Is there a return fee?

Return shipping costs only apply if you use the prepaid return label provided via the Horizn Studios Return Portal. If you prefer to organise the return yourself using a carrier of your choice, no return shipping costs will be charged.

👉 Return Portal

European Union (mainland) If you use the prepaid return label, a flat fee of €5 per label/package will be deducted from your refund. The maximum deduction per order is €15, regardless of the number of packages returned. Please note that different conditions may apply for certain island regions within the EU (see below).

United Kingdom If you use the prepaid return label, a fee of £20 per label/package will be deducted. The maximum deduction per order is £60.

Switzerland If you use the prepaid return label, a fee of CHF 20 per label/package will be deducted. The maximum deduction per order is CHF 60.

All other countries (outside EU mainland, UK and Switzerland) Customers are responsible for all return shipping costs and must organise the return independently. No return label will be provided. Please use the following address:

HS New Travel GmbH
c/o Radial GmbH
Siriusstrasse 3
06116 Halle (Saale)
Germany

Returning a defective product If you are returning a product due to a defect, Horizn Studios will cover the return shipping costs in full, regardless of your location. Please contact the Customer Care Team in advance so we can review your case and provide a return label:

👉 Contact Form