Refund and Return Policy

Effective Date: January 16, 2025

Herohato is committed to ensuring the highest standards of quality and customer satisfaction with every plant we offer. We understand that on occasion, returns or refunds may be necessary. This comprehensive policy outlines the conditions under which we will accept returns and process refunds, aiming for clarity and fairness. We recommend reading this policy thoroughly before making a purchase.

Returns

We accept returns under the following conditions:

  • Damaged or Defective Plants: If your plant arrives damaged, broken, diseased, or defective, you must notify us within 24 hours of delivery, including clear photographic evidence of the damage and the original packaging. We will assess the damage and provide instructions on how to return the item. We take great care in packaging our plants, but damage can sometimes occur during transit.

  • Incorrect Product Delivery: If you receive a plant different from the one you ordered, please contact us within 24 hours of delivery. We will arrange for the correct plant to be sent to you and provide guidance on returning the incorrect plant.

  • Exceptional Circumstances: We may consider returns in rare situations where there is a significant issue with the plant, not related to damage in transit or improper care, which can be verified. These exceptions will be reviewed on a case-by-case basis, at our discretion.

Conditions for Returns

To be eligible for a return, the following conditions must be met:

  • Timeframe for Return Request: Return requests for damaged, defective, or incorrect items must be initiated within 24 hours of the delivery date. Requests submitted after this period may not be accepted unless there is a valid reason for the delay.

  • Original Packaging: All returned items must be in their original packaging to protect the plant during transit. Using the original or similar protective packaging is essential for ensuring the plant returns in good condition. If the plant is damaged during the return shipping due to inadequate packaging, we may not be able to accept the return.

  • Plant Condition: The returned plant must be in the same condition as it was upon delivery (with reasonable exceptions for the issues detailed in the return request). We do not accept returns for plants damaged after delivery due to improper care, pests, incorrect watering, or adverse environmental conditions.

  • Proof of Purchase: A valid purchase receipt, order confirmation, or other form of proof of purchase must be included with the returned plant.

  • Photographic Evidence: For all damaged, defective, or incorrect items, you must provide clear photographic evidence within the required timeframe as evidence of the issue.

  • Return Authorization: You must obtain a Return Authorization from us before sending any plant back. This will ensure we can process the return efficiently.

Refunds

Upon receiving and inspecting the returned item, we will notify you of the approval or rejection of your refund.

  • Approved Refunds: If your return is approved, we will issue a full refund to your original payment method within 7-10 business days. The refund will cover the purchase price but may not include original shipping costs unless the return is due to an error on our part.

  • Partial Refunds: In cases where a plant is returned but doesn’t completely meet our return conditions (e.g., minor damage), we may, at our discretion, offer a partial refund.

  • Shipping Costs: We will only refund original shipping costs if the return is a result of our error, such as sending a damaged, defective, or incorrect item. Return shipping costs are the responsibility of the customer unless the return is due to our error.

  • Refund Method: Refunds will be processed to the original method of payment. If this method is not available, we will work with you on an alternative payment option.

Non-Refundable Items

The following items are generally non-refundable:

  • Plants Damaged by Improper Care: We are unable to provide refunds for plants that have deteriorated due to improper care, incorrect watering, or exposure to unsuitable environmental conditions after they have been received in good condition.

  • Gift Cards: Gift cards purchased from Herohato are non-refundable.

  • Special or Custom Orders: Unless the plant is damaged or incorrect upon arrival, we cannot provide refunds for special or custom-made plant arrangements.

Exchanges

We generally do not offer direct exchanges. If you have an issue with your order, please follow the return process, and we will refund you for the returned item so you may place a new order.

How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us: Within 24 hours of delivery, please email us at info@herohato.com or call us at (610) 759-2788 to notify us of the issue.

  2. Provide Details: Include your order number, date of purchase, and clear photographic evidence of the damage or issue.

  3. Obtain Authorization: We will review your request and provide you with a Return Authorization number and specific instructions on how to return the plant.

  4. Prepare Packaging: Carefully and securely pack the plant in its original packaging (or comparable) to avoid further damage during return shipping.

  5. Ship the Return: Ship the plant to the return address we provide, along with a copy of your original purchase receipt and the Return Authorization number.

Contact Information

If you have any questions or concerns about this Refund and Return Policy, please contact us at: