Introduction
At PassageHorizon, we strive to ensure you are completely satisfied with your purchase. If, for any reason, you are not entirely happy with your order, we are here to help. Please read our return policy to understand how you can return products purchased from our site.
Eligibility for Returns
1. Time Frame:
- You have 30 calendar days from the date you received your item to initiate a return. After 30 days, we cannot offer you a refund or exchange.
2. Condition of Items:
- To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Items that are damaged, worn, or altered will not be accepted.
3. Proof of Purchase:
- Please provide a receipt or proof of purchase when initiating a return. This helps us verify your order and process your return more efficiently.
Non-Returnable Items
Certain items are exempt from being returned, including:
- Gift cards
- Downloadable software products
- Personal care items (e.g., opened pet grooming products)
- Sale items or products purchased with a discount (unless otherwise specified)
How to Initiate a Return
1. Contact Us:
- To start the return process, please contact our customer service team at email with your order number and details about the product you wish to return.
2. Return Authorization:
- Once your return request is approved, you will receive a Return Merchandise Authorization (RMA) number and detailed instructions on how to return your item. Please do not send your purchase back without an RMA number.
3. Packaging:
- Carefully pack the item in its original packaging, including all accessories, manuals, and documentation. Ensure that the RMA number is clearly marked on the outside of the package.
4. Shipping:
- You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.
Refunds
1. Inspection and Processing:
- Once we receive your returned item, we will inspect it and notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days.
2. Partial Refunds:
- In certain situations, only partial refunds are granted (if applicable), such as items not in their original condition, damaged, or missing parts for reasons not due to our error.
3. Late or Missing Refunds:
- If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. If you’ve done all of this and still have not received your refund, please contact us at email.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange an item for the same product, please contact us at email with details of the issue and your order number.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received and approved, a gift certificate will be mailed to you.
Contact Us
If you have any questions about our return policy, please contact us:
- Email: [email protected]
Thank you for shopping with PassageHorizon. We appreciate your business and are dedicated to ensuring your complete satisfaction.
