Refund and Return Policy for Cloudyhato

Effective Date: December 31, 2024

At Cloudyhato, we are committed to providing our customers with the highest quality plants and exceptional customer service. While we take every effort to ensure that you are satisfied with your purchase, we understand that sometimes issues may arise. Our Refund and Return Policy outlines how we handle returns, exchanges, and refunds to ensure a smooth process for you.

1. Eligibility for Returns and Refunds

We want to make sure you’re completely satisfied with your purchase. If for any reason you’re not happy with your order, we offer a 30-day return and refund policy from the date you receive your items, provided they meet the following conditions:

  • The plant or product must be in its original condition and packaging.
  • You must contact us within 30 days of receiving your order to initiate a return or exchange.
  • Products such as soil, fertilizers, and accessories (pots, planters, tools, etc.) are non-returnable and non-refundable unless they are defective or damaged upon arrival.

2. Damaged or Defective Items

If your item is damaged or defective upon arrival, please contact our customer service team at info@cloudyhato.net within 48 hours of receiving your order. We will require photographs of the damage to assess the issue. If the plant or product is found to be damaged or defective, we will offer you one of the following solutions:

  • A full refund for the damaged product.
  • A replacement of the damaged item (subject to availability).

Please note that all returns of damaged or defective items will be at our expense, and we will provide a prepaid shipping label for the return. We will also cover the cost of shipping for replacement products.

3. Return Process

If you are eligible for a return, the process is simple. Here’s how it works:

  1. Contact Us: Email us at info@cloudyhato.net within 30 days of receiving your order. Please provide your order number, and a description of the issue (whether it’s a change of mind, damage, or defect).
  2. Approval: Our customer service team will review your request and provide you with the return instructions. In some cases, we may ask you to provide photos of the product to help us assess the condition of the item.
  3. Return Shipping: You will be responsible for the return shipping costs unless the product is damaged, defective, or we made an error in your order. Once we confirm the return, we will send you a prepaid shipping label if applicable.
  4. Packaging: Please carefully pack the product in its original packaging to prevent damage during return shipping.
  5. Refund Process: Once the return is received and inspected, we will process your refund. Refunds will be issued to the original payment method within 5-7 business days. You will receive a confirmation email once your refund has been processed.

4. Exchanges

If you wish to exchange a product for a different item, the easiest way is to return the original product following our return process and then place a new order for the product you want. We cannot guarantee that the exchanged product will be available, especially if it’s out of stock, but we will notify you if that happens.

5. Refund Method

Refunds will be processed to the original payment method used at the time of purchase. Depending on your bank or credit card company, it may take 5-7 business days for the refund to appear on your statement. If you do not receive your refund after this period, please contact us at info@cloudyhato.net, and we will assist you in resolving the issue.

6. Non-Returnable Items

The following items are not eligible for return, exchange, or refund:

  • Perishable goods, including plants that have been planted, altered, or used.
  • Products such as soil, fertilizers, or any plant care accessories once opened or used.
  • Gift cards, vouchers, or promotional items.
  • Sale or clearance items marked as “final sale” are non-refundable.

7. Restocking Fee

In certain circumstances, Cloudyhato may charge a restocking fee for returned items. This fee will be applied to returns that are not the result of defective or damaged products, and will be deducted from the total refund amount. We will notify you of this fee before processing your return.

8. How to Contact Us

If you have any questions or need assistance with the return or refund process, please reach out to our customer service team:

Our customer service team is available Monday to Friday, 9 AM to 6 PM EST, and we will be happy to assist you with your return, refund, or exchange requests.

9. Changes to the Return Policy

Cloudyhato reserves the right to update or modify this Return and Refund Policy at any time. Any changes will be posted on this page, and the updated policy will take effect immediately upon publication. We encourage you to review this policy regularly to stay informed of any changes.