Refund policy

Effective Date: 15 June 2026

At Next Horizon Gear, we want every customer to shop with confidence. If your purchase is not quite right, we are here to help.

This Refund Policy explains how you can return an item, receive a refund, or request an exchange in line with UK consumer law.

1. 30-Day Return Window

In addition to your statutory right of withdrawal of 14 days, we offer a 30-day return period from the date of delivery.

To be eligible, the item must be unused, unworn, and in original condition. Original packaging, tags, and accessories must be included. Proof of purchase such as your order ID or receipt is required.

Items showing signs of wear, damage, or misuse after delivery may not qualify for a refund unless they are faulty.

2. How to Start a Return

To request a return, contact us at support@nexthorizongear.com or call +44 7962 724605. Include your order number and the reason for your return.

Our customer service team will provide full return instructions and the correct return address by email. Please do not send items back without contacting us first, as return addresses may vary depending on the product. This helps us process your return quickly and correctly.

3. Return Shipping Costs

For faulty, damaged, or incorrect items, return shipping costs will be covered by Next Horizon Gear. For change of mind returns including size, colour, or preference, the cost of return shipping is the responsibility of the customer. We recommend using a tracked service as we cannot be held responsible for items lost in transit.

4. Refunds

Once your return arrives at our returns centre and is inspected, we will email you to confirm approval or rejection. Approved refunds are processed within 5 to 10 business days to your original payment method. Depending on your bank or card issuer, it may take up to 14 business days for the refund to appear.

If your return is rejected due to used or damaged items outside our policy, we will contact you to discuss the options.

5. Exchanges

If you wish to exchange an item, contact our support team first. We will advise whether an exchange is possible or whether you should return the item for a refund and place a new order. This ensures accurate stock management and faster processing.

6. Faulty, Damaged or Incorrect Items

If an item arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery or as soon as reasonably possible. Include photos of the issue, your order number, and a brief description. We will offer either a replacement or a full refund, depending on your preference and stock availability.

7. Contact Information

Customer Service Hours: Monday–Friday, 9:00am–5:00pm GMT
Email: support@nexthorizongear.com
Phone: +44 7962 724605

Our customer service team is based in Australia and provides dedicated English-language support for UK customers. We respond within 24 hours on business days.

8. Company Information

Next Horizon Gear, Sole Trader
Registration Number: 71 367 605 835
Business Address: 41 Bulls Garden Rd, Whitebridge NSW 2290, Australia

For shipping times and methods, see our Shipping Policy.