Thank you for shopping with Horay. Please read this return policy carefully before placing your order. By completing checkout, you agree to the terms below.
Due to high international shipping cost and bulky packaging for hats, **WE DO NOT ACCEPT RETURNS OR EXCHANGES under any circumstances.** Please confirm size, color and style carefully before checkout.
Refund requests will be reviewed only under the following eligible situations:
- We shipped wrong items (wrong hat style, color or size).
- Items arrive damaged, defective, broken during transit.
- Item is missing from the package.
Refund is NOT available for:
– Change of mind, dislike of style / fit / color
– Minor color difference caused by screen display
– Customer ordered wrong size or wrong color
– Slight manual craft variations that do not affect wearing
## Refund Process
- Contact our support email: horay.service@gmail.com within 48 hours after package delivery. Please provide your Order Number and clear photos/videos of the product, package and shipping label for verification.
- Our team will review your case. We reserve the right to approve full refund or partial refund based on evidence.
- If approved, the refund will be issued to your original payment method within 5–10 business days. PayPal, card issuer or bank may take extra time to process the funds back to your account.
- **You do NOT need to send the hat back to us if refund is approved.** Return shipping will not be arranged or reimbursed.
## Damaged / Lost Package
Please inspect your package immediately upon receipt. Claims for damaged or missing goods must be submitted within 48 hours after delivery scan.
We are not responsible for packages lost or stolen after successful delivery marked by the shipping carrier.
## Dispute Notice
Please contact our customer service first to resolve any issues before opening a PayPal dispute or credit card chargeback. We will keep full order evidence including order records, photos and shipping tracking information for dispute defense.
Contact:
Email: horay.service@gmail.com
Last Updated: 2026-09-24