Politique de remboursement
Refund & Return Policy
We want you to feel confident when shopping with Horizon Reef. If you are not fully satisfied with your purchase, you may request a return under the conditions below.
Right of Withdrawal (EU Customers) Customers in the European Union have the legal right to withdraw from their purchase within 14 days of receiving their order, without providing any reason (EU Directive 2011/83/EU). As a commercial benefit, Horizon Reef extends this period to 30 days for all customers worldwide.
Returns We accept returns within 30 days of delivery. To be eligible, items must be unused, unworn, undamaged, and in their original packaging. Items showing signs of wear, misuse, or alteration are not eligible for return.
Return Shipping Costs Return shipping costs are the responsibility of the customer. Horizon Reef does not provide prepaid return labels for change-of-mind returns.
Refunds Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds are issued to the original method of payment. Shipping fees are non-refundable.
Defective or Damaged Items If you received a defective or damaged item, please contact us before returning it. All claims must include clear photo and/or video evidence showing the issue. If the defect is confirmed, we will cover the return shipping cost and issue a full refund or replacement.
Non-Returnable Items For hygiene and safety reasons, the following items cannot be returned:
- Mouthpieces, snorkels, or any item that comes into direct contact with the mouth or face — unless the protective seal is intact and unopened. (If the seal is intact, the right of withdrawal applies)
- Gift cards
How to Start a Return
To initiate a return, contact us at Support@horizonreef.com with your order number and reason for the request. We will provide instructions based on your specific case.
EU customers can also initiate a return or cancellation directly from their account: [Manage your return]