Refund policy

Ready-to-Ship Items

Ready-to-ship items may be returned within 14 days of delivery.

Items must be unused, undamaged, and returned in their original packaging.

For change-of-mind returns, the customer is responsible for return shipping costs.

Any original shipping, customs, duties, taxes, or other non-refundable delivery-related charges may be deducted from the refund where permitted by applicable law.

Pre-Order and Made-to-Order Items

Pre-order and made-to-order pieces are prepared specifically after an order is placed.

For this reason, they cannot be cancelled, returned, or refunded for change-of-mind reasons once preparation or production has begun.

Pre-order items are expected to dispatch within 30 days of order confirmation.

If we are unable to meet this timeframe, we will contact you with the option to accept the delay or cancel the affected order for a full refund.

Bespoke & Large-Scale Commissions

Bespoke and large-scale commissioned works are individually designed and produced for each client.

Because these projects are created specifically according to the agreed design, dimensions, materials, finishes, lighting, furniture, decorative details, or other project requirements, they are not eligible for cancellation, return, exchange, or refund for change-of-mind reasons once production has begun.

Before production begins, the project scope, estimated production period, pricing, payment arrangement, and major design requirements will be confirmed with the customer.

Any deposit or initial payment required to begin the commission may become non-refundable once design development, sourcing, production, or other project-specific work has commenced, unless otherwise agreed in writing or required by applicable law.

If a customer requests significant changes after production has begun, additional costs and production time may apply.

Where a bespoke commission includes a separate written quotation, project agreement, design approval, payment schedule, or other written confirmation, those project-specific terms will apply to that commission and will take precedence over this general policy to the extent of any inconsistency.

Shipping, custom crating, insurance, customs charges, local delivery, installation, or other project-specific logistics are handled separately unless expressly included in the commission quotation.

Handmade Variations

Each hand-finished piece is individually painted and finished.

Slight variations in paint tone, texture, surface finish, small decorative details, and measurements are a natural part of hand-finished production and are not considered defects.

Product photographs are intended to provide a close representation of the finished piece. Colors and surface appearance may vary slightly due to lighting, photography, screen settings, materials, and the nature of hand-finishing.

For bespoke commissions, minor differences may also result from the scale, materials, hand-finishing process, or adjustments required during production.

Damaged, Defective, or Incorrect Items

If an item arrives damaged, defective, or incorrect, please contact us promptly and provide:

clear photographs of the item;
clear photographs of the outer box;
clear photographs of the internal packaging; and
your order number or commission reference.

An unboxing video is recommended where possible.

Please retain the original packaging until the issue has been reviewed.

For confirmed issues, we will provide an appropriate replacement, repair, refund, return solution, or other remedy at our expense, in accordance with the circumstances and applicable law.

For large-scale or bespoke works, resolution may involve repair, replacement of individual components, local restoration, insurance procedures, freight-carrier claims, or other project-specific solutions rather than return of the entire work.

Returns Process

Before returning any item, please contact us at:

studio@horizondiorama.com

Please do not return an item without contacting us first.

Where a return is approved, we will provide return instructions and the applicable return address.

Customers are responsible for ensuring that returned items are packaged securely.

We are not responsible for damage caused by inadequate return packaging, except where otherwise required by applicable law.

Refunds

Approved refunds will be issued to the original payment method where possible.

Processing times may vary depending on the payment provider or financial institution.

Shipping costs, customs duties, import taxes, payment processing fees, insurance, installation costs, custom crating, and other third-party charges may be non-refundable where permitted by applicable law.

Mandatory Consumer Rights

Nothing in this policy limits or excludes any rights that cannot legally be excluded under applicable consumer protection law.

Contact

For questions about returns, refunds, damaged items, or bespoke commissions, please contact: