Returns with a fair, evidence-led process.

1. Seven-day request window

Subject to the product category and applicable law, an eligible return request should be submitted within 7 days of delivery. The order record and delivery status are used to determine the window.

2. Eligible condition

For a change-of-mind return, the item should be unused, unworn where relevant, in suitable packaging, and with tags or seals intact where reasonably required. A normal product that has been materially used is not eligible merely because the customer changed their mind.

3. Defective, damaged, or wrong items

Reasonable inspection or testing to identify a defect does not automatically void a valid claim. Evidence may include photos, video, packaging, shipping labels, and order details. The responsible seller handles seller-product remedies; FastXHorizon handles its own in-house cases.

4. Non-returnable categories

Digital products after delivery, personalized goods, opened hygiene-sensitive products, perishables, and other categories configured by the platform may be non-returnable. The product or category notice should be checked before purchase.

5. Seller refusal

If a seller improperly refuses a verified valid damaged, wrong, or defective claim, FastXHorizon may escalate the case and record a verified compliance point after review.