Refund and Returns Policy

Effective Date: January 2, 2025

At CloudHato.com, we strive to provide the best quality plants and customer experience. If for any reason you’re not completely satisfied with your purchase, we are here to help. Our Refund and Returns Policy outlines the steps to return your products or request a refund.

1. Returns Eligibility

We accept returns under the following conditions:

  • Condition of Products: All returned items must be in their original condition and packaging. Plants must be healthy, with no signs of damage, disease, or neglect.
  • Timeframe: Returns must be initiated within 7 days of receiving your order. After this period, we are unable to accept returns or provide refunds.
  • Non-Returnable Items: Some items, such as gift cards, fertilizers, soil, or other perishable goods, may not be eligible for return. Please check the product details for specific information.

2. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us: Email our customer service team at info@cloudhato.com with your order number, the item(s) you wish to return, and the reason for the return.
  2. Return Authorization: Once we receive your request, we will provide you with a Return Authorization (RA) number and instructions on how to return your item(s).
  3. Pack the Product: Carefully pack the item(s) in the original packaging, including any tags or documentation. Ensure the product is protected during return shipping.
  4. Return Shipping: Customers are responsible for the return shipping cost, unless the return is due to an error on our part (e.g., receiving damaged or incorrect items). We recommend using a trackable shipping service to ensure the item reaches us.

3. Refund Process

Once we receive and inspect the returned items, we will process your refund. Refunds are typically issued within 7-10 business days. The refund will be applied to the original payment method used during the purchase.

  • Partial Refunds: If an item is returned in less than perfect condition, a partial refund may be issued, depending on the extent of the damage or wear.
  • Shipping Charges: Shipping fees are non-refundable, except in cases where we have made an error in fulfilling your order (e.g., sending incorrect items or damaged products).

4. Damaged or Defective Products

If you receive a damaged or defective product, we apologize for the inconvenience. Please contact us within 48 hours of receiving the item, and provide the following:

  • A detailed description of the damage or defect.
  • Photographs of the damaged item(s) and packaging.

We will review your request and offer a replacement or refund, depending on the situation.

5. Exchanges

We do not offer direct exchanges. If you wish to exchange an item, you must return the original item for a refund and then place a new order for the desired product.

6. Special Considerations

  • Change of Mind: If you change your mind after receiving your order, we may accept returns, but the item must be in its original, unopened condition. Customers are responsible for return shipping costs.
  • Order Issues: If there are any issues with your order, such as missing items or incorrect products, please contact us immediately. We will resolve the issue promptly and arrange for replacements or refunds if necessary.

7. Contact Us

For any questions or issues regarding returns, refunds, or exchanges, please contact our customer service team at: