Refund and Returns Policy of CloudyHato Plant Store

Effective Date: December 31, 2024

At CloudyHato Plant Store, we strive to provide the highest quality products and customer satisfaction. We understand that sometimes things don’t work out, so we’ve created a clear and transparent Refund and Returns Policy to ensure that you feel confident and comfortable with your purchase. This policy outlines the steps to take if you need to return or exchange an item.

1. Returns

We want you to be completely satisfied with your purchase. If for any reason you are not happy with the products you received, you can return them following the guidelines below:

Eligibility for Returns:

  • Plants: We take great care in ensuring our plants are healthy when shipped or sold in-store. However, if your plant is damaged upon arrival or does not meet your expectations in terms of health, we offer a full refund or replacement if notified within 3 days of receiving the plant. Please send us an email with a photo of the damaged plant and your order number.
  • Non-Plant Products (e.g., planters, gardening tools, etc.): Non-plant products may be returned or exchanged within 14 days of purchase if they are unused, in their original packaging, and in a resalable condition.
  • Sale Items: Sale items, discounted products, or plants that have been intentionally discounted due to seasonal changes or imperfections are non-returnable unless they are damaged or defective.

How to Return an Item:

  • Contact our customer service team at info@cloudyhato.com or call us at (409) 385-2061 to initiate your return.
  • Provide proof of purchase, such as the order number or receipt, along with clear photos of any damaged items.
  • Once we receive your return request, we will send you instructions on how to proceed with returning your product.

2. Exchanges

If you wish to exchange a product for another one (whether it’s a different plant or a non-plant item), you can do so within 14 days of receiving the item. Please note that exchanges are subject to product availability.

  • For plants, if the product is unavailable, you will receive a refund instead of an exchange.
  • For non-plant products, we will exchange the item for another of equal value or greater value, with the difference covered by the customer.

To initiate an exchange, please contact us at info@cloudyhato.com or call (409) 385-2061.

3. Refunds

Refunds are processed after we receive and inspect your returned item(s).

Refund Processing:

  • Refunds will be issued to the original payment method. Depending on your payment provider, it may take up to 7-10 business days for the refund to reflect in your account.
  • Shipping fees are non-refundable unless the item was damaged or the wrong item was shipped.

If you are eligible for a refund, we will notify you via email once it has been processed. If you haven’t received a refund after the specified period, please contact your bank or payment provider directly. If the issue persists, please reach out to us at info@cloudyhato.com.

4. Damaged or Defective Items

If you receive a damaged or defective product, please follow these steps:

  • Contact us within 3 days of receiving the item.
  • Provide photographic evidence of the damage or defect.
  • We will offer you the option of a replacement or full refund based on the situation.

If the damage occurs during shipping, please keep all packaging materials for inspection by the carrier.

5. In-Store Returns and Exchanges

For in-store purchases at our Silsbee, Texas location, we offer exchanges or store credit for non-plant items within 14 days. Plants purchased in-store are not returnable unless damaged or defective.

6. Shipping Costs

  • Return Shipping: Customers are responsible for the shipping costs of returns unless the item is defective or damaged.
  • Exchange Shipping: We will cover the shipping cost for exchanges if the return was due to a defect or error on our part.
  • Refunds: Shipping fees are non-refundable unless the return is due to a mistake or damage from our side.

7. Contact Us

If you need assistance with a return, exchange, or refund, please do not hesitate to contact our customer service team. We are here to help!

8. Changes to This Policy

We may update this Refund and Returns Policy from time to time. Any changes will be posted on this page with the updated effective date. We recommend reviewing this policy periodically to stay informed about our practices.

Thank you for shopping with CloudyHato Plant Store. We are committed to providing you with beautiful, healthy plants and exceptional customer service. If you have any questions or concerns, please reach out to us—we’re always here to help!

Effective Date: December 7, 2024
CloudyHato Plant Store
1130 Bonner St, Silsbee, Texas
Phone: (409) 385-2061
Email: info@cloudyhato.com