Refund and Return Policy for BrightHato
Effective Date: January 16, 2025
At BrightHato, we are dedicated to ensuring our customers are satisfied with their purchases. This comprehensive Refund and Return Policy outlines the procedures for returns and refunds, ensuring a fair and transparent process for our valued customers. Please read this policy carefully before making any purchases.
2.1. Eligibility for Returns
We accept returns under the following conditions:
Damaged or Defective Items: If a plant or product arrives damaged, defective, or not in the condition described on our website, you are eligible for a return. To qualify, you must notify us within 24 hours of delivery with photographic evidence.
Incorrect Items: If you receive an item that does not match your order, you are eligible for a return. Please notify us immediately upon discovering this error.
Plant Health Issues: If a plant arrives in a significantly unhealthy condition (e.g., widespread disease, severe infestation), we may consider a return based on the specifics, provided we are notified immediately upon delivery (within 24 hours) with supporting evidence, such as photos.
Time Frame: Returns must be initiated within 7 days of the delivery date, with initial contact to us regarding any issues made within 24 hours of receipt.
2.2. Non-Returnable Items
Certain items are not eligible for return, including:
Plants After 7 Days: Due to the perishable nature of plants, we cannot accept returns after 7 days from delivery, unless the plant was damaged upon arrival and reported within 24 hours.
Sale Items: Items marked as “sale” or “clearance” are typically final sale and are not eligible for return, unless they are damaged upon arrival.
Custom Orders: Items that are customized or made-to-order are non-returnable, unless there is a defect or an error on our part.
Used or Opened Items: Items that have been used, opened, or are not in their original condition are non-returnable, unless they arrived damaged in the original delivery.
2.3. How to Initiate a Return
To initiate a return, please follow these steps:
Contact Us Immediately: Contact our customer service team via email at [email protected] or by phone at (719) 941-0150 within 24 hours of receiving your order. Provide your order number, details about the item(s) you wish to return, and a clear reason for the return, including photographic evidence of any damages.
Return Authorization: Our customer service team will review your request and, if approved, provide you with a Return Authorization (RA) number and detailed instructions on how to proceed with your return.
Packaging: Carefully package the item(s) in their original packaging, or if that is not possible, package them securely with sufficient protective materials to prevent further damage during transit. Include the RA number clearly on the outside of the package.
Shipping: Ship the return to the address provided by our customer service team. You are responsible for the cost of return shipping, unless the return is due to our error. We strongly recommend using a trackable shipping method and keeping the tracking number for your records.
2.4. Refunds
Once we receive your returned item(s) and verify their condition, we will process your refund. Refunds will be issued using the original method of payment. Please note the following:
Inspection Process: All returns are subject to a thorough inspection. We reserve the right to refuse a return if the item does not meet our return conditions, such as if the plant damage was not reported within 24 hours or was caused by improper handling or neglect after receiving it.
Processing Time: Please allow 7-14 business days for your refund to be processed after we receive and verify your return. The time it takes for the refund to show up on your bank account or credit card may vary depending on your financial institution.
Shipping Costs: Original shipping costs are non-refundable unless the return is due to an error on our part (e.g., damaged item, incorrect item).
Restocking Fee: A 10% restocking fee may be applied to returns, at the discretion of BrightHato, this will be communicated to you upon return approval.
2.5. Exchanges
We generally do not offer direct exchanges. If you wish to exchange an item, we advise you to return the item as outlined in this policy and place a new order for your desired item.
2.6. Damage During Shipping
If a plant or product arrives damaged, please contact us immediately, within 24 hours of receiving the package. Include clear photos of the damage to both the product and its packaging to help us assess the situation and file a claim with the shipping carrier, if necessary.
2.7. Contact Information
If you have any questions or need further assistance regarding returns or refunds, please contact us:
Address: 17987 County Rd #41 1 10 Aguilar, Colorado
Phone Number: (719) 941-0150
Email: [email protected]
Website: brighthato.com