Refund policy

Shipping & Returns Policy: Horizon Proxies

Welcome to Horizon Proxies. Every card order is printed, cut, and inspected to order in the UK. Below you will find everything you need to know about our dispatch times, delivery options, and returns process.

1. Production & Dispatch Times

Because our products are made to order, delivery times consist of Production Time + Delivery Time.

  • Standard Production Lead Time: 2–4 business days (before dispatch).

  • Peak Periods / Large Orders: May take up to 5 business days during high-volume periods.

  • You will receive a dispatch notification with tracking details (where applicable) as soon as your order leaves our facility.

2. Shipping Options & Delivery

We ship all orders via reliable UK carriers (e.g., Royal Mail, DPD).

Destination Shipping Method Estimated Delivery (Post-Dispatch)
UK Standard 2nd Class / Standard Tracked 2–3 business days
UK Express 1st Class / Special Delivery 1 business day
International Royal Mail Tracked & Signed 5–12 business days (location dependent)

  • Customs & Import Fees (International Orders): Customers outside the UK are responsible for any import duties, taxes, or local customs processing fees incurred upon arrival.

3. Returns & Cancellation Policy

Custom & Personalised Goods Exemption

Under the UK Consumer Rights Act 2015, the standard 14-day statutory right to cancel or return goods does not apply to custom-made or personalized products. Because our proxy cards are produced to your specifications or custom order selections, all sales are final.

  • Order Cancellations / Edits: Once an order enters production, it cannot be canceled, modified, or refunded. If you catch an error immediately after purchasing, contact us at [Insert Email] within 1 hour of placing your order.

4. Damaged, Defective, or Incorrect Orders

We hold our card stock and print clarity to high standards. If your order arrives damaged, missing items, or with a manufacturing fault, we will gladly fix it.

What Qualifies for a Free Replacement:

  • Cards damaged in transit (e.g., bent or crushed packaging).

  • Severe printing errors (e.g., heavy ink smudging, severe miscuts, or incorrect card quantities).

What Does Not Qualify:

  • Minor color variation between on-screen preview (RGB) and physical ink (CMYK).

  • Low-resolution print quality caused by low-dpi images supplied/uploaded by the customer.

  • Minor physical alignment variance (up to 1–2mm card centering tolerance).

How to Request a Replacement

If your items are defective or damaged:

  1. Contact us within 7 days of delivery at [Insert Support Email].

  2. Include your Order Number and clear photographs showing the damage or issue.

  3. Once verified, we will reprint and ship out replacement cards at no extra charge.

5. Lost or Delayed Shipments

An item is considered "lost in transit" only after the carrier's mandatory waiting window has passed:

  • UK Orders: 10 business days after expected delivery date.

  • International Orders: 20 business days after expected delivery date.

If your package has passed this timeframe without tracking progress, please contact support and we will initiate a carrier claim and dispatch a replacement order.