Refund and Returns Policy – AstroHato

Effective Date: December 31, 2024

At AstroHato, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we are here to help. Please review our refund and return policy below for detailed information on how to return or exchange products.

1. Return Eligibility

To be eligible for a return, the following conditions must be met:

  • Timeframe: You must initiate the return within 30 days of receiving your order.
  • Condition of Products: The item must be in new, unused, and resalable condition, with all original packaging, tags, and accessories intact. Plants must be in their original state (i.e., not damaged, wilted, or excessively dry).
  • Proof of Purchase: A receipt or order confirmation email is required as proof of purchase.

Non-returnable items include:

  • Gift cards
  • Customized or personalized items
  • Products that are marked as “final sale”

2. How to Return Your Item

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@astrohato.com with your order number, product details, and reason for the return.
  2. Return Authorization: Once we review your request, we will provide you with a Return Authorization (RA) number and instructions on how to proceed with the return.
  3. Return Shipping: Return shipping is the responsibility of the customer unless the return is due to our error (e.g., incorrect or damaged item).
  4. Packaging: Ensure that the returned items are securely packed in their original packaging to prevent damage during transit.

3. Refunds

Once your returned item is received and inspected, we will notify you via email about the status of your refund. Refunds are processed to the original payment method used during the purchase. Please note:

  • Processing Time: Refunds may take up to 7-10 business days to appear in your account, depending on your payment method and bank processing times.
  • Partial Refunds: If an item is returned in a condition other than what was received (e.g., damaged or missing parts), we may issue a partial refund or deduct the cost of damages from the refund.

4. Exchanges

If you would like to exchange a product, please follow the same steps as for returns. Once we receive the returned item, we will process the exchange. Depending on availability, we will send you a replacement of the same or similar product. In case the item is out of stock, we will issue a full refund.

5. Damaged or Defective Items

If your order arrives damaged or defective, please follow these steps:

  1. Report the Issue: Contact us within 48 hours of receiving the damaged item by emailing info@astrohato.com with your order number, a description of the damage, and pictures of the damaged product.
  2. Return Instructions: We will provide you with instructions for returning the damaged item, and we will cover the cost of return shipping.
  3. Replacement or Refund: You can choose between receiving a replacement item or a full refund. If a replacement is unavailable, a refund will be processed.

6. How to Contact Us

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