Flexhato Plant Store Refund and Returns Policy

Effective Date: December 31, 2024

At Flexhato Plant Store, customer satisfaction is our top priority. We want you to be completely happy with your purchase. If for any reason you are not satisfied, we are here to help you resolve the issue as quickly as possible. Please read our Refund and Returns Policy carefully to understand the steps you need to take to return or exchange your product.

By shopping at Flexhato, you agree to the terms outlined below.

1. Return and Exchange Eligibility

  • Plants: Due to the perishable nature of plants, we cannot accept returns on live plants unless they are damaged or defective upon delivery. If your plant arrives damaged, please contact us immediately within 48 hours of receiving your order, providing photos of the damaged item and packaging. We will arrange a replacement or refund for damaged plants.

  • Non-Plant Items: Non-plant items such as planters, soil, gardening tools, and accessories can be returned or exchanged within 14 days of purchase, as long as they are unused, in their original packaging, and in resalable condition.

2. How to Return or Exchange an Item

If you are not completely satisfied with your purchase, please follow these steps:

  • Contact Us: Reach out to our customer service team at info@flexhato.com or call us at (760) 373-8560 within 14 days of receiving your order (for non-plant items) or 48 hours (for plant-related issues). Provide your order number, the item(s) you wish to return, and a description or photo of the issue (for damaged or defective items).

  • Return Instructions: Once we confirm the return or exchange request, we will provide you with return instructions, including the return address and any required documentation. The return shipping cost is the responsibility of the customer, unless the item was damaged during shipping or was incorrectly shipped.

  • Refund Processing: Once we receive the returned items and confirm their condition, we will process a refund to your original payment method. Please allow 7-10 business days for the refund to be credited back to your account, depending on your payment provider.

3. Exceptions to the Return and Refund Policy

  • Sale Items: Items purchased on sale or with discounts are eligible for return or exchange only if they are defective or damaged. Returns for sale items due to customer preference are not accepted.
  • Gift Cards: Gift cards are non-returnable and cannot be refunded.
  • Personalized Products: Any custom or personalized items are not eligible for return or exchange, except in cases of damage or defects.

4. Refunds

Once your return is processed and approved, we will issue a refund for the cost of the returned item(s) (excluding shipping charges). Refunds will be issued to the original method of payment, and it may take 7-10 business days for the funds to appear in your account depending on your financial institution.

5. Damaged or Defective Items

If your plant or product arrives damaged or defective, please contact us immediately at info@flexhato.com with clear photos of the damage. We will gladly offer a replacement or refund for any damaged items, as long as the request is made within 48 hours of receipt.

For non-plant items, please also send photos and details of the defect or damage, and we will resolve the issue promptly.

6. Contact Information

For any questions or concerns regarding returns, exchanges, or refunds, please reach out to us:

Thank you for shopping with Flexhato Plant Store. We appreciate your business and are committed to providing you with excellent service and quality products!