30-day return window
You may request a return within 30 calendar days after carrier-confirmed delivery. The return must be approved before shipment. The product must be unused, clean, unmodified, and in resalable condition with original packaging, manuals, components, attachments, accessories, and serial-number labels intact.
How to request authorization
Email support@daihorizonhome.com with your name, order number, product name, quantity, reason for return, and preferred contact information. For a damaged, defective, or incorrect product, include clear photographs or video. Approved returns must be handed to the designated carrier within 10 calendar days.
Return shipping and responsibility
For change-of-mind returns or ordering mistakes, the customer is responsible for tracked and insured return shipping. Original and expedited shipping fees are nonrefundable. If we confirm an incorrect, transit-damaged, or defective item, we will provide a prepaid label or reimburse reasonable return shipping authorized in writing.
Inspection and deductions
Eligible products returned complete and in original condition are not subject to a restocking fee. We inspect packages within 3–5 business days. If a return is incomplete, used, damaged after delivery, or improperly packed, we may decline it or deduct the documented loss in value where permitted by law.
Refund method and timing
Approved refunds are issued to the original payment method only. After issuance, a bank or card provider may require an additional 5–10 business days to post the credit. We do not send cash, wires, cryptocurrency, or credits to a different account.
Non-returnable items and exclusions
Gift cards, final-sale products, opened consumables, used filters, pads, brushes, hygiene-contact accessories, products missing serial numbers, and products damaged by misuse or unauthorized repair are not returnable unless required by law.
Exchanges and cancellations
We do not perform direct exchanges. Return the eligible original purchase and place a new order. Orders may be cancelled before fulfillment begins; once shipped, the standard return process applies.
Questions and support
Contact DAI Horizon Commerce LLC at support@daihorizonhome.com or +1 (815) 771-5364. Support is available Monday through Friday, 9:00 a.m.–5:00 p.m. Central Time. Our business address is 523 S 7th St, West Dundee, IL 60118.