Refund and Return Policy for Activehato.net

Effective Date: January 3, 2025

At Activehato.net, we want you to be completely satisfied with your purchases, and we understand that sometimes things don’t go as planned. If for any reason you are not satisfied with the products you’ve ordered, we offer a comprehensive Refund and Return Policy to ensure a smooth and hassle-free process. Please read the policy carefully before making a return or requesting a refund.

By purchasing from Activehato.net, you agree to the terms outlined in this Refund and Return Policy. If you have any questions or concerns, our customer support team is always here to assist you.

1. General Return and Refund Guidelines

We understand that when it comes to plants and gardening products, sometimes things don’t always work out. Whether it’s a change of mind, an issue with your purchase, or a damaged item upon arrival, we want to make your experience with Activehato.net as seamless as possible. Our refund and return policy is designed to give you peace of mind while shopping with us.

Eligibility for Return or Exchange: We accept returns and exchanges within 14 calendar days of receiving your order. Products must be in their original, unused condition with all packaging intact. For plants, the condition of the plant at the time of arrival plays a critical role in return eligibility, as we do not accept returns of plants that have been neglected or improperly cared for after delivery.

Condition of Items: To qualify for a return or exchange, products must be unused, undamaged, and in their original packaging. This ensures that items are returned in the same condition as when they were sent out.

Non-returnable Items: Certain products are not eligible for return, including:

• Plants that have been damaged due to improper care or neglect.
• Perishable items that may not survive transit, such as soil or fertilizers.
• Custom or special-order items.

We encourage you to inspect your products upon delivery to ensure everything is in perfect condition. If you have any concerns, please notify us as soon as possible.

2. How to Return an Item

We aim to make the return process as easy and straightforward as possible for our customers. To initiate a return, please follow these steps:

Step 1: Contact our Customer Support Team at info@activehato.net or call us at (317) 831-5641 within 14 days of receiving your order. Please provide your order number, a detailed description of the issue, and photos of the product if applicable (especially if the item is damaged or defective).

Step 2: Our customer service team will guide you through the return process and provide you with a return authorization number, along with instructions on how to package and return the product.

Step 3: Ship the product back to us at the address provided. You are responsible for the return shipping costs unless the item was defective or damaged upon arrival, in which case we will cover the return shipping.

Step 4: Once we receive your returned item, we will inspect it to verify that it meets the return conditions. If the return is approved, we will process your refund or exchange request promptly.

Please note that return shipping fees are non-refundable, and we cannot accept returns for products that have been used, altered, or damaged after delivery.

3. Refunds Process

We understand that receiving a refund can be an essential part of your shopping experience. Here’s how our refund process works:

Refund Eligibility: Refunds will be issued only for items that meet the conditions outlined in this Refund and Return Policy. Refunds are processed for returned items that are in new, unused condition and are returned within the 14-day period. Items that do not meet the conditions for return (e.g., plants that have been neglected or damaged due to improper care) will not be eligible for a refund.

Refund Method: Once your return is approved, we will initiate the refund process. Refunds will be issued to the original payment method used during purchase. Please note that it may take several business days for the refund to appear on your account, depending on your payment provider.

Partial Refunds: If the returned product is not in its original condition, we may issue a partial refund, or we may not be able to process the refund at all. In cases where the returned items are missing parts or are damaged due to customer negligence, we reserve the right to refuse a full refund.

Shipping Costs: Please note that the original shipping fees are non-refundable. If you are returning an item due to a change of mind, you will be responsible for both the return shipping costs and the original shipping charges. If the item is defective or damaged, we will cover the return shipping costs.

4. Exchanges

If you wish to exchange a product for a different size, style, or plant, we are happy to assist you. The exchange process works similarly to our return process, with the following guidelines:

Exchange Eligibility: Exchanges are available within 14 days of receiving your order. You can exchange an item for another product of equal or lesser value. If the exchange involves a product of higher value, you will be required to pay the difference.

Exchange Process: To request an exchange, contact our customer service team at info@activehato.net. Provide your order number, a description of the item you wish to exchange, and the reason for the exchange. Our team will assist you in selecting a suitable replacement.

Return of the Original Item: The item you wish to exchange must be returned in its original, unused condition. Once we receive the returned product, we will ship your new item to you. Return shipping costs for exchanges are the responsibility of the customer unless the item is defective or damaged.

5. Damaged or Defective Items

We take great care in ensuring that our products are carefully packed and arrive in perfect condition. However, in the event that you receive a defective or damaged product, we are committed to resolving the issue quickly.

How to Report Damaged or Defective Items: If your item arrives damaged or defective, please contact us immediately at info@activehato.net within 3 days of receiving your order. You will need to provide the following:

• Your order number.
• A clear description of the damage or defect.
• Photographs of the damaged or defective item.

Resolution: Once we receive your complaint and review the details, we will offer you a replacement, a refund, or an exchange, depending on the nature of the damage. In cases where a refund is issued, return shipping will be covered by Activehato.net.

6. Exceptions and Special Circumstances

While we strive to accommodate all returns and exchanges, there are a few exceptions:

Plant Care: Please remember that plants are living products. The condition of a plant upon arrival should be inspected immediately, and we are not responsible for damage caused by neglect or improper care after the item has been received.

Seasonal Products: Certain seasonal products, such as Christmas plants or holiday-themed items, may have a different return policy due to the nature of the products. Please contact our customer support for specific details about seasonal items.

7. Contact Information for Returns and Refunds

If you have any questions or need assistance with a return, exchange, or refund, please do not hesitate to contact us:

Email: info@activehato.net
Phone: (317) 831-5641
Address: 8741 S County Rd #825 E Plainfield, Indiana

Our customer service team is available Monday through Friday, from 9:00 AM to 5:00 PM (EST), and we aim to respond to all inquiries within 24 business hours.