Policies
1) Return Policy
HORI (USA) Inc. does not accept returns. However, customers can return defective products within 1 year of the original purchase when approved for repair/exchange. All returned products must be in the original packaging and include all original contents, including manuals, inserts, cables, accessories, and parts, accompanied by a proof of purchase.
We reserve the right to limit returns to only defective or inoperable products.
HORI (USA) Inc. will not issue a refund for your purchase but will exchange your product with a replacement product.
To return for repair/exchange, please contact us at [email protected]
Customer is responsible for shipping charges on return merchandise, and HORI (USA) will not be held responsible for lost shipment.
2) Cancellation Policy
Once an order has been processed, it can no longer be cancelled.
Please refer to our return policy on how to return your product.
3) Shipping Policy
All shipments will be handled by USPS, UPS, or FedEx.
HORI (USA), Inc. does not process orders, ship, or deliver on weekends.
Please do not consider weekend days when calculating your delivery date.
Please allow 1 to 2 business days for processing time.
Orders are processed everyday Monday through Friday, excluding holidays.
International Order (Includes shipment forwarding services)
We cannot accept international orders, including international shipment forwarding services
and IP address which is not based in United states. We will refund automatically if credit card is processed.
PO Boxes and APO/AFO addresses
We currently cannot ship to a PO Box or APO/AFO military addresses.
Continental US
Shipping is currently available only to locations in the Continental (lower 48 states) United States. NO International shipping
Holiday Schedule
UPS and other shipping companies have special pickup and delivery schedules for the holidays. Although we make every effort to deliver your package on time, orders placed after December 12 may not arrive on December 24.
4) HORI WARRANTY POLICY
HORI Product Limited Warranty HORI warrants to the original purchaser that the product purchased new in its original packaging shall be free of any defects in material and workmanship for a 1 year from the original date of purchase.
Warranty Support
Under this warranty, if a defect should occur, HORI, at its option, will repair or replace the product at no charge (Shipping charges may apply). To obtain warranty service, you must first contact us at [email protected] with your original receipt or other proof of purchase. Once we approve your warranty support request, we will provide you with a Warranty Application form that you will need to fill out. All returns must be shipped pre-paid via a traceable shipping method with a tracking number (UPS, FedEx, DHL, USPS, etc.). Customer must pay for return shipping to HORI USA for any warranty support to be considered. The shipment must include the defective product, proof of purchase (copy of receipt or credit card receipt), a brief letter describing the defect or issue with the product, your return mailing address (no P.O. Boxes) and contact telephone number.
HORI shall not be responsible for any loss or damage to the product during shipment.
Warranty Limitation
This warranty does not apply to normal wear and tear over an extended period of time or when the product has been damaged due to external causes including abuse, accident, usage not in accordance with product instructions, misuse, negligence, improper installation, or if it is modified or tampered with, or by any other causes not related to materials or workmanship. Products purchased from unauthorized dealers, including second hand purchasing online or through any resellers, shall not be covered under this warranty.
ANY APPLICABLE IMPLIED WARRANTIES AND/OR CONDITION OF MERCHANTIBILITY OR FITNESS FOR A PARTICULAR PURPOSE, IS LIMITED IN DURATION TO THE WARRANTY PERIOD AS DESCRIBED ABOVE (1 year). IN NO EVENT SHALL HORI BE LIABLE FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES RESULTING FROM THE BREACH OF ANY IMPLIED OR EXPRESS WARRANTIES. SOME STATES DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS OR EXCLUSION OF CONSEQUENTIAL OR INCIDENTAL DAMAGES, SO THE ABOVE LIMITATIONS MAY NOT APPLY TO YOU.
This warranty gives you specific legal rights. You may also have other rights which vary from state to state.
Discontinued Products
For any HORI products that have been discontinued, the above warranty does not apply. However, with a fee, some products or cases may be resolved.
Defects Beyond the Warranty Period
For defects to any HORI products that occur beyond the warranty period (1 year), with a fee, HORI, at its option, will repair or replace the product.
5) Privacy Policy
HORI (U.S.A.), Inc. understands that protecting your private information is very important to you, and that you want us to do so carefully and sensibly. This Privacy Policy is intended to help you better understand how we collect, use and store your personal information - whether you use HORI’s products, software, applications, or services (together, the “Services”), or visiting HORI’s website.
Information That We Collect and Receive:
When you visit our website, we use your Internet protocol address to help identify you and your shopping cart, and to gather broad demographic information. Our website may use cookies to keep track of the items in your shopping cart so that you don't have to re-enter them each time you visit. Acceptance of cookies is not a requirement to browse our website, but our shopping cart does require the acceptance of cookies to work properly. Cookies are not used to store customer personal information.
If you use any of our services to make a purchase, we may collect information about the purchase. This could include payment information, such as your credit card number, email address, information and contact information like your billing and shipping address. We use this information to confirm and fulfill your order, and to respond to any questions that you may have.
How We May Use and Share Your Data:
Where appropriate, we sometimes share your information within our global HORI companies and with trusted third-party partners outside of HORI for processing and online fulfillment partners (e.g., ecommerce platforms, credit card processors, shipping companies, etc.) to assist in processing and shipping your order. Customer emails provided as part of the order process or account creation are retained in a database and are subject to the use and sharing outlined above. Your email may be used for marketing purposes subject to your consent and applicable law.
We will not sell, rent or loan any Personal Data or identifiable information collected on this Website.
The information collected from this website could be stored for as long as is required for the uses stated above.
Information Security:
We take security very seriously, and while we cannot guarantee with 100% certainty that your information is protected against unauthorized access, we believe that our security measures are sufficient and we will inform you if there has been a breach of our security that leads to unauthorized access of your personal information.
Unsubscribe or Opt-Out:
All users and/or visitors to our website have the option to discontinue receiving marketing communications from us. Please notify us and/or unsubscribe to be removed from our contact list to no longer receive marketing communication from us. Specific transactional communications, such as those around shipments (order and/or shipment confirmations) for orders placed online, cannot be discontinued.
Changes/Updates to Privacy Policy:
In order to keep up with changing legislation and best practice, we may revise this Privacy Policy at any time without notice so please check back periodically so that you are aware of any changes.
6) Others
There is a slight chance that our system will indicate that a product is in stock, when in fact we might have sold the last item and the system has not been updated. In this instance, we will advise you when we can fill this order.
PC Compatibility:
Although some of our products such as the Xbox One Real Arcade Pro V Kai and the PlayStation 4 Real Arcade Pro 4 Kai include Windows PC-compatibility (via XInput) as a feature, these products are designed primarily for use on the Xbox One or PlayStation 4 consoles.
Due to variations in individual Windows PC system environments and hardware configurations we are unable to offer PC-related customer support beyond basic troubleshooting and driver installation instructions. Please contact Microsoft Support or your PC manufacturer if you require additional assistance in configuring an XInput controller device.