Return Policy
We want you to love every Horara piece you receive. If something isn't quite right, this policy explains how to return or exchange your order under UK consumer law and our own goodwill terms.
1. 14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have 14 days from the day you receive your order to notify us that you wish to cancel, without giving any reason.
After notifying us, you have a further 14 days to return the goods.
2. Condition of returned items
To qualify for a full refund, items must be:
- Unworn, unused, and unmarked.
- In their original packaging, including the protective pouch and any tags.
- Accompanied by your order confirmation or order number.
We reserve the right to reduce a refund if the value of the goods has been diminished due to handling beyond what is necessary to assess the nature and characteristics of the item.
3. Non-returnable items
The following items are exempt from the 14-day right to cancel, except where the goods are faulty or not as described:
- Bespoke or made-to-order pieces.
- Engraved, monogrammed, or otherwise personalised items.
- Earrings for pierced ears, for hygiene reasons, once removed from sealed packaging.
4. How to start a return
To begin a return, email us with your order number and a short note about the item:
We'll reply within one business day with return instructions and, for orders over £200, a prepaid Royal Mail Special Delivery label.
5. Return shipping costs
- Orders £200 and over: we cover return postage with a prepaid insured label.
- Orders under £200: you are responsible for return postage. We strongly recommend an insured, tracked service, as we cannot accept responsibility for items lost or damaged in transit before they reach us.
- Faulty or incorrect items: we cover the full cost of return regardless of order value.
6. Refunds
Once we receive and inspect your return, we will process your refund within 14 days. Refunds are issued to the original payment method. Depending on your bank, funds typically appear within 3–5 business days of processing.
Refunds cover the price of the goods and the original standard delivery charge, where one was paid. Any upgraded delivery costs are non-refundable unless the return is due to our error.
7. Exchanges
We're happy to exchange an item for a different size, style, or piece of equal or greater value (you pay any difference). Email us to arrange — exchanges follow the same condition rules as returns.
8. Faulty, damaged, or incorrect items
Under the Consumer Rights Act 2015, goods we supply must be of satisfactory quality, fit for purpose, and as described. If your item arrives faulty, damaged, or is not what you ordered, please contact us within 30 days. We will arrange a free return and offer a full refund, repair, or replacement at your choice.
Where possible, please include a photograph of the issue in your first email — this helps us resolve things faster.
9. Lifetime repair guarantee
Separate from returns, every Horara piece is covered by our lifetime repair guarantee for craftsmanship-related defects under normal wear. Accidental damage, loss, theft, and ordinary wear and tear are not covered, but we'll always quote you at cost before any repair work begins.
10. Contact
For any questions about returns:
- Email: hello@horara.online
- Email: hello@getbritishsub.live
- Address: Horara, 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom