Refund and Returns Policy

Effective Date: March 11, 2025

At ElementHato, customer satisfaction is our top priority. We take great care in selecting and delivering high-quality plants and products. However, we understand that issues may arise, and we are committed to providing a fair and transparent refund and returns policy.

1. Eligibility for Returns and Refunds

We accept returns and refunds under the following conditions:

  • The product arrives damaged or defective.
  • The incorrect item was sent.
  • The plant is in poor condition upon arrival (e.g., wilted, severely damaged).
  • The request is made within 48 hours of delivery for live plants and 7 days of delivery for non-plant products (e.g., pots, accessories).

To be eligible for a return or refund, you must provide proof of purchase and clear photos showing the issue.

2. Non-Returnable and Non-Refundable Items

Certain items cannot be returned or refunded, including:

  • Plants that were not cared for properly after delivery.
  • Items that have been used, altered, or repotted.
  • Clearance or final sale items.
  • Gift cards and digital products.

3. Return Process

If you need to return a product, follow these steps:

  1. Contact Us – Email us at info@elementhato.net or call (603) 323-7743 within the return window. Include your order number, photos of the issue, and a brief description.
  2. Approval & Instructions – Our team will review your request and provide return instructions if applicable. In some cases, we may offer a partial refund or replacement instead of a return.
  3. Return Shipment – If a return is required, you are responsible for the shipping costs unless the return is due to an error on our part. We recommend using a trackable shipping method.
  4. Refund Processing – Once we receive and inspect the returned item, we will process your refund within 5-7 business days. Refunds will be issued to the original payment method.

4. Replacements & Store Credit

Instead of a refund, we may offer a replacement plant or store credit if you prefer. This is especially helpful for perishable items like live plants, ensuring you still receive a healthy product.

5. Late or Missing Refunds

If you haven’t received your refund yet:

  • Check your bank account again.
  • Contact your credit card provider; it may take some time before your refund is officially posted.
  • If you’ve done all this and still haven’t received your refund, please reach out to us at info@elementhato.net.

6. Cancellations

  • Orders can be canceled within 12 hours of purchase for a full refund.
  • Once an order has been processed or shipped, it cannot be canceled.

7. Contact Information

If you have any questions about our Refund and Returns Policy, feel free to reach out to us:
📧 Email: info@elementhato.net
📞 Phone: (603) 323-7743
🌍 Website: ElementHato