Refund and Returns Policy

Effective Date: January 3, 2025

At HeroHato, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your plants or other products, we are here to help! This Refund and Returns Policy outlines the steps and conditions for returning items and receiving refunds.

1. Returns Eligibility

We accept returns under the following conditions:

  • Damaged or Defective Items: If your plant or product arrives damaged or defective, please contact us within 7 days of receiving your order for a return or exchange. We will either send you a replacement or issue a full refund.

  • Incorrect Items: If we mistakenly send the wrong item, please contact us within 7 days, and we will resolve the issue at no additional cost to you.

  • Change of Mind: If you change your mind about a non-damaged item, we may accept a return within 14 days of delivery. The item must be in its original condition and packaging, and the customer is responsible for the return shipping fees.

2. How to Initiate a Return

To initiate a return or exchange, please follow these steps:

  1. Contact Us: Reach out to our customer support team at info@herohato.com or call us at (610) 759-2788 within the return window.

  2. Provide Order Details: Include your order number, item details, and a description or photo of the damaged or incorrect item (if applicable).

  3. Return Authorization: Our team will issue a Return Authorization (RA) number and provide you with instructions on how to return the item.

3. Return Shipping

  • Return Shipping Costs: If you are returning an item due to damage, defect, or incorrect shipment, we will cover the return shipping costs.

  • Non-Damaged Items: If you are returning an item for any reason other than damage or error, you will be responsible for the return shipping costs.

  • Return Address: We will provide the return address when we authorize the return.

4. Refund Process

Once we receive and inspect the returned item, we will process your refund. Refunds will be issued to the original payment method within 5-7 business days.

Please note that shipping fees are non-refundable unless the return is due to damage or our error.

5. Exchanges

If you wish to exchange an item, please contact us to arrange the exchange process. We will assist in replacing the item with your preferred choice, subject to availability.

6. Non-Returnable Items

Certain items are non-returnable, including:

  • Perishable items, such as live plants that are not in their original condition or have been mishandled by the customer.
  • Gift cards, vouchers, or digital products.

7. Final Sale

Items marked as “Final Sale” are not eligible for return or refund. These items are typically discounted or discontinued products.

8. Contact Us

If you have any questions regarding our Refund and Returns Policy or need assistance with a return, please contact us:

  • Email: info@herohato.com
  • Phone: (610) 759-2788
  • Address: 953 Clearfield Rd, Nazareth, Pennsylvania (PA), 18064

Thank you for choosing HeroHato. We are committed to ensuring your satisfaction with every purchase!