Refund policy
Refund & Return Policy
Effective Date: 1st July 2025
At Ashorizon.store, we take immense pride in delivering high-quality watches. We understand that sometimes, despite our best efforts, things may not be exactly as expected. This policy outlines how refunds, returns, and exchanges work at Ashorizon.store, ensuring your satisfaction while maintaining the integrity of our exquisite products.
1. Eligibility for Return
Due to the delicate nature and personal aspect of watches, returns are only accepted under the following specific conditions:
- You received the wrong product: The item delivered is different in design, color, or type from what you ordered.
- The product is damaged or defective upon delivery: This includes visible manufacturing flaws or damage incurred during transit.
- The product is missing from the package despite being charged for.
❗ Please note: Returns are not accepted for items that have been worn, altered, or show signs of use beyond initial inspection, as this compromises the product's integrity and value.
2. Return & Complaint Window
You must report any issues within 48 hours of receiving your order. To initiate a return or report a problem:
- WhatsApp us at +92 323 4525436
- Or email ashorizon.store@gmail.com
Please include your order number, clear photos of the product (highlighting the issue), photos of the packaging, and a detailed description of the problem.
Returns requested after 48 hours of delivery will not be entertained.
3. Return Approval Process
Once we receive your return request and supporting evidence:
- Our team will carefully review the complaint and evidence within 2-3 business days.
- If approved, we will arrange a free return pickup of the item or guide you on how to courier the item back to us at our expense.
- Once the returned product is received and thoroughly inspected to confirm the reported issue, we will initiate a refund, replacement, or store credit based on your preference and product availability.
4. Refund Processing
Refunds are processed within 5-7 business days after we receive and inspect the returned product. Refunds will be issued using one of the following methods:
- Bank Transfer
- JazzCash/EasyPaisa
- Store Credit (for future purchases at Ashorizon.store)
Note: Original delivery charges are non-refundable unless the error (e.g., wrong or damaged product) is entirely on our side.
5. Exchanges
We only offer exchanges for incorrect or damaged/defective items received. We do not offer exchanges for items that are no longer needed, wanted, or were wrongly ordered by the customer.
6. Products Not Eligible for Return or Exchange
Items will not be eligible for return or exchange if they are:
- Items that have been worn, used, or altered in any way after delivery.
- Items without their original packaging, tags, or seals intact.
- Products bought during special sales or using deep discount codes, unless demonstrably defective upon delivery.
- Items where the reported issue cannot be verified by our team upon inspection.
7. Cancellation Policy
Orders can only be canceled before they are dispatched. Once an order has been shipped from our facility, it can no longer be canceled. To cancel an order, please WhatsApp us promptly with your order number.
8. Contact Us
For any refund or return queries, please reach out to our dedicated support team:
Ashorizon.store
📧 Email: ashorizon.store@gmail.com
📞 WhatsApp: +92 323 4525436
We are committed to fairness, transparency, and ensuring a stress-free shopping experience at Ashorizon.store. Thank you for trusting us with your jewelry needs.