Refund policy

Return periods vary by destination. For orders delivered within Japan, you may request a return within 10 days after receiving the item. For orders delivered to all other destinations we serve, you may request a return within 14 days after receiving the last item in the order. Any broader return or withdrawal rights provided by applicable law take precedence.

To start a return, please contact us at zenshade2025@gmail.com. Approved returns must be sent to:

HORIZON
Attn: Ito
3-4 Amase Minamimachi, Kita-ku
Okayama-shi, Okayama 700-0834
Japan
Tel: +81-86-225-1654

Return procedure and return shipping
If you wish to return an item, contact us before shipping it and provide your order number and reason for the return. If an item is defective or damaged, or you received the wrong item, please also send photos so we can review the issue.

For returns for reasons other than a defect, damage, or fulfillment error, you must arrange and pay for return shipping. If an item is defective or damaged, or you received the wrong item, we will pay the return shipping cost. After approving your return, we will send you the return address, return instructions, and any customs declaration instructions that may be needed. If we cannot provide a return label, we will approve the shipping method and cost before you ship the item. Please use the approved method and send us the tracking number and shipping receipt. We will cover the return shipping cost we approved.

Items returned before we provide written approval will not be accepted.

If you have questions about returns, contact us at zenshade2025@gmail.com.

Damaged or incorrect items
Please check your order when it arrives and contact us promptly if an item is defective or damaged, or if you received the wrong item. We will review the issue and take appropriate action.

Non-returnable items
Sale items and gift cards are generally not eligible for return. This does not apply when a return or withdrawal is required by applicable law, or when an item is defective or damaged, or the wrong item was sent.

Exchanges
The fastest way to get the item you want is to return your current item. Once the return is accepted, you can place a separate order for the new item.

14-day cooling-off period for the European Union and the United Kingdom
Despite the above, if your order is shipped to the European Union or the United Kingdom, you may cancel or return your order within 14 days for any reason and without giving a reason. The 14-day period is counted from the date you receive the last item in your order. The item must be in the same condition as when received, unworn or unused, with its tags attached, in its original packaging, and accompanied by proof of purchase.

Refunds
After we receive and inspect your return, we will let you know whether your refund is approved. Approved refunds will be issued to your original payment method. For withdrawals by customers in the European Union and the United Kingdom, we will issue a refund within 14 days of receiving the withdrawal notice, in accordance with applicable law. Where applicable law allows, we may withhold the refund until we receive the returned item or proof that it has been sent back. For other regions, we aim to process refunds within 10 business days after approval. Your bank or card provider may take additional time to post the refund.

If you have not received your refund or have questions, contact us at zenshade2025@gmail.com.