🔄 Refund & Return Policy – MaxHato
Effective Date: February 18, 2025
At MaxHato, we are committed to providing you with healthy, high-quality plants and an exceptional shopping experience. If you are not completely satisfied with your purchase, we offer a flexible return and refund policy to ensure customer satisfaction. Please review the details below before initiating a return or refund request.
1️⃣ Return Eligibility & Conditions
We accept returns and exchanges under the following conditions:
🌿 Plants must be returned within 14 days of delivery.
📦 Items must be unused, undamaged, and in their original packaging.
📜 Proof of purchase (order confirmation or receipt) is required.
💧 Plants must be healthy and in the same condition as received.
🚫 Non-Returnable Items:
- Used or replanted plants (due to the nature of living plants, we cannot accept returns once they have been repotted).
- Final sale, clearance, or promotional items.
- Gift cards & digital products.
- Custom plant arrangements or bulk orders (unless defective).
📌 Important: If you receive a damaged or incorrect item, please report it within 48 hours of delivery (see Section 4 for details).
2️⃣ How to Initiate a Return
Follow these steps to process your return:
1️⃣ Contact Us – Email info@maxhato.com with your order number, reason for return, and photos (if applicable).
2️⃣ Receive Return Authorization – If your request is approved, you will receive a Return Authorization (RA) number and shipping instructions.
3️⃣ Pack & Ship – Securely pack the plant/item in its original packaging and ship it to the return address provided.
4️⃣ Processing & Refund – Once we receive and inspect your return, we will process your refund within 7-10 business days.
📌 Return requests made after 14 days of delivery will not be accepted.
🚚 Return Shipping Costs:
- Customers are responsible for return shipping fees, except in cases where plants arrive damaged or incorrect.
- We recommend using a trackable shipping service to ensure safe delivery.
3️⃣ Refund Policy
💰 Refunds will be issued to the original payment method within 7-10 business days after the returned item is inspected and approved.
🛍 If you paid using a gift card, your refund will be issued as store credit.
💳 Credit card refunds may take additional processing time, depending on your bank.
🚨 Non-Refundable Costs:
- Original shipping fees are non-refundable.
- Restocking fees may apply to select returns.
📩 For refund status updates, contact our support team at info@maxhato.com.
4️⃣ Damaged, Defective, or Incorrect Orders
At MaxHato, we take great care in packing and shipping our plants. However, if your order arrives damaged, defective, or incorrect, we will work to resolve the issue promptly.
📸 Step 1: Take clear photos of the damaged plant and packaging immediately upon arrival.
📩 Step 2: Email us at info@maxhato.com within 48 hours of delivery, including your order number and photos.
🔄 Step 3: We will offer a replacement, refund, or store credit based on the severity of the issue.
📌 Claims submitted after 48 hours of delivery may not be eligible for compensation.
🚨 Please note: Minor cosmetic imperfections (e.g., slight leaf browning or minor soil displacement) are normal during shipping and do not qualify for a refund.
5️⃣ Order Cancellations & Modifications
We process orders quickly to ensure fast shipping. If you need to cancel or modify your order:
⏳ You must request a cancellation or change within 12 hours of placing your order.
📩 Email info@maxhato.com with your order number and request details.
🚀 If your order has already been processed or shipped, we cannot cancel it. You may return the item following our standard return policy.
📌 Custom or pre-ordered plants cannot be canceled once processing begins.
6️⃣ Exchanges & Store Credit
We offer exchanges or store credit under the following conditions:
🔄 Exchange for a Different Plant – If your plant is eligible for return, you can choose to exchange it for another plant of equal or lesser value.
🎁 Store Credit Option – Instead of a refund, you may opt to receive store credit for future purchases.
📌 Exchanges must be requested within 14 days of delivery.
7️⃣ Late or Missing Refunds
If you haven’t received a refund yet:
🔍 Check Your Bank Account – Refunds may take time to reflect.
🏦 Contact Your Credit Card Provider – Some banks take additional processing time.
📩 Still No Refund? – Email info@maxhato.com, and we’ll assist you immediately.
8️⃣ Shipping Returns & Responsibility
All return packages must be properly packed to prevent damage.
📦 Return Address (provided upon approval) – You will receive the correct return address when your request is processed.
🚚 Trackable Shipping Required – We are not responsible for lost or delayed return shipments.
❌ Unapproved Returns Will Not Be Accepted – Contact us first to obtain return authorization.
📌 Customers are responsible for all return shipping costs unless the item was defective or incorrect.
9️⃣ International Returns & Refunds
🌍 International customers may return eligible items following the same process. However:
💰 Refunds will be issued in USD ($) – Exchange rate differences may apply.
🚚 International return shipping costs are the customer’s responsibility.
📌 Customs fees and duties paid on international orders are non-refundable.
🔟 Contact Us for Return & Refund Assistance
📍 Location: 4599 Thorn Street, Garden Grove, California, United States
📞 Phone: 307-621-0431
📧 Email: info@maxhato.com
🌐 Website: www.maxhato.com
💚 MaxHato – Your Trusted Source for Beautiful, Healthy Plants. Shop with Confidence. 💚