Refund and Returns Policy for ElementHato

Effective Date: January 3, 2025

At ElementHato, your satisfaction is our priority. If you are not completely happy with your purchase, we are here to assist you. This Refund and Returns Policy explains the conditions under which we accept returns and issue refunds.

Please read this policy carefully to understand your rights and obligations when making a return or requesting a refund. By making a purchase from ElementHato, you agree to the terms outlined below.

1. Eligibility for Returns and Refunds

We accept returns and offer refunds under the following conditions:

1.1 Time Frame for Returns

  • Standard Return Window: You may return items within 30 days from the date of purchase for a full refund or exchange, subject to the conditions below.
  • Holiday Return Window: During the holiday season (e.g., Christmas), we extend the return period to 45 days for more flexibility.

Items returned after the specified return period may not be accepted, except in cases where the item is faulty or defective.

1.2 Condition of Products

To be eligible for a return or refund, items must meet the following criteria:

  • The product must be unused, unworn, and in its original packaging.
  • For bikes or large equipment, the item should not have been ridden, installed, or used and must remain in original condition.
  • Clothing and accessories must have all tags attached and be in resellable condition.
  • Plants or garden items: Due to the nature of these products, returns are only accepted if the item is damaged or defective upon arrival.

Items that have been used, worn, or damaged by the customer may not be eligible for a return or refund.

1.3 Non-Returnable Items

Certain items cannot be returned or refunded, including but not limited to:

  • Gift cards
  • Custom or special-order products
  • Opened or used hygiene products
  • Plants, seeds, and soil (except in the case of defects or damage)

2. How to Make a Return or Exchange

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

2.1 Return Request

  • Contact our customer service team at info@elementhato.com or call (636) 600-0351 to start the return process.
  • Provide your order number and a description of the item you wish to return.
  • If the item is defective or damaged, we may ask for photos.

2.2 Return Shipping

  • For eligible returns, the cost of return shipping is your responsibility unless the product is faulty, damaged, or incorrectly shipped.
  • We recommend using a trackable shipping service or purchasing shipping insurance for returns, as we cannot guarantee receipt of returned items.

2.3 Refund Processing

  • Once your return is received and inspected, we will notify you via email whether your refund has been approved or rejected.
  • If approved, refunds will be issued to the original payment method used for the purchase.
  • Please allow 5-7 business days for the refund to appear in your bank account or credit card statement.

3. Defective or Damaged Items

While we take every measure to ensure your order arrives in perfect condition, if your item arrives defective, damaged, or incorrect, we will gladly accept the return and cover return shipping costs.

3.1 Procedure for Reporting Damaged or Defective Items

  • Contact us immediately at info@elementhato.com or by phone at (636) 600-0351.
  • Provide a detailed description of the damage or defect along with photographs, if applicable.
  • Our customer service team will assist you in processing the return or exchange.

4. Exchanges

We offer exchanges for different sizes, colors, or models within the 30-day return window, provided the product is unused and in its original packaging.

  • If the exchange is for a more expensive item, you may be asked to pay the price difference.
  • If exchanging for a lower-value item, we will issue a partial refund for the difference.

5. Refunds

Once we receive and inspect the returned item, we will process your refund. Refunds will be issued to the original payment method used at the time of purchase. The refunded amount will cover the purchase price of the item but may exclude any original shipping fees, depending on the reason for the return.

Refunds for defective or damaged items will include the full purchase price and shipping costs.

6. Shipping Charges

  • Return Shipping Costs: If you are returning an item for reasons other than a defect or error on our part, you are responsible for the return shipping costs.
  • Refund Shipping Charges: Shipping fees may not be refunded unless the product was defective, damaged, or incorrectly shipped.

7. Cancellations

Orders may be canceled within 24 hours of purchase as long as the item has not been shipped. After 24 hours, cancellations are no longer possible, and you will need to follow the return process once you receive the item.

To cancel an order, please contact our customer service team immediately at info@elementhato.com or call (636) 600-0351.

8. International Returns

For international orders, the return process may differ. If you are returning an international order, please contact us at info@elementhato.com for specific instructions. International customers are responsible for return shipping costs, as well as any customs fees or taxes that may apply.

9. Contact Information

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

ElementHato
Street: 334 Mount Everest Dr, Fenton, Missouri
Phone: (636) 600-0351
Email: info@elementhato.com
Website: www.elementhato.com

Thank you for choosing ElementHato. We are dedicated to providing excellent customer service and ensuring you are completely satisfied with your purchase!