Loading... Please wait...

Policies

Policies

1) Return Policy
HORI (USA) Inc. does not accept returns.  However, customers can return defective products within 90 days 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 infous@hori.jp

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.

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 period of 90 days* from the original date of purchase (*See "Exception of Warranty Support for Gaming Part" for additional info).

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 infous@hori.jp 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.

Exception of Warranty Support for Gaming Parts (i.e. Hayabusa Joystick Unit, Kuro Button)
1) Exchanges will be accepted for DOA (dead on arrival) cases only. (No Refunds)
2) Requests for such defective item must be made within 14 days of receiving the merchandise. Any requests or inquiries received past this period will not be considered. (No exceptions).
3) Customer is responsible for the shipping costs of the returned items.
4) All returns must be shipped pre-paid via a traceable shipping method with a tracking number (UPS, FedEx, DHL, USPS, etc.)
5) HORI shall not be responsible for any loss or damage to the product during shipment.
6) Exchanges will be for the "parts" only. HORI shall not be responsible for accidents or damage to the arcade stick controller unit or other equipment as a result of switching out the parts.

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 (90 days*). 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 (*See "Exception of Warranty Support for Gaming Part" for additional info).

This warranty gives you specific legal rights. You may also have other rights which vary from state to state.

This warranty is valid only in the Continental (lower 48 states) United States.

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 (90 days*), with a fee, HORI, at its option, will repair or replace the product (*See "Exception of Warranty Support for Gaming Part" for additional info).

5) 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.



Our Newsletter

Recent Updates