01
Start a return
Sign in, open the order, and tell us why within 30 days of delivery. United States orders only.
Returns · United States
Send it back the right way.
30 days from delivery. Unused items, original packaging. Refunds go to the card you paid with — after our US return center inspects the package.
How it works
Four steps. No surprises.
02
We review it
A person reviews the request — usually within one business day. Nothing is auto-refunded.
03
Wait for the label
If we approve it, we email a prepaid label or a US return-center address. Do not mail the item until then.
04
Refund to your card
After the warehouse inspects the item, the refund goes back to the original payment method in 5–10 business days.
Eligible
What we take back
- Delivered to a United States address in the last 30 days.
- Unused, unwashed, and in the original packaging with tags attached.
- All parts, manuals, and accessories included.
- Damaged, defective, or wrong items — even if the box is opened. Photos help.
Final sale
What we cannot take
- Intimate apparel, underwear, or swimwear once worn or with the hygiene seal removed.
- Opened cosmetics, personal-care, or hygiene items.
- Custom, personalized, or made-to-order pieces.
- Items missing parts, or returned without our emailed label or address.
Fulfillment
Where the package actually goes
Horivo items ship from a US fulfillment partner, not from a Horivo storefront. Approved returns go back to that partner’s US return center. Shipping the box anywhere else — including a random warehouse or our office — can delay or void the refund.
Do not ship first
Wait for our email. We send a prepaid label when we cover postage, or a US address when you cover it.
Who pays postage
Damaged, defective, or wrong item: we cover return shipping. Change of mind or wrong size: you may pay return postage.
Photo refunds
If sending the item back is not practical, we may refund you after photos instead of a shipment. We will say so in the email.
Questions shoppers actually ask
- When do I get my money back?
- After the return center inspects the item, we refund the original payment method in 5–10 business days. You will see Horivo or the card network’s name on the statement, not a warehouse name.
- Can I exchange a size or color?
- We do not swap variants on the same order. Return the item, then place a new order for the size or color you want.
- The package never arrived.
- Start a return and choose “Package never arrived.” Do not mail anything. We check tracking first, then refund or reship.
- I am outside the United States.
- Horivo ships only within the United States right now, so returns are US-to-US only.