Refund and Return Policy

Effective Date: January 3, 2025

At UrbanHato, we strive to provide our customers with the highest quality orchids and indoor plants. If for any reason you are not completely satisfied with your purchase, please review our refund and return policy below.

1. Returns

We want you to be completely happy with your plants. If you receive a damaged or defective plant, please contact us within 7 days of delivery. You can return the item for a full refund or exchange. To initiate a return, please follow these steps:

  • Contact us at info@urbanhato.com or call (310) 377-7695 to report the issue.
  • Provide your order number, the plant in question, and a description or photo of the damage.
  • We will guide you through the return process and provide a return shipping label if applicable.

2. Refunds

We offer a full refund for returned plants if they meet the following criteria:

  • The plant is damaged or defective upon arrival.
  • The return request is made within 7 days from the delivery date.

Refunds will be processed to the original payment method. Please note that it may take 5-10 business days for the refund to appear on your account, depending on your payment provider.

3. Non-Returnable Items

The following items are non-returnable and non-refundable:

  • Plants that have been altered, repotted, or improperly cared for.
  • Gift cards or other non-plant products.
  • Items marked as final sale.

4. Exchanges

If you’d prefer to exchange a damaged or defective plant for a replacement, we are happy to accommodate. Please contact us within 7 days of delivery, and we will arrange for the return of the damaged plant and the delivery of a new one.

5. Shipping Charges

Shipping charges are non-refundable unless the return is due to a defect or damage caused by us. If you are returning a plant because it is defective or damaged, we will cover the return shipping costs.

6. Customer Responsibility

It is important to inspect your plants upon arrival. If you notice any issues, please notify us immediately. We cannot accept returns after 7 days from the delivery date.

7. Contact Us

If you have any questions or need assistance with a return or exchange, please reach out to our customer support team:

  • Email: info@urbanhato.com
  • Phone: (310) 377-7695
  • Address: 30730 La Cresta Via Rancho Palos Verdes, CA 90275

We are here to help ensure your satisfaction with your purchase from UrbanHato. Thank you for choosing us!