Refund and Return Policy for Loyalhato

Effective Date: January 3, 2025

At Loyalhato, our mission is to provide you with high-quality plants and exceptional service. We understand that sometimes things don’t work out as planned, and we want you to be fully satisfied with your purchases. If you are not happy with your order for any reason, our Refund and Return Policy is here to guide you through the process of returns, exchanges, and refunds. This policy explains how we handle returns and refunds for products purchased through our website.

By placing an order with Loyalhato, you acknowledge and agree to the terms of this Refund and Return Policy.

1. Return and Exchange Eligibility

Loyalhato accepts returns and exchanges under the following conditions:

  • Timeframe: To ensure timely processing, we request that returns or exchanges be requested within 14 days of receiving your order. After this 14-day period, we are unable to accept returns or exchanges unless there is a manufacturer defect or error on our part.
  • Product Condition: The products must be returned in their original condition. Items that have been used, altered, or damaged after delivery may not be eligible for return or exchange. The product should be unused, with original packaging, labels, and documentation intact.
  • Proof of Purchase: We require a receipt, order number, or proof of purchase to verify the transaction. Without this, we may not be able to process your return or exchange.
  • Live Plants: We take great care in ensuring the plants we ship are healthy and carefully packed. However, if your plant is damaged in transit, we will work with you to resolve the issue. For returns due to personal preferences, the plant must be in a healthy condition upon return and within the 14-day return period.

2. Non-Returnable Items

There are a few items that are non-returnable or non-refundable:

  • Live Plants: Plants that have been damaged or improperly cared for after delivery cannot be returned. Please follow the care instructions provided to ensure the health of your plants. We are not responsible for plant damage caused by improper handling, overwatering, or lack of sunlight.
  • Personalized Items or Custom Orders: Custom-made or personalized products are not eligible for return or exchange unless they are defective or damaged during shipping.
  • Gift Cards: Gift cards and store credits are non-returnable and cannot be refunded.
  • Discounted or Final Sale Items: Any items purchased during a clearance sale, or items marked as “final sale,” are not eligible for return or refund.

3. How to Request a Return or Exchange

If you would like to return or exchange an item, please follow these steps:

  • Contact Us: Reach out to our customer service team as soon as possible via info@loyalhato.com or call us at (937) 291-1870. Please have your order number and details ready.
  • Provide Order Information: To speed up the process, include your order number, the reason for the return or exchange, and any relevant photos of the product in question (if applicable). This will help us understand the issue and process your return faster.
  • Return Authorization: Once we’ve reviewed your return request and confirmed that it meets the eligibility criteria, we will issue a Return Authorization (RA) number along with detailed instructions on how to return the item. Please do not send the item back without prior authorization.
  • Return Instructions: We will provide you with the return address, as well as any other necessary instructions on packaging and shipping. Please ensure the product is well-packed to avoid damage during return transit.

4. Return Shipping

  • Return Shipping Costs: Customers are responsible for the shipping costs to return items, unless the return is due to an error on our part (e.g., a damaged or incorrect item). In these cases, we will provide you with a prepaid shipping label or reimburse return shipping costs.
  • Original Packaging: To ensure that items are protected during return transit, we recommend that you use the original packaging whenever possible. Proper packaging is especially important for delicate or fragile items such as plants or pots.
  • Shipping Method: We advise that you use a trackable shipping service to return items to us. While we are not responsible for lost returns, using a trackable method will allow you to monitor the status of your return. Additionally, we recommend purchasing shipping insurance for high-value items.

5. Refund Process

Once we receive your returned item, we will process it within 5-7 business days. Upon inspection, we will determine if the return is valid and issue a refund accordingly. Please keep in mind the following:

  • Refund Method: Refunds will be processed to the original payment method used for the purchase. Please note that it may take up to 10 business days for the refund to reflect on your bank account or credit card statement, depending on your payment provider.
  • Partial Refunds: If the returned item is used, opened, or damaged beyond its original condition, a partial refund may be issued. We will notify you if this is the case.
  • Non-Refundable Fees: Shipping costs (both original shipping and return shipping) and any handling or gift-wrapping fees are non-refundable. If you received free shipping on your order, the standard shipping charges will be deducted from your refund.
  • Store Credit: If you prefer not to receive a refund to your original payment method, we can issue store credit for the full purchase amount. Store credits can be redeemed for future purchases on Loyalhato.com and will not expire.

6. Damaged or Defective Items

If you receive an item that is damaged, defective, or incorrect, please contact us immediately at info@loyalhato.com or (937) 291-1870. We will resolve the issue quickly, which may include:

  • A full refund
  • A replacement or exchange
  • Store credit, if applicable

To facilitate a swift resolution, please send us a photo of the damaged or defective product along with your order number. In cases where an item is damaged during transit, we may require that the item be returned to us.

7. Order Cancellations

If you wish to cancel an order, please contact us immediately. We can only cancel orders before they have been processed and shipped. If your order has already been processed or shipped, it will not be eligible for cancellation, but you can request a return or exchange after receiving the item.

8. Store Credit and Exchanges

If you prefer not to receive a refund to your original payment method, we are happy to offer store credit for your returned items. Store credit can be used on any future purchase made on Loyalhato.com.

If you would like to exchange an item for a different product, please follow the return process outlined above and then place a new order for the desired item once we issue your refund or store credit.

9. Contact Us

If you have any questions regarding this Refund and Return Policy or need assistance with a return, exchange, or refund, please do not hesitate to contact us. Our customer service team is here to help!

Loyalhato
Street: 2522 Spring Valley Rd, Miamisburg, Ohio
Phone number: (937) 291-1870
Email: info@loyalhato.com
Website: loyalhato.com

By purchasing from Loyalhato, you confirm that you have read, understood, and agree to the terms and conditions outlined in this Refund and Return Policy. We value your business and strive to make your shopping experience with us as smooth and enjoyable as possible.