Returns & Refunds

 

Returns Policy

We hope you love your Horimotehome essentials, but we understand that sometimes a product may not be the perfect fit. If you experience any issues with your order, we’re here to help!

 

1.What can I return/exchange?

Returnable items: 

Items that can be returned/refunded or exchanged within 30 days of delivery must meet one of the criteria as below:

  • Faulty items: damaged, broken, or soiled upon arrival.
  • Items received in the incorrect size/color.
  • Unwashed, unworn and unused item(s) that don't meet your expectations.

 

2.When are returns or refunds not accepted?

Returns or refunds are generally not accepted under the following circumstances:

  • Items that have been washed, or show signs of use
  • Damage caused by improper use or care, such as: Fabric damage caused by bleach or high-heat drying. Damage from pets, sharp objects, or cuts
  • Requests submitted after the 30-day return window
  • Custom-made items, sale items, or products clearly marked as non-returnable
    These items will be clearly noted on the product page in advance.

 

3.How do I make a return?

Follow the 4 steps to simplify your return/refund process.

Step 1: Submit the following to our care team email (care@horimotehome.com)

 - Order number
 - Product name
 - Reason for return

Step 2:  Our care team will respond to your request within 24-48 hours and provide you with a Return Merchandise Form (RMA) along with our return address.

Step 3: Please return the item according to our instructions on the RMA form and send us return proof in the form of the tracking number and a valid return receipt.

Step 4: Once we have received the returned item(s), we will email you and arrange an exchange or a refund within 48 hours .  After this, please note the refund times below: 

For PayPal refunds, please allow up to 24 hours for the transaction to appear in your account. For credit card refunds, it usually takes 7 days, but the time may vary by merchant and bank, with some taking a few days and others taking a few months.

 

4.Return shipping and address

1. All shipping fees are at the customer's expense. This includes shipping fees for a return or exchange. Shipping fees are non-refundable. If the return is due to an issue with the product outlined above in the returnable items section, then you are not required to bear the shipping fee for this reason; you must send a photo, though. 

2. Please contact your local post office to confirm the accurate return shipping fee. We recommend you use the cheapest registered airmail method that is available.

 

5.Missing Items

If you notice that an item is missing from your order, please contact us with:

  • Your order number
  • Details of the missing item
  • Any relevant photos (if available)

You can reach us via email (care@horimotehome.com) or the website inbox.
Once the issue is confirmed, we’ll arrange a replacement shipment at no additional cost to you.

 

6. How long does it take for a refund to be processed?

Refunds for Shopify orders typically take 3–10 business days to appear in your original payment account.
Processing time may vary depending on your payment method and your bank’s policies.