1. Order Cancellation Rule

Orders can be canceled within 24 hours after purchase confirmation by contacting our customer service via [email protected]. Once beyond the 24-hour cancellation window, goods will be arranged for shipment and cannot be canceled directly; items can only apply for return after receipt following our return rules below.

2. Return & Exchange Eligibility

Customers are allowed to apply for returns or exchanges within 14 calendar days upon receipt of the goods. All returned items must meet the following requirements:

• Products must be unused, unworn, and unwashed
• All original tags, labels, and hygienic liners (if applicable) must remain attached and intact
• Products must be returned in their original packaging (including boxes, dust bags, and any other included accessories)
• No artificial damage, stains, odors (e.g., perfume, smoke), or signs of wear caused by the customer

Deduction for Diminished Value: If a returned item shows signs of use, missing tags, or damaged packaging beyond what is necessary to inspect the product, we may apply a deduction to the refund amount to reflect the diminished value of the item. We will notify you of any such deduction before processing the refund.

Non-returnable items: For hygiene reasons, certain items such as underwear, swimwear, and earrings are non-returnable unless faulty. Please check the product description for any specific return restrictions.

3. Return Address

HOPHORIZONSHOP
RM 1105-3, 11/F BLK C PHASE 1
KWAI SHING IND BLDG
36-40 TAI LIN PAI RD
KWAI CHUNG, HONG KONG

4. Shipping Cost for Returns

Return shipping fees are borne by the buyer for all non-quality-related returns. If the return is due to our error (e.g., wrong item or defective product), we will cover the return shipping cost upon verification. Please arrange return shipment by yourself via a designated logistics carrier.

We recommend using a trackable shipping method and retaining your proof of postage, as we cannot be responsible for items lost in transit during the return process.

5. Refund Processing

After we receive and inspect returned merchandise and confirm all items are in acceptable condition, we will initiate your refund within 2–3 working days. The refund will be credited back to your original payment account (including payments made via Credit Card, Stripe, PayPal, Visa, Mastercard, Google Pay, or Apple Pay).

Important: The time it takes for the refund to appear in your account depends on your payment provider or bank. While we initiate refunds within 2–3 working days, please allow additional time for your bank or card issuer to process the transaction. This typically takes 3–10 business days for credit cards and up to 5 business days for PayPal, but may vary depending on your financial institution.

6. Wrong / Defective Items Received

If you receive incorrect items or products with manufacturing defects caused by our error, please contact us within 14 calendar days of receiving your order. To help us resolve the issue efficiently, please provide:

• Your order number
• Clear photos showing the incorrect item or defect
• A brief description of the issue

We will review your case and arrange an appropriate solution, which may include a replacement, partial refund, or full refund depending on the specific circumstances. We will cover any return shipping costs if the issue is confirmed to be our error.

Consumer Rights Notice: The timeframes and conditions stated in this policy are minimum standards and do not affect any mandatory consumer protection rights or statutory warranties that apply to you under the laws of your country or region of residence. If your local consumer laws provide for longer notification periods or additional rights, those rights shall prevail.

7. Contact Us

For any return-related questions or to initiate a return, please contact us:

• Store Name: HOPHORIZONSHOP
• Operated by: STARQIDA LIMITED
• Business Address: RM 1105-3, 11/F BLK C PHASE 1, KWAI SHING IND BLDG, 36-40 TAI LIN PAI RD, KWAI CHUNG, HONG KONG
• Email: [email protected]
• Tel.: +852 93234978

Please include your order number and a description of the issue when contacting us, so we can assist you as quickly as possible.