Refund and Return Policy for BrightHato.net

Effective Date: December 31, 2024

At BrightHato.net, we are committed to providing you with the highest quality plants and exceptional customer service. However, we understand that sometimes things don’t work out, and you may need to return or exchange your purchase. Our Refund and Return Policy is designed to ensure that our customers are satisfied with their purchases, while also providing clear and transparent guidelines for returns and refunds. Please read the policy carefully to understand your rights and responsibilities.

By placing an order with us, you agree to the terms outlined in this policy.

1. General Return Policy

We want you to love your purchase, but if you’re not completely satisfied, you can return most items within 14 days of receiving your order. Our goal is to ensure that every customer receives healthy, vibrant plants and products in perfect condition. However, due to the nature of our products, there are specific guidelines for returning plants and items, which are outlined below.

Eligibility for Returns:

  • The item(s) must be returned within 14 calendar days of the delivery date.
  • The item(s) must be in their original condition, unused, and in their original packaging.
  • Live plants must be returned in a healthy state, with no signs of damage or neglect, and must be properly packed to avoid further damage.
  • You must provide proof of purchase such as the order confirmation email or invoice when requesting a return.

If the product meets these criteria, we are happy to accept your return. Please ensure that the plant or item is packaged carefully to prevent further damage during shipping.

2. Damaged or Defective Items

At BrightHato.net, we take great care in packaging and shipping our plants and products. However, in the rare event that your items arrive damaged or defective, we are here to help. If your order is damaged or defective upon arrival, please contact us within 48 hours of receiving your delivery.

What to Do if Your Item is Damaged or Defective:

  • Contact us immediately via email at info@brighthato.net or call us at (570) 882-7523 to report the damage or defect.
  • Include photos of the damaged or defective items, including packaging, so we can assess the issue.
  • We may ask you to return the item for inspection (at our expense) or provide additional information to help us process your claim.

Once we confirm that the product is damaged or defective, we will either:

  • Replace the item at no additional cost.
  • Issue a full refund for the product, including shipping costs.

We understand how disappointing it can be to receive damaged goods, and we strive to make the process as smooth as possible by quickly resolving these issues.

3. Return Process

If you wish to return a product for reasons other than damage or defect, follow these steps to initiate the return:

  1. Contact Customer Service: Email us at info@brighthato.net or call (570) 882-7523 to request a return. Please provide the order number and details about the item(s) you wish to return.
  2. Return Authorization: We will provide you with a Return Authorization Number (RA#) and specific instructions on how to return the item(s). Returns without an RA# may not be accepted.
  3. Pack the Item(s): Carefully package the item(s) to avoid damage during shipping. If you are returning live plants, please make sure they are securely packed with appropriate materials to prevent any harm during transit.
  4. Return Shipping: You will be responsible for the cost of return shipping, unless the return is due to a defective or damaged product. We recommend using a trackable shipping service to ensure that the items are returned safely. Shipping costs are non-refundable.

Once we receive the returned item(s) and verify their condition, we will process your refund or exchange request.

4. Refunds

Once your return has been processed, we will issue a refund for the purchase price of the returned items. Please note the following details regarding our refund policy:

Refund Processing Times:

  • Credit Card Refunds: Refunds will be issued to your original payment method. Please allow 5-7 business days for the refund to appear in your account, depending on your bank or credit card provider.
  • PayPal Refunds: Refunds will be issued to your PayPal account. PayPal refunds are typically processed within 1-2 business days.
  • Bank Transfer Refunds: If you paid via bank transfer, refunds will be issued to your bank account. Please allow 7-10 business days for processing.

Non-Refundable Items:

Certain items may not be eligible for a refund, including:

  • Products marked as final sale or non-returnable on the product page.
  • Plants or products that have been used, altered, or damaged by the customer after receipt.
  • Gift cards or other special promotions, unless prohibited by law.

5. Exchanges

If you would like to exchange an item for a different one, please follow the return process outlined above. Once your returned item is received, we can process your exchange for a new product, subject to availability. If the item you wish to exchange for is of a higher value, you will be required to pay the difference.

6. Late Returns

We understand that sometimes delays happen. However, returns initiated after 14 days from the date of delivery will not be accepted. To avoid any issues, please ensure that returns are shipped back within the allowed time frame.

7. Non-Returnable Items

For health and safety reasons, the following items are non-returnable:

  • Perishable goods: Plants or products that are fragile and require immediate care.
  • Customized items: Products that have been personalized or custom-made to your specifications.
  • Gift cards: Due to the nature of these products, they are not eligible for return or refund.

8. Refunds for Shipping Fees

Shipping fees are non-refundable except in cases where the item(s) you received were damaged or defective. If your return is the result of an error on our part (e.g., incorrect or damaged products), we will also refund the shipping fees you paid to receive the items.

For any other reasons, shipping fees are not refundable, and the customer is responsible for the cost of returning the items to us.

9. Cancellations

If you wish to cancel an order before it is shipped, please contact us as soon as possible. We will make every effort to cancel the order before it is processed for shipment. If the order has already been shipped, please refer to our return policy for instructions on how to return the item.

10. Contact Us

If you have any questions about our Refund and Return Policy or need assistance with a return or exchange, please do not hesitate to reach out to our customer service team. We are here to help!

We want your experience with BrightHato.net to be as seamless and enjoyable as possible. We value your satisfaction and will do our best to address any issues you may encounter with your purchase. Thank you for shopping with us!