Refund and Return Policy
Effective Date: January 16, 2025
Starhato is dedicated to providing high-quality, exquisite plants to our customers. We understand that there may be instances when a return or refund is necessary. This policy outlines the conditions under which we will accept returns and offer refunds.
Returns
We generally accept returns under the following conditions:
Damaged or Defective Products: If the plant you receive is damaged or defective upon arrival, please contact us within 24 hours of delivery with clear photographs of the damaged plant and packaging. We will assess the situation and provide you with instructions on how to return the item.
Incorrect Product: If you receive a plant that is not the one you ordered, please contact us within 24 hours of delivery. We will arrange for the correct plant to be sent to you, and provide instructions on returning the incorrect item.
Perishable Goods: As plants are perishable goods, we cannot accept returns for plants that are not damaged or defective unless there is an exceptional circumstance. If you have an issue with the plant beyond damage, please contact us within 24 hours, and we will assess on a case-by-case basis.
Conditions for Returns
To be eligible for a return, the item must meet the following conditions:
Initiated Within Timeframe: The return request must be made within 24 hours of the delivery date for damaged or incorrect items.
Original Packaging: The plant must be returned in its original packaging (or comparable packaging for protection) to prevent further damage during shipping.
Proper Care: If the plant is not damaged or defective upon delivery, but experiences damage from improper care on the part of the customer, it will not be eligible for return. Starhato is not responsible for a plant after it has been received in good condition.
Proof of Purchase: A copy of the original purchase receipt or order confirmation must be included with the returned plant.
Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
Approved Refunds: If approved, refunds will be processed and credited to your original method of payment within 7-10 business days.
Partial Refunds: In some instances, if the plant is returned but does not meet the requirements for a full return, or if a portion of the plant is damaged, we may offer a partial refund at our discretion.
Shipping Costs: Original shipping costs are non-refundable unless the return is due to an error on our part (e.g., damaged item, incorrect item shipped). Return shipping costs are the responsibility of the customer, unless the return is due to a damaged or defective item.
Non-Refundable Items
The following items are generally non-refundable:
Plants Damaged by Improper Care: Plants that are damaged due to improper care, incorrect watering, inappropriate environmental conditions, pests and infestations due to environment or improper care.
Gift Cards: Gift cards cannot be refunded.
Special Orders: Special or customized plant orders are typically non-refundable unless they are damaged or defective upon receipt.
Exchanges
We generally do not offer direct exchanges. If you have an issue with an order, we will process a return and provide a refund for the returned item, allowing you to make a new purchase if desired.
How to Initiate a Return
To initiate a return, please follow these steps:
Contact Us: Within the required timeframe, email us at info@starhato.com or call us at (541) 926-2941 to notify us of the issue.
Provide Details: Include your order number, date of purchase, and clear photographs of the issue.
Receive Instructions: We will provide you with instructions on how to return the item.
Package Carefully: Pack the plant securely in its original packaging (or comparable) to prevent further damage during shipping.
Ship the Return: Ship the package to our return address that we provide. Include a copy of your original purchase receipt or order confirmation.
Contact Information
If you have any questions or concerns about this Refund and Return Policy, please contact us at:
Address: 3419 Pacific Blvd SW, Albany, Oregon (OR), 97321
Phone Number: (541) 926-2941
Email: info@starhato.com
Website: starhato.com