Refund and Return Policy for Astrohato

Effective from December 31, 2024

Thank you for shopping with Astrohato! We aim to provide you with the best possible experience when purchasing our indoor and outdoor plants. Due to the nature of our products, our Refund and Return Policy is designed to address specific needs regarding living plants and ensure your satisfaction.

Please take a moment to review our policy, which outlines the terms and conditions for returns, refunds, and exchanges.

1. Returns

At Astrohato, we want you to be completely satisfied with your purchase. However, due to the nature of our products (living plants), we have specific conditions under which returns are accepted:

  • Damaged or Defective Items: If the plant or product you receive is damaged during shipping or defective, please contact us within 48 hours of receiving your order. We will guide you through the return process, and you may be eligible for a full refund or replacement.
  • Non-Damaged Returns: We do not accept returns for plants or related products once they have been delivered. As our products are living plants, we cannot resell them once they leave our warehouse. We ask that you carefully review your order before completing the purchase.

2. Refunds

Refunds are processed under the following circumstances:

  • Damaged or Defective Products: If the plant arrives damaged or defective, you are entitled to a refund or replacement. Please contact us immediately after receiving your order and include photos of the damage. Our customer service team will assess the issue and provide a suitable solution.
  • Process for Refunds: Once a return or replacement is approved, your refund will be processed to the original payment method used at checkout. Refunds typically take 7-10 business days to reflect in your account, depending on your bank or payment provider.
  • Shipping Costs: Shipping fees are non-refundable unless the return is due to a defect or damage caused by us. If the return is initiated due to an error on our part (e.g., incorrect item shipped), we will cover the return shipping costs. If the return is due to a change of mind or ordering mistake, the customer will be responsible for the return shipping.

3. How to Request a Return or Refund

If your plant or product is damaged, defective, or you believe it qualifies for a return or refund, please follow these steps:

  1. Contact Us: Email us at info@astrohato.net within 48 hours of receiving your order. Provide the following information:

    • Your order number
    • A description of the issue with the product
    • Photos of the damaged or defective item
    • Any other relevant details (e.g., condition of packaging upon arrival)

  2. Return Authorization: After we receive your information, we will review your request and issue a return authorization (if applicable). We will provide you with instructions for returning the product, including any necessary shipping labels.

  3. Return Process: If your return is approved, please ship the item back in its original condition and packaging, if possible. We recommend using a trackable shipping service to ensure the return reaches us safely.

  4. Refund or Replacement: Once we receive the returned product, we will inspect it and proceed with your refund or send out a replacement. Refunds will be processed to your original payment method.

4. Exchanges

We currently do not offer direct exchanges for products. If you would like a different product, please return the item following the process above and place a new order for the desired item. We will be happy to assist you in processing the return and making your new purchase.

5. Conditions for Returns and Refunds

To be eligible for a return or refund, the following conditions must be met:

  • The item must be returned in its original condition, with all original packaging intact (if applicable).
  • The return must be initiated within 48 hours of receiving the product.
  • The product must be returned in the same condition it was received. We do not accept returns for plants that have been improperly cared for after delivery.

6. Shipping Costs

  • Non-Refundable Shipping Costs: The cost of shipping your order is non-refundable unless the item is damaged or defective. This includes any shipping costs incurred when returning items.
  • Return Shipping Costs: If you are returning a product due to damage or defect caused by us, we will cover the return shipping costs. If you are returning the item for any other reason (e.g., change of mind), you will be responsible for the return shipping fees.

7. Customer Support

If you have any questions or need assistance with returns, refunds, or exchanges, please don’t hesitate to contact our customer support team. We are here to help!

We aim to respond to all inquiries within 1-2 business days.

8. Final Sale Items

Certain items may be marked as Final Sale on our website and are not eligible for return or refund. These items include:

  • Clearance items
  • Custom orders
  • Special promotions (please check product descriptions for details)

Please review these items carefully before purchasing.

By purchasing from Astrohato, you acknowledge that you have read, understood, and agreed to our Refund and Return Policy. We are committed to ensuring your satisfaction and will do everything we can to resolve any issues that arise. Thank you for choosing Astrohato, and we look forward to helping you beautify your space with our plants!

 
 
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Privacy Policy for Astrohato

Effective from December 8, 2024

At Astrohato, we value your privacy and are committed to protecting the personal information you share with us. This Privacy Policy explains how we collect, use, store, and protect your data when you visit our website astrohato.com or make a purchase from us. By using our website or services, you agree to the practices outlined in this policy.

1. Information We Collect

When you interact with Astrohato, we may collect both personal and non-personal information in the following ways:

  • Personal Information: This includes information you provide to us directly, such as:
    • Name
    • Address (shipping and billing)
    • Email address
    • Phone number
    • Payment details (credit card number, PayPal, etc.)
    • Other details necessary to process your order or provide customer service
  • Non-Personal Information: This includes information about your browsing activity on our website, which is automatically collected as you use the site, including:
    • IP address
    • Device type and operating system
    • Browser type and version
    • Pages visited on the site
    • Date and time of your visit

We may collect this information using cookies and similar technologies. For more information on cookies, please refer to our Cookie Policy.

2. How We Use Your Information

We use the information we collect to provide a personalized and efficient experience for our customers. Specifically, we use your information for the following purposes:

  • Order Processing and Fulfillment: To process your orders, confirm your purchase, and ship your items.
  • Customer Support: To respond to your inquiries, resolve any issues, and provide assistance with your orders or plant care.
  • Marketing and Promotions: To send you promotional offers, product updates, newsletters, or other marketing materials, but only if you have opted in to receive such communications. You can opt out at any time by unsubscribing from our emails.
  • Website Improvement: To analyze website usage and improve our services, website performance, and overall user experience.
  • Legal Compliance: To comply with legal obligations and resolve disputes.

3. How We Protect Your Information

We take the security of your personal information seriously and employ various measures to safeguard it. These measures include:

  • Encryption: We use industry-standard encryption protocols (such as SSL/TLS) to protect your payment details and sensitive personal information during transactions.
  • Secure Servers: All personal data is stored on secure servers, and we use firewalls and other security technologies to prevent unauthorized access.
  • Restricted Access: Access to your personal data is limited to authorized personnel who need it to perform their duties, such as fulfilling orders or providing customer support.

While we implement robust security measures, no method of transmission over the internet is 100% secure. We cannot guarantee the absolute security of your information, but we will take all reasonable precautions to protect it.

4. Sharing Your Information

Astrohato does not sell, rent, or trade your personal information to third parties. However, we may share your information in the following circumstances:

  • Service Providers: We work with trusted third-party vendors, such as payment processors and shipping companies, to help fulfill orders and provide services. These providers only have access to the information necessary to perform their tasks and are prohibited from using your information for any other purpose.
  • Legal Requirements: We may disclose your personal information to comply with legal obligations, enforce our terms and conditions, or protect the rights, property, or safety of Astrohato, our customers, or others.
  • Business Transfers: In the event that Astrohato is involved in a merger, acquisition, or sale of assets, your personal information may be transferred as part of that transaction. We will notify you of such a transfer and update this policy if necessary.

5. Your Rights and Choices

You have certain rights regarding your personal information:

  • Access and Correction: You can request access to the personal information we hold about you and ask for corrections if the information is inaccurate or incomplete.
  • Opting Out of Marketing Communications: If you no longer wish to receive marketing emails from us, you can opt out at any time by clicking the “unsubscribe” link in the email or contacting us directly.
  • Deletion: You can request that we delete your personal information, although this may affect our ability to provide services to you (such as processing current orders).
  • Data Portability: In some cases, you may request a copy of your personal data in a commonly used, machine-readable format for transfer to another service provider.

To exercise any of these rights, please contact us at info@astrohato.net.

6. Cookies and Tracking Technologies

Astrohato uses cookies and similar technologies to enhance your browsing experience and gather information about how our website is used. Cookies are small data files that are stored on your device when you visit our website. These cookies help us remember your preferences, analyze site traffic, and provide personalized content.

  • Essential Cookies: These cookies are necessary for the functioning of our website and cannot be disabled.
  • Performance Cookies: These cookies collect information about how you use our website, helping us improve performance and user experience.
  • Advertising Cookies: These cookies are used to show you relevant ads based on your interests, and they may be placed by third-party advertising networks.

You can manage cookie preferences through your browser settings. However, please note that disabling cookies may affect your ability to fully access certain features of our website.

7. Third-Party Links

Our website may contain links to third-party websites for additional information, products, or services. These third-party sites have their own privacy policies, and we encourage you to review them before providing any personal information. Astrohato is not responsible for the content or practices of third-party websites.

8. Children’s Privacy

Astrohato’s website and services are not intended for use by individuals under the age of 13. We do not knowingly collect personal information from children. If we become aware that a child under the age of 13 has provided personal information to us, we will take steps to delete such information from our records.

9. Changes to This Privacy Policy

Astrohato reserves the right to update or modify this Privacy Policy at any time. When we make changes, the updated policy will be posted on our website, and the effective date will be clearly stated. We encourage you to periodically review this policy to stay informed about how we are protecting your information.

10. Contact Us

If you have any questions or concerns about this Privacy Policy or how your personal information is handled, please contact us:

We are committed to protecting your privacy and will respond to any inquiries promptly.