HeroHato Refund and Return Policy
Effective Date: January 3, 2025
At HeroHato, customer satisfaction is at the heart of our business. If you’re not completely satisfied with your purchase, this Refund and Return Policy outlines the process for returning items and receiving refunds. By shopping with HeroHato, you agree to the terms outlined below.
1. Eligibility for Returns
To qualify for a return, the following conditions must be met:
- The item must be unused, in its original condition, and in its original packaging.
- Returns must be initiated within 14 days of receiving your order.
- Proof of purchase, such as your order confirmation email or receipt, must be provided.
Non-Returnable Items:
Certain items are not eligible for returns, including:
- Custom or personalized orders.
- Clearance or sale items (marked “Final Sale”).
- Plants that have been damaged due to improper care after delivery.
2. How to Initiate a Return
To begin the return process, please follow these steps:
- Contact Us: Email our customer support team at info@herohato.net with the subject line “Return Request.” Include your name, order number, and the reason for the return.
- Await Confirmation: Our team will review your request and provide a return authorization, including instructions on where to send your return.
- Ship the Item: Pack the item securely in its original packaging and ship it to the address provided by our support team. You are responsible for return shipping costs unless the return is due to an error on our part (e.g., wrong item or damaged product).
3. Refunds
Once we receive your returned item, it will be inspected to ensure it meets our return criteria. After inspection, we will notify you of the approval or rejection of your refund.
Approved Refunds:
- Refunds will be issued to the original payment method.
- Please allow 7-10 business days for the refund to process and reflect in your account.
Partial Refunds:
In some cases, partial refunds may be granted for items that are not in their original condition or are returned after the 14-day window (at our discretion).
4. Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at info@herohato.net or call (406) 675-8434. Provide clear photos of the item and packaging to help us resolve the issue quickly.
In cases of confirmed damage or defects:
- We will offer a replacement or a full refund at no additional cost to you.
5. Exchanges
HeroHato does not offer direct exchanges. To exchange an item, please follow the return process and place a new order for the desired item.
6. Shipping Costs for Returns
- Customer Responsibility: Return shipping costs are the responsibility of the customer unless the return is due to our error.
- Refund of Shipping Fees: Original shipping fees are non-refundable unless the return is due to an error on our part.
7. Items Lost or Damaged During Return Shipping
HeroHato is not responsible for items lost or damaged during return shipping. We recommend using a trackable shipping service and purchasing shipping insurance for high-value items.
8. Cancellations
If you need to cancel your order, please contact us immediately at info@herohato.net. Orders cannot be canceled once they have been shipped.
9. Contact Information
For questions or assistance with returns and refunds, please contact us:
- Email: info@herohato.net
- Phone: (406) 675-8434
- Address: Po Box 636 Pablo, Montana (MT), 59855
Thank you for choosing HeroHato!
We appreciate your trust in our products and services. Visit https://herohato.net/ to explore more of our offerings.