Returns Policy

At EQUINOX HORIZON PTE. LTD., we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a return policy to help ensure your shopping experience is seamless.

1. Return Eligibility

To be eligible for a return, the following conditions must be met:

• The item must be in its original condition, unused, and unworn (except for trying on shoes).
• The item must be returned within 30 days from the date of delivery.
• The item must be returned with all original tags, packaging, and any accessories included.

2. Non-Returnable Items

For hygiene and safety reasons, certain items are non-returnable, including:

• Shoes that show signs of wear or damage
• Any customized or personalized products
• Sale or clearance items

3. Return Process

To initiate a return, please follow these steps:

• Contact our customer service team at [email protected] with your order number and the item you wish to return.
• We will provide you with return instructions and a return authorization number (RAN).
• Pack the item securely in its original packaging, including any accessories or documentation that came with it, and include the RAN on the return package.
• Please ensure that you ship the item to us using a trackable shipping method. We are not responsible for any lost or damaged returns.

4. Refund Process

Once we receive your returned item and confirm its eligibility, we will process your refund. The refund will be issued to the original payment method used for the purchase. Please note that it may take a few days for the refund to appear on your account, depending on your payment provider.

5. Return Shipping Costs

Unless the return is due to a defect or error on our part, the customer will be responsible for the cost of return shipping. We recommend using a shipping service that offers tracking, as we are not responsible for lost or damaged returns.

6. Exchange Policy

At this time, we do not offer direct exchanges. If you wish to exchange an item for a different size or color, please return the original item for a refund and place a new order for the desired item.

7. Defective or Damaged Items

If you receive a defective or damaged item, please contact us immediately at [email protected] with your order number, a description of the issue, and any supporting photos. We will gladly offer a replacement or a full refund for defective or damaged items.

8. Contact Us

If you have any questions about our Returns Policy or need assistance with a return, please reach out to our customer service team at [email protected]. We are here to help!

Thank you for shopping with EQUINOX HORIZON PTE. LTD.!