Returns and Refunds
30-Day Resolution Policy
Not satisfied? Contact us within 30 days of delivery and we'll work with you on a refund, replacement, or supplier-approved return.
Start a Return
Request a return from your order history
Track a Return
Check the status of your return request
Return Eligibility
Eligible for Return
- Items in original, unused condition
- Items with original tags attached
- Items in original packaging
- Issues reported within 30 days of delivery
- Defective or damaged items
- Wrong items received
Not Eligible for Return
- Items used or worn
- Items without original tags
- Requests opened after 30 days (or after a shorter supplier window)
- Sale or clearance items (final sale)
- Personalized or custom items
- Intimate items or swimwear
How to Return an Item
Request a Return Online
Go to your Order History, find your order, and click "Request Return." Select the items you want to return and provide a reason.
Or email us at support@jehorizon.com with your order number.
Receive Your RMA Number
You'll receive an RMA (Return Merchandise Authorization) number within 24 hours. Our team will review your request, verify supplier eligibility, and may offer a partial refund or store credit when return shipping is not required.
Ship Your Item
Once approved, you'll receive shipping instructions via email. Pack your item securely and ship it to the provided address. Keep your tracking number for reference.
Receive Your Refund
Once we receive and inspect your return, we'll process your refund within 5-7 business days. You can track your return status at any time.
Refund Information
- Refunds are issued to the original payment method
- Most refunds are processed within 5-10 business days after approval
- Supplier-managed returns can require additional verification before final refund
- Contact us before shipping any return so we can provide the correct instructions
Supplier Return Windows: Some AliExpress items include a free-return window (often 15 days from delivery). We still ask that you contact us within 30 days so we can route your case correctly.
How We Handle Issues
We review each case individually and work with you to find the best resolution. Options may include:
- Replacement: We'll send a replacement item for defective or wrong items
- Store Credit: Credit for future purchases
- Other resolutions: Depending on your situation, we may offer additional options
Contact us at support@jehorizon.com and we'll help you find the right solution.
Exchanges
We currently do not offer direct exchanges. If you need a different size or color, please return the original item for a refund and place a new order for the item you need. Alternatively, contact us for a store credit which can be applied to your new order.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately with:
- Your order number
- Photos of the damage or defect
- Photos of the packaging (if applicable)
We'll work with you to resolve the issue as quickly as possible.
Contact Us
Have questions about returns? We're here to help!
