Smoothhato Refund and Return Policy

Effective Date: January 3, 2025

At Smoothhato, we are committed to providing our customers with the highest quality plants and products. If you are not fully satisfied with your purchase, we are here to assist you. Our Refund and Return Policy outlines the procedures for returns, exchanges, and refunds to ensure a smooth and hassle-free experience.

Please take the time to read this policy carefully before making a purchase. By placing an order with Smoothhato, you agree to the terms and conditions of this Refund and Return Policy.

1. General Return Policy

Smoothhato offers a 30-day return policy for most products, starting from the day you receive your order. If you are not satisfied with your purchase, you can return the items within this period for a full refund or exchange, subject to the terms outlined below.

Eligibility for Return:

  • The item must be unused and in its original condition.
  • The item must be returned in its original packaging.
  • For plants, we require that they have not been damaged due to neglect or improper care.
  • Return requests must be made within 30 days of receiving your order.

2. Non-Returnable Items

Due to the nature of our products, certain items are non-returnable. These include:

  • Live Plants: Due to the perishable nature of plants, we cannot accept returns or exchanges once the plant has been delivered, unless the item is defective or damaged during shipping.
  • Gift Cards and Personalized Products: These items are non-returnable.

If you receive a damaged or defective plant, please contact our customer service team immediately for assistance (see the section on “Damaged or Defective Items” below).

3. How to Return an Item

To initiate a return, follow these simple steps:

  • Contact Customer Service: Email us at info@smoothhato.com within 30 days of receiving your order to notify us of your intent to return the item. Please provide your order number and the reason for the return.
  • Return Authorization: Our team will guide you through the return process and, if applicable, provide you with a Return Merchandise Authorization (RMA) number and return instructions.
  • Packaging: Carefully package the items you wish to return. Ensure they are securely packed in the original packaging to avoid damage during transit.
  • Ship the Return: Return the items to the address provided by our customer service team. Return shipping is at the customer’s expense, unless the return is due to an error on our part (e.g., damaged or defective products).

Return Address: Smoothhato
212 Fresh Meadow Dr
Roanoke, Texas

Please contact us for any specific instructions before sending your return.

4. Refunds

Once we receive your returned item, we will inspect it to ensure it meets our return criteria. If your return is approved, we will process your refund.

  • Refund Method: Refunds will be issued to the original payment method used at checkout.
  • Processing Time: Please allow 7-10 business days for your return to be processed and for the refund to appear in your account. Depending on your bank or payment provider, it may take additional time for the funds to be credited back to your account.

Please note that the original shipping costs are non-refundable, and return shipping fees are the responsibility of the customer unless the return is due to a mistake on our part.

5. Damaged or Defective Items

We take great care in packaging our products to ensure they arrive safely. However, if your item arrives damaged or defective, please contact us immediately so we can resolve the issue.

Procedure for Reporting Damaged or Defective Items:
If you receive a damaged or defective plant or product, take clear photographs of the damage and email them to us at info@smoothhato.com within 7 days of delivery. Include your order number and a description of the issue.

Resolution:
If your item is deemed damaged or defective, we will offer a full refund, replacement, or store credit, depending on your preference and availability of the product. We may also provide a prepaid shipping label for returns in cases of damaged items.

6. Exchanges

If you would like to exchange an item for another product, please follow the return procedure outlined above. Once your return is processed, we will assist you in placing a new order for the desired product. Exchanges are subject to product availability.

7. Shipping Fees

Shipping fees are non-refundable, unless the return is due to a mistake on our part (e.g., defective or damaged products). You will be responsible for the return shipping costs unless we are at fault.

We recommend using a trackable shipping service or purchasing shipping insurance for returns, as we cannot guarantee that we will receive your returned item without it.

8. Contact Information

If you have any questions or need assistance with your return, refund, or exchange, please contact our customer service team:

Our team is available Monday through Friday, from 9:00 AM to 5:00 PM CST, and will be happy to assist you with any inquiries or concerns.

9. Policy Changes

Smoothhato reserves the right to update or modify this Refund and Return Policy at any time. Any changes will be posted on this page, and the updated policy will take effect immediately upon publication. We encourage you to review this policy regularly to stay informed of any updates.