Refund and Return Policy for Cloudhato

Effective from December 31, 2024

At Cloudhato, we strive to provide the best products and services to our customers. However, if for any reason you are not satisfied with your purchase, we have outlined the process for returns and refunds below. Please read this policy carefully to ensure a smooth experience.

Contact Information:

1. General Return and Refund Guidelines

We want you to be completely satisfied with your purchase. If for any reason you are not happy with the product, you may return it within 14 days of receiving your order. All returns must meet the following criteria:

  • Condition: Products must be in their original, unused, and resalable condition.
  • Packaging: Items should be returned in the original packaging (if applicable).
  • Documentation: A receipt or proof of purchase is required for all returns.

Please note that certain items, such as live plants and perishable goods, may not be eligible for return or refund unless they are defective, damaged, or incorrect.

2. Non-Returnable Items

The following products are not eligible for return or refund:

  • Live Plants and Greenery: Due to the perishable nature of live plants, we cannot accept returns unless the plant is damaged or defective upon arrival.
  • Personalized or Custom Orders: Items that have been customized or personalized to your specifications cannot be returned.
  • Clearance or Sale Items: Products purchased on sale or clearance may be non-refundable unless they are defective.
  • Gift Cards: Gift cards are non-returnable and non-refundable.

3. How to Return an Item

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@cloudhato.net or call us at (540) 434-5844 within 14 days of receiving your order. Please include the following information:

    • Order number
    • Product name(s)
    • Reason for return

  2. Return Approval: After contacting us, we will review your request and provide you with an RMA (Return Merchandise Authorization) number and return instructions. Please note that returns without prior approval will not be accepted.

  3. Ship the Item: Once your return request is approved, securely package the item and ship it back to the address provided in the return instructions. You will be responsible for the shipping costs unless the return is due to our error (such as receiving a defective or incorrect product).

  4. Inspection: Once we receive the returned item, we will inspect it to ensure it meets our return criteria. If the product is in its original condition and meets our return policy, we will process your refund.

4. Refund Process

Once your return is approved and the item is received and inspected, we will issue a refund to your original payment method. Please note the following:

  • Refund Timeframe: Refunds are typically processed within 7–10 business days after we receive and approve the returned item.
  • Refund Method: The refund will be issued to the same payment method used for the original purchase (credit card, PayPal, etc.).
  • Shipping Costs: Shipping fees are non-refundable unless the return is due to an error on our part (such as defective or incorrect products). If the return is due to your change of mind, you will be responsible for the return shipping costs.

5. Exchanges

At Cloudhato, we do not process direct exchanges. If you wish to exchange a product for a different item, please follow these steps:

  1. Return the original product following the steps outlined above.
  2. Place a new order for the desired product.

6. Defective or Incorrect Items

If you receive a defective or incorrect item, please contact us immediately at info@cloudhato.net or (540) 434-5844. We will arrange for a return and refund or send you a replacement at no additional cost.

To ensure a smooth process, please provide the following details when contacting us about a defective or incorrect item:

  • Order number
  • A description of the issue (defect, damage, or incorrect product)
  • Photographs of the defect or damage (if applicable)

If the product is defective, we will cover the return shipping costs. If the error was on our part, we will also offer a replacement at no extra charge.

7. Canceling an Order

If you wish to cancel your order, please contact us as soon as possible at info@cloudhato.net or (540) 434-5844. We are only able to cancel orders before they have been processed or shipped. Once an order has been shipped, you must follow the standard return procedure.

8. Contact Us for Support

If you have any questions about our refund and return policy or need assistance with a return, please do not hesitate to contact us:

Thank you for choosing Cloudhato! We are committed to providing high-quality products and excellent customer service. If you have any further questions or concerns, please feel free to reach out to our team, and we will be happy to assist you.