HOORR Return, Refund & Cancellation Policy

At HOORR, we want you to love every piece you order.
If something doesn’t fit right or meet your expectations, we’re here to make your return simple, fair, and transparent.

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1. Return Eligibility

We accept returns of unworn, unwashed clothing items that include original tags and are returned in clear garment packaging with the product SKU label intact.

To qualify for a return:

• A return request must be initiated within 7 days of delivery (based on tracking confirmation).

• The item must be shipped back within 7 days of return approval.

• Items must be in their original condition — unworn, unused, unwashed, and in original packaging.

• Proof of purchase (receipt or order confirmation) is required.

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2. How to Start a Return

To request a return:

• Log into your account and select “Return” next to the item you’d like to send back, OR
• Email us at support@thehoorrstore.com within 7 days of receiving your order.

Once your return request is approved, we’ll send you:

• Step-by-step return instructions
• The return shipping address
• Support from our team throughout the process

⚠️ Items sent back without prior approval will not be accepted.

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3. Return Address

Returns Department
17300 Railroad Street, Unit D
City of Industry, CA 91748

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4. Return Shipping & Processing

• Return shipping costs are the responsibility of the customer unless the return is due to our error or a damaged/incorrect item.

• Shipping and handling fees are non-refundable.

• Once your return is received and inspected, please allow 5–7 business days for your refund to be processed.

• You’ll receive an email once the return is completed and your refund has been issued.

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5. Refunds

Once approved, refunds are issued to your original payment method within 10 business days.
It may take additional time for your bank or credit card provider to reflect the refund.

If more than 15 business days have passed since your refund approval, please contact us at support@thehoorrstore.com or chat with us. 

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6. Non-Returnable & Final Sale Items

For hygiene and safety reasons, the following items cannot be returned or refunded:

• Intimates & Lingerie
• Bodysuits
• Jewelry
• Face Masks
• Swimwear
• Sale Items & Gift Cards

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7. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive the wrong item, please contact us immediately at support@thehoorrstore.com with your order number and clear photos.
We’ll quickly review your claim and arrange a replacement or refund as appropriate.

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8. Order Cancellations

We understand that you might change your mind — but our fulfillment process starts quickly, so cancellations are time-sensitive.

• Orders may be canceled within 24 hours of purchase, but it is not guaranteed.

• If eligible, a “Cancel Order” button will appear in your order status page.

• If you do not see the button, it means your order is already being processed or shipped.

Once an order is in Info Received or In Transit  status, it cannot be canceled.
If cancellation is no longer possible, you may initiate a return within 7 days of receiving the package.

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9. U.S. & International Returns

• Currently, only U.S. orders are eligible for return services.

• We are not accepting returns for orders shipped outside the U.S. at this time.

However, for international customers:

If an item arrives with a verified quality issue or manufacturing defect, we’ll issue a product cost refund — no return required.

We’re actively working to expand return capabilities for international orders in the future.

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10. 30-Day Return Insurance

If you purchased Return Protection Insurance while the product was in your cart, your order is automatically covered for 30 days after delivery.

Customers who opt for this insurance can initiate a return within 30 days from delivery.

If Return Protection wasn’t purchased at checkout, eligible items can still be returned within 7 days under HOORR’s standard return policy.

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11. Exchanges

We do not offer direct exchanges — please contact us immediately within the return window so we can help process your new order, exchange, or desired item as quickly as possible.

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12. Important Notes

• The 7-day return window begins once your tracking shows the order as Delivered.

• Returns that do not meet eligibility may be declined or subject to a 20% restocking fee.

• Orders cannot be canceled or modified once shipped.

• Shipping fees are non-refundable.

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Need Help?

Email: support@thehoorrstore.com
Call: +1 (302) 292-9928
Chat : Live Chat