Refund and Returns Policy

Effective Date: January 3, 2025

At Horizon Hato, we strive to ensure that our customers are completely satisfied with their purchases. If, for any reason, you are not happy with your order, we are here to assist you. Please review our Refund and Returns Policy below to understand how we handle returns, refunds, and exchanges.

1. Return Eligibility

To be eligible for a return, your item must meet the following conditions:

  • Timeframe: The return request must be made within 30 days of the delivery date.
  • Condition: Items must be unused, in their original packaging, and in the same condition as when they were received.
  • Proof of Purchase: A receipt or proof of purchase is required for all returns and exchanges.

If the item does not meet these criteria, we reserve the right to refuse the return or exchange.

2. Non-Returnable Items

The following items are non-returnable:

  • Gift Cards
  • Customized or personalized products
  • Items marked as “final sale”
  • Live plants (unless they are damaged upon arrival)

3. Return Process

If you wish to return an item, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@horizonhato.com or call (586) 992-2391 to initiate the return process. Please include your order number, a brief explanation, and the reason for the return.

  2. Return Authorization: Once we confirm your eligibility for a return, we will issue you a Return Merchandise Authorization (RMA) number and provide instructions for sending the item back.

  3. Package the Item: Securely package the item in its original packaging, ensuring that it is protected from damage during transit.

  4. Ship the Item: Return the item to the provided address using a trackable shipping method. You are responsible for the return shipping costs unless the return is due to our error (e.g., damaged or incorrect item).

  5. Processing the Return: Once we receive the returned item, we will inspect it and process the return within 5-7 business days.

4. Refunds

Refunds will be issued to the original payment method once the returned item is inspected and approved. Please note:

  • Processing Time: Refunds may take 7-10 business days to appear on your bank or credit card statement, depending on your payment provider.
  • Partial Refunds: If the returned item is not in its original condition or is damaged, a partial refund may be issued.

5. Exchanges

If you wish to exchange an item for a different size, color, or product, please contact us within the return window to initiate the exchange process. We will guide you through the steps to return the original item and send you the replacement product.

Note: You may be responsible for the shipping costs associated with exchanges, unless the exchange is due to a defect or mistake on our part.

6. Damaged or Defective Items

If you receive an item that is damaged or defective, please contact us within 7 days of receiving your order. We will provide a full refund or replacement at no additional cost to you, depending on your preference.

Please send us the following information to facilitate the process:

  • Photos of the damaged or defective product
  • Your order number
  • A brief description of the issue

7. Cancellations

Orders can be canceled if they have not yet been shipped. Please contact us as soon as possible if you wish to cancel your order. Once an order has been processed and shipped, it cannot be canceled, but you can initiate a return once the product arrives.

8. Contact Information

For any questions or to initiate a return, exchange, or refund, please contact us:

Thank you for shopping with Horizon Hato! We appreciate your business and are committed to providing you with the best customer service possible.