Refund and Return Policy for Originhato

Effective Date: January 4, 2025

At Originhato, we are dedicated to delivering high-quality plants and gardening products, and we want to ensure that every shopping experience with us is as enjoyable and hassle-free as possible. However, we understand that sometimes you may need to return an item or request a refund. Our Refund and Return Policy is designed to provide clear guidance on how we handle returns, refunds, and exchanges while ensuring your needs are met efficiently.

Please read through the following terms to understand our policy on returns and refunds. By purchasing from Originhato, you agree to the terms outlined in this policy.

1. Returns

We want you to be completely satisfied with your purchase from Originhato. If for any reason you are not satisfied, we offer returns on most items under specific conditions.

Eligibility for Returns:

Plants:

We take great care in shipping healthy, vibrant plants. However, if you receive a plant that is damaged, diseased, or not in good condition upon arrival, we offer a return or exchange within 7 days of receiving the plant.
To qualify for a return or exchange, you must contact us within 7 days of delivery and provide clear photos showing the plant’s condition. You may return the plant or exchange it for a similar one (subject to availability).
Plants that have been altered, repotted, or otherwise damaged by the customer after delivery are not eligible for return unless defective or damaged in transit.

Non-Plant Products:

For non-plant items (such as pots, tools, fertilizers, planters, and gardening accessories), we accept returns within 30 days from the date of purchase. To be eligible for a return, these items must be unused, unopened, and in their original condition with packaging intact.
Items that have been opened, used, or otherwise altered are not eligible for a return unless they are defective or damaged.

Return Process:

To initiate a return, follow these simple steps:

  1. Contact our customer service team via email at info@originhato.com or by phone at (563) 547-5608 within 7 days for plants and 30 days for non-plant products from the date of delivery.
  2. Provide your order number, item(s) being returned, and a brief explanation of why you are returning the item(s).
  3. For damaged or defective plants, please send clear photos of the damage to facilitate the return or exchange process.
  4. We will review your request and, if approved, provide you with return instructions.
  5. Once the item is returned and inspected, we will proceed with issuing a refund or sending a replacement, depending on your preference and product availability.

Please note that you are responsible for return shipping costs unless the return is due to a mistake on our part (e.g., wrong or damaged items). If we determine the return is due to our error, we will reimburse the return shipping costs.

2. Refunds

Once we receive and inspect your returned items, we will process your refund promptly.

Refund Criteria:

  • Refund Method: Refunds will be issued to the original payment method used at the time of purchase. If you paid via credit card, PayPal, or another payment platform, the refund will be processed through that method.
  • Refund Timeline: Refunds typically take 5-10 business days to appear on your payment account, depending on your financial institution.
  • Shipping Fees: Shipping charges are non-refundable unless the return is due to a mistake on our part (such as shipping an incorrect or damaged item). This applies to both the initial shipping fees for sending the item to you and any return shipping fees you may incur.
  • Partial Refunds: If the returned item is opened, used, or no longer in original condition (except for damaged goods), we may offer a partial refund or credit. The refund amount will be reduced based on the condition of the returned item.

3. Exchanges

If you receive a product and prefer to exchange it for a different item (e.g., a different plant variety or size), we are happy to assist with exchanges under the following conditions:

Exchange Eligibility:

  • Items can only be exchanged for another item of equal or lesser value, depending on availability.

Exchange Process:

  1. To request an exchange, please contact our customer service team within 7 days for plants and 30 days for non-plant items. Provide the reason for the exchange and the item you would like to receive as a replacement.
  2. If the exchange item is of higher value, you will be required to pay the price difference. If the exchange item is of lower value, we will issue a refund for the difference.
  3. If the item you want to exchange is out of stock, we will offer either a refund or another available product.

Exchanges are subject to stock availability. We will do our best to fulfill your exchange request, but please note that availability can vary based on our inventory.

4. Damaged or Defective Items

We take great pride in the quality of our products and ensure that each item is carefully inspected before it is shipped. However, in the unlikely event that you receive a damaged or defective item, we want to resolve the situation for you as quickly as possible.

Damaged or Defective Plants:

  • If your plant arrives damaged or dead, please contact us within 7 days of receiving the order. We will need a clear photo of the plant’s condition and packaging to assess the issue.
  • We will offer you a replacement plant or a full refund, depending on your preference and the availability of the plant.
  • If the plant is only slightly damaged or requires minor care to recover, we may offer you a discount on your order instead of a return.

Damaged Non-Plant Products:

  • If a non-plant item (such as a pot, tool, or accessory) is damaged during shipping or is defective, please notify us within 7 days. Provide photos of the damaged product and packaging.
  • We will either send you a replacement item or issue a full refund, based on the nature of the issue and your preference.

For all damaged or defective returns, shipping costs will be covered by Originhato.

5. Order Cancellations

We understand that circumstances may change, and you might need to cancel your order. To cancel an order, please contact us immediately at info@originhato.com or by phone at (563) 547-5608. If your order has not yet been shipped, we will be happy to cancel it and issue a full refund. However, if your order has already been shipped, you will need to follow our return process outlined above.

6. Non-Returnable Items

Due to health and safety regulations, we are unable to accept returns for certain items, including:

  • Gift Cards: Once purchased, gift cards are non-returnable.
  • Discounted or Clearance Items: Items sold at a discounted price or as part of a clearance sale are final sale and non-returnable, unless they are defective.
  • Plants that are no longer in their original condition or have been altered (e.g., repotted, pruned, or changed in any way after delivery).

We encourage you to carefully review your order before making a purchase to ensure it meets your expectations.

7. Shipping Fees

Please note that shipping fees are non-refundable unless the return is due to an error on our part (e.g., receiving the wrong or damaged item). If you return an item, you will be responsible for paying the return shipping costs, except in cases where the return is due to our mistake. Shipping costs will also apply for exchanges, unless the product is defective or damaged.

8. Contact Information

If you have any questions or concerns regarding our Refund and Return Policy, please feel free to reach out to us. We are here to help!

9. Changes to This Policy

We reserve the right to update or modify this Refund and Return Policy at any time. Any changes will be posted on this page, and the updated policy will be effective as of the date it is posted. We encourage you to review this policy periodically to stay informed about any changes.

At Originhato, we are committed to making your shopping experience as seamless and enjoyable as possible. If you have any questions or need assistance with a return, refund, or exchange, don’t hesitate to contact our customer service team. Thank you for choosing Originhato, and we look forward to serving you again in the future!