30-days refund/return guarantee.
We want you to feel comfortable and confident when shopping at HortoryCase, that’s why we offer a 30 days return & exchange policy. You have the right to enjoy the return and exchange service within 30 days after the package is successfully delivered, and the date and status of the package's successful delivery are subject to the logistics tracking results. If you do not submit any refund or return request within 30 days, you will no longer be entitled to any return guarantee service.
What’s the Refund/Return Policy?
- Items returned without authorization will not be accepted.
- The time frame for return & exchange must not exceed 30 days from when the original order was received.
- Any product you return must be in the same condition and original packaging as it was received.
- If you are not satisfied with the product you received, or ordered a wrong item due to your own mistake, please send the package back to our return address and you will be responsible for shipping fee. Once we receive your returned item, we will process your refund.
- If you do not receive the package over 25 days please contact us, we will investigate the delivery status, if the delivery fails or is not delivered successfully, we will process your refund within 24 hours.
- If you want to cancel the order and get a refund, we will process your refund within 24 hours if you have not received the email with the tracking ID or the order package has not been shipped. If the package has been shipped and we have sent a tracking ID to your email, you need to resubmit a new refund request within 30 days of receiving the package.
- If you have received the package, but get some wrong items, or the items is damaged or damaged due to shipping, please contact and take a photo for us, once confirmed we will process your refund within 24 hours. If you just need a replacement without a refund, we will resend you the correct product within 2 days.
- Items specifically marked as handmade or custom made on the product detail page are not eligible for returns or refunds.
Who charges for the return shipping fee?
- If you choose the wrong phone model size or you don’t like the style and want to return or change it after receiving the products, the customer is responsible for the return and re-delivery cost.
- If you receive the wrong style/colors/model/defective/damaged product, HortoryCase will bear all shipping costs, and will be re-sent to you in the correct case or after receiving the return money.
When are refunds processed?
- Refunds will be processed within 24 hours of receipt of the returned package.
- Refunds will be credited back to your account via your original payment path.
- You will be notified by email when the refund is successful.
- PayPal refund usually takes 1-3 business days.
- Credit card refunds usually take 5-7 business days to appear on your statement.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you've done all of this and you still have not received your refund, please contact us.
Special Notice for Refunds/Returns
- Any refund needs to be applied within 30 days after receiving the package. If more than 30 days, no refund will be provided.
- When placing an order, please choose the correct product color, size and other options to avoid return or exchange.
- We do not provide any return labels or pay for any return shipping.
- Any returned items must be sent to our designated shipping address.
- Any item returned to us that does not comply with our refund policy will either be discarded or returned to you, and you will be responsible for the shipping cost.
We encourage customers to carefully read and understand our returns policy. Please make sure all items are eligible for return to avoid disappointment. In the event of miscommunication or otherwise, the return and refund terms and conditions set out on our website shall prevail. If you have any questions, please contact our customer support team will help within 24 hours.
Package Return AddressR913 Chinachem Plaza, 77 Mody Road, HongKong