Refund policy
- Return requests should be submitted within 30 days of delivery.
- Products should be unused and returned in their original condition, with packaging and included accessories where reasonably possible.
- Proof of purchase or an order confirmation is required.
- Certain items, such as personalized, perishable, digital, or hygiene-sensitive products, may be excluded where permitted by law.
How to Request a Return
Email support@silverbrookhorizon.com with your order number and the reason for your return.
Our support team will review your request and provide return instructions. Please wait for authorization before sending an item back.
Refund Processing
After receiving and inspecting the returned item, we will notify you whether your refund has been approved.
Approved refunds are generally issued to the original payment method within 5–10 business days. Processing times may vary depending on your bank or payment provider.
Damaged, Defective, or Incorrect Items
If you receive an item that is damaged, defective, or different from what you ordered, contact us promptly with your order number and photographs where relevant.
We will review the issue and explain the available resolution.
Return Shipping Costs
Unless the return results from our error or a defective product, the customer is generally responsible for return shipping costs.
Original shipping fees are non-refundable unless otherwise required by law.
Nothing in this policy limits consumer rights that cannot legally be restricted.