Refund and Return Policy for BoldHato
Effective Date: January 16, 2025
At BoldHato, we are committed to providing our customers with the highest quality plants and products. We understand that sometimes a return or refund may be necessary. This detailed policy outlines our procedures for handling refunds and returns, ensuring a fair and transparent process for all of our valued customers. Please read this policy carefully before making any purchases.
2.1. Eligibility for Returns
We accept returns for items that meet the following conditions:
Damaged or Defective Items: If a plant or product arrives damaged or is defective, you are eligible for a return. To ensure eligibility, it’s vital to contact us within 24 hours of delivery with photos and details of the damages.
Incorrect Items: If you receive an item that does not match your order, you are eligible for a return. Please contact us immediately upon noticing the error.
Plant Health Issues: If a plant arrives in a severely unhealthy condition (e.g., widespread disease), we may consider a return based on the specifics, given that you notify us immediately (within 24 hours).
Time Frame: Returns must be initiated within 7 days of the delivery date, with communication to us regarding the issue within 24 hours of receiving your order.
2.2. Non-Returnable Items
The following items are generally not eligible for return:
Plants After 7 Days: Due to the perishable nature of plants, we cannot accept returns after 7 days from delivery, unless the plant was damaged on arrival and reported within 24 hours. We recognize that plants will acclimate to their new environment after this time period, making our standard return policy less applicable.
Sale Items: Items marked as “sale” or “clearance” are typically final sale and not eligible for return, unless they are damaged upon arrival.
Custom Orders: Items that are customized or made-to-order are non-returnable, unless they have a defect or error from our end.
Used or Opened Items: Items that have been used, opened, or are not in their original condition are not eligible for return, unless the damage is upon initial receipt.
2.3. How to Initiate a Return
To initiate a return, please follow these steps:
Contact Us Immediately: Within 24 hours of receiving your order, contact our customer service team via email at info@boldhato.com or by phone at (413) 279-3015. Provide your order number, details about the item(s) you wish to return, and the reason for the return. Include photos documenting damages if applicable.
Return Authorization: Our team will review your request and, if approved, provide you with a Return Authorization (RA) number and detailed instructions on how to proceed with your return.
Packaging: Carefully repackage the item(s) in their original packaging, or if that’s not possible, package them securely with adequate protection to avoid further damage during transit. Make sure to include the RA number on the outside of the package.
Shipping: Ship the return to the address provided by our customer service team. You are responsible for paying the return postage. We strongly recommend using a trackable shipping service and ensuring that you keep the tracking number for your records.
2.4. Refunds
Once we receive your returned item(s) and verify their condition, we will process your refund. Refunds will be issued using the original method of payment. Please note:
Inspection Process: All returns are subject to a thorough inspection. We reserve the right to refuse a return if the item does not meet our return conditions, such as if the damage is not reported within 24 hours of delivery or if the plant has been damaged through improper care or negligence.
Processing Time: Please allow 7-14 business days for your refund to be processed after we receive and verify your return. The time it takes for the refund to appear in your bank account or credit card may vary based on your financial institution.
Shipping Costs: Original shipping costs are non-refundable unless the return is due to an error on our part (e.g., damaged item, incorrect item).
Restocking Fee: A 15% restocking fee may apply to certain returns, this will be communicated to you upon return approval.
2.5. Exchanges
We typically do not offer direct exchanges. If you wish to exchange an item, you are advised to return the item as outlined in this policy and place a new order for your desired item.
2.6. Damage During Shipping
If a plant or product arrives damaged, please contact us within 24 hours of receiving your package. We require clear photos of the damage (both to the product and packaging) so that we may assess the situation and expedite the return/refund process. This will help us file a claim with the shipping carrier, if needed.
2.7. Contact Information
If you have any questions or require further assistance regarding returns or refunds, please contact us:
Address: 2 Ladd Ln Wilbraham, Massachusetts
Phone Number: (413) 279-3015
Email: info@boldhato.com
Website: boldhato.com