/refund to a location designated by Horizon Rise, within seven (7) days counted from the application date, using a shipping method specified by Horizon Rise.  Non-compliance with the timelines set out in this sub-section will result in the automatic cancellation of Buyer’s application for return/refund.

c) Buyer agrees that approval of Buyer’s application for return/refund in respect of Received Item will be made by Horizon Rise in its sole discretion and shall be subject to Buyer’s compliance with such conditions as may be specified by Horizon Rise from time to time. Buyer acknowledges and agrees that Horizon Rise’s decision is final, conclusive, and binding and covenants and agrees that it will not bring suit or otherwise assert any claim against Horizon Rise or its affiliates in relation to such decision.

3.3  Change of Mind

a) Horizon Rise acknowledges that Buyers may apply for return/refund of Received Item due to a change of mind i.e., wish to return Item in an original condition without having issues relating to the quality or condition of the Item. (“Change of Mind”)

b) Item applied for return/refund of Received Item due to a change of mind must be returned in an original condition, with a parcel unopened and the Item unused.

c) Item eligible for return/refund due to a change of mind exclude 

(i) Food and beverages; 

(ii) Personal care items, especially those related to hygiene; 

(iii) Clothing related to hygiene, such as underwear, panties, socks, stockings, swimwear, etc,; 

(iv) Made-to-order products, such as custom-tailored clothing, personalized products, etc.;

(v) Pre-order products or products where Buyer orders and pays in advance before the product is produced or imported;

(vi) Digital goods, such as discount codes;

(vii) Blind box or randomly selected products, such as collectible figure sets where the buyer cannot choose the specific model, only receiving a randomly selected one;

d) All other procedures for return/refund of Received Item due to a change of mind shall be governed by the procedure applicable to the return/refund of Received Item.

4. Conditions for Returning Received Item

4.1  Received Items eligible for return must be

a) In original packaging;

b) With original tags/labels attached;

c) New, sealed, and with no signs of usage i.e., no stains, damages, or signs of washing;

d) Containing all parts and accessories and other items sent by Seller, including all free gifts; and/or

e) In compliance with any other criteria determined by Horizon Rise from time to time.

4.2  Buyer must take pictures of Received Item upon receipt and submit the pictures to support its application for return/refund. For more information on how to provide effective evidence to support an application for return/refund, please contact info@nouvelhorizon.store

4.3  Buyer shall ensure that Received Item is properly packed for return in a secure condition that prevents damage during transit. Appropriate protective materials such as bubble wrap, padded envelopes, or sturdy boxes shall be used where necessary. Horizon Rise reserves the right to reject the return if Item is found to be damaged due to inadequate packaging by Buyer.

5. Liability for Forward Shipping Fee and Return Shipping Fee

5.1  In the event that Horizon Rise approves an application for return/refund for reasons attributable to Horizon Rise, namely, any of the reasons specified in Sections 2.1(a) and 2.1(b)(i) to (vi), Horizon Rise shall bear the Forward Shipping Fee and, if applicable, the Return Shipping Fee.

5.2  In the event that Horizon Rise approves an application for return or refund for reasons not attributable to Horizon Rise, namely, any of the reasons specified in Section 2.1(b)(vii), Buyer shall bear all shipping costs, including the Forward Shipping Fee and, if applicable, the Return Shipping Fee.

6. Refunds

Buyer will only be refunded after Horizon Rise has received the returned Item. The refund will be made to Buyer’s credit/debit card or designated bank account, whichever is applicable.

In the event that Horizon Rise approves, in its sole discretion, Buyer’s application for refund of Unreceived Item, Horizon Rise will refund Buyer via the same payment method used by Buyer for the original purchase (“Original Payment Method”) within the applicable timeline determined by Horizon Rise from time to time.

In the event that Horizon Rise is unable to effect the refund via the Original Payment Method for any reason whatsoever, including, but not limited to, where the Original Payment Method is no longer valid or cannot be used to receive funds, Buyer acknowledges and agrees that:

(a) Horizon Rise may, in its sole discretion, effect the refund via the issuance of Horizon Rise vouchers (of equivalent value to the refund amount) in accordance with such timeline as may be determined by Horizon Rise, and

(b) Upon issuance of such Horizon Rise vouchers, Buyer shall have no further right or claim against Horizon Rise in connection with such refund.

Last update: 26 July 2025