Refund policy

ORDER CONFIRMATION AND POLICY ACCEPTANCE

By placing an order on horusfashion.com, you confirm that you have read, understood and accepted the terms of this Returns and Refunds Policy.

This agreement is shown to you:

  • during checkout;
  • in the order confirmation email.

The confirmation expressly states:

“By placing your order, you agree to our Returns and Refunds Policy.”

This statement establishes a contractual agreement between you (the customer) and HORUS and ensures that both parties understand the procedures for returns, refunds and possible disputes.

BY PLACING YOUR ORDER, YOU AGREE THAT:

  • you have reviewed our return conditions, timelines and the list of non-returnable items;
  • you understand that slight variations in fit, colour or measurement (±1–3 cm) are normal and do not constitute a defect;
  • you will follow the approved return procedure, which requires authorisation before any item is shipped back;
  • a refused or unclaimed parcel is treated as a return to sender – in this case we refund 70% of the amount paid (see “Returned-to-Sender or Refused Orders”).

In the event of a bank dispute (chargeback) or formal complaint, this policy – together with the order data, the product descriptions and the communication history – serves as official evidence.

BEFORE YOU ORDER – SIZES AND EXPECTATIONS

We strongly recommend checking our Size Guide before purchasing.
If in doubt, write to us at support@horusfashion.com – our team will be happy to help.

Please note:

  • variations of 1 to 3 cm may occur due to manual tailoring – this is standard in the industry;
  • as a boutique brand, we feel every return. Checking your size before purchasing helps avoid waste and supports responsible production.

RETURN ELIGIBILITY

The return period depends on the reason for the return. The delivery date shown in the tracking is decisive:

  • 14 days from delivery for change of mind – wrong size, wrong colour or if you simply don’t like the item.
  • 30 days from delivery for product defects – manufacturing faults or defects that make the item unusable.

Conditions:

  • Items must be unworn, unwashed and unused;
  • in perfect condition, with original packaging and tags attached;
  • the request must be made by email – within 14 days for change of mind or within 30 days for defective items.

Requests submitted after the applicable deadline may be declined. If items are returned worn, washed, damaged or without their original tags, we will deduct compensation for the resulting loss in value from the refund amount.

ORDERS WITH MULTIPLE UNITS

For orders containing two or more units of the same item, regardless of size or colour:

  • The refund rate in case of return will be 80% of the total amount paid;
  • return shipping costs remain the customer’s responsibility;
  • items must be unworn, unwashed and unused;
  • original packaging and tags must be attached.

NON-RETURNABLE ITEMS

For hygiene and safety reasons, returns and refunds are not accepted for:

  • lingerie, swimwear, bodysuits;
  • items marked “Final Sale” or “Clearance”;
  • gift cards.

UNAUTHORISED RETURNS

Returns sent without prior authorisation or to the wrong address cannot be accepted or refunded.

RETURN PROCEDURE

Step 1: Contact us
Via our contact form or by email at support@horusfashion.com – with:

  • your order number;
  • the item concerned;
  • the reason for the return;
  • clear photos of the item from several angles.

You will receive a reply with detailed instructions within 1–2 business days.

Step 2: Packaging and shipping
Once authorised, please send the parcel back carefully packed.

Important:

  • We do not provide prepaid return labels;
  • return shipping costs are the customer’s responsibility (approximately USD 20–35 depending on region);
  • return customs fees may apply (approximately USD 50–60);
  • we recommend tracked shipping – HORUS is not responsible for lost parcels.

Step 3: Refund processing
After receipt and inspection:

  • The refund is issued within 7 days to the original payment method;
  • surcharges for any express delivery option you selected are non-refundable;
  • customs or handling fees may be deducted where applicable.

PARTIAL REFUND OR STORE CREDIT

To reduce environmental impact, we offer alternatives:

  • keep the item and receive a partial refund;
  • receive a store credit voucher.

This avoids a physical return and makes the process faster.

DAMAGED OR DEFECTIVE ITEMS

If you receive a faulty or damaged item, please contact us within 48 hours of delivery with:

  • your order number;
  • clear photos of the defect.

After verification, we will offer a replacement, refund or store credit.
Claims made after 48 hours may no longer be eligible.

“NON-CONFORMING” ITEMS

Please note:

  • colour differences caused by lighting or screen display are not defects;
  • a 1–3 cm variation is standard in fashion;
  • fit may vary depending on body shape.

A resolution in your favour applies only if the product clearly differs from its description.

ORDERS MARKED AS DELIVERED BUT NOT RECEIVED

If tracking shows “delivered” but you have not received your parcel:
HORUS is not responsible once the carrier has marked the parcel as delivered.

Please:

  • contact your local delivery service immediately;
  • open an investigation and obtain a case number;
  • check with neighbours, building staff or family members;
  • file an official police report if you suspect theft.

Without an official investigation record, our ability to help is limited.
If the carrier confirms a loss or delivery error, we will reassess the case.

RETURNED-TO-SENDER OR REFUSED ORDERS

In the event of:

  • refusal of the parcel – including after a cancellation request;
  • an incorrect or incomplete delivery address;
  • an undeliverable or unclaimed parcel (e.g. at a post office, parcel shop or locker).

The following applies:

  • The refund is issued once the parcel has been received back at our warehouse;
  • a flat fee of 30% of the amount paid is charged for return transport, handling and restocking – you therefore receive 70% of the amount paid;
  • you remain entitled to prove that we incurred no costs or significantly lower costs; in that case, we will only deduct the costs actually incurred.

This does not apply if you refused the parcel because it was visibly damaged or did not match your order – in that case we refund the full amount.
To avoid the flat fee, we recommend accepting the parcel and then returning it through our standard return procedure.

DISPUTES AND CHARGEBACKS

Opening a dispute or chargeback without contacting us first may result in the loss of eligibility for future refunds.
In a dispute, we provide:

  • proof of delivery;
  • the order and communication history;
  • the policies accepted at checkout.

REFUND TIMELINES

  • Up to 7 days after receipt of the returned item;
  • you will receive an email confirmation once the refund has been issued;
  • bank processing times may vary.

NEED HELP?

Write to us at support@horusfashion.com