Refund and Return Policy

Effective Date: January 16, 2025

Futurehato is dedicated to ensuring the highest quality and satisfaction with every plant we offer. We understand that sometimes returns or refunds may be necessary. This policy outlines the terms and conditions under which we will accept returns and process refunds, designed to be as clear and fair as possible. We encourage you to read this policy carefully before making a purchase.

Returns

We generally accept returns under the following circumstances:

  • Damaged or Defective Plants: If the plant you receive is damaged, broken, diseased, or otherwise defective upon arrival, you must notify us within 24 hours of delivery with clear photographic evidence of the damage, along with pictures of the original packaging. We will then assess the damage and provide you with specific return instructions. We take the utmost care in packaging our plants, but occasionally, damage can occur during transit.

  • Incorrect Product Delivery: If you receive a plant that is different from what you ordered, please contact us within 24 hours of delivery, and we will arrange for the correct plant to be sent to you, along with instructions for returning the incorrect plant.

  • Exceptional Circumstances: We may consider returns in rare situations if there is a significant problem with the plant that is not related to damage in transit and can be verified. These exceptions will be evaluated on a case-by-case basis.

Conditions for Returns

To be eligible for a return, the item must adhere to the following requirements:

  • Timeframe for Return Request: The return request must be initiated within 24 hours of the delivery date for damaged, defective, or incorrect items. Any request submitted after this period will not be considered unless there is an exceptional reason for the delay.

  • Original Packaging: All returns must be sent back with the original packaging to protect the plant during transit. It is essential to ensure that the plant is packaged securely, using the original or comparable materials to avoid further damage during return shipment. If the plant is damaged during the return transit due to insufficient packaging, we may not be able to accept the return.

  • Plant Condition: The returned plant must be in the same condition as it was delivered, with exceptions for damage in transit. We do not accept returns for plants that have been damaged after delivery due to improper care, pests, incorrect watering, or adverse environmental conditions.

  • Proof of Purchase: A valid purchase receipt, order confirmation, or proof of purchase must be included with the returned plant.

  • Photographic Evidence: For damaged, defective, or incorrect plants, you must provide photographs within the required time frame as proof.

  • Return Authorization: You must obtain a return authorization from us before sending back any plant, to ensure we can process the return efficiently.

Refunds

Once your return is received and examined, we will notify you of the approval or rejection of your refund. The timeframe for processing refunds may vary.

  • Approved Refunds: If the returned plant meets the return criteria, we will issue a full refund to your original payment method within 7-10 business days of our confirmation. The refund will cover the original purchase price but may not include the original shipping costs, unless the return is due to an error on our part.

  • Partial Refunds: In instances where a plant is returned, but does not fully meet our return conditions (e.g., slight damage or a portion of the plant is missing), we may, at our discretion, offer a partial refund.

  • Refunds for Shipping Costs: We will only refund original shipping costs if the return is a result of our error, such as shipping a damaged, defective, or incorrect item. Customers are responsible for the return shipping costs in all other cases.

  • Refund Method: Refunds will be processed to the original method of payment. If this method is unavailable, we will work with you on an appropriate alternative.

Non-Refundable Items

The following are typically non-refundable:

  • Plants Damaged by Improper Care: We cannot refund or accept returns for plants that have deteriorated due to improper care, inadequate watering, or exposure to incorrect environmental conditions after the plant is delivered in good condition.

  • Gift Cards: Gift cards purchased from Futurehato are non-refundable.

  • Special or Custom Orders: Unless the plant is damaged, defective, or incorrect upon arrival, we cannot refund special orders or custom-made plant arrangements.

Exchanges

We do not usually offer direct exchanges. If you have received a damaged, defective, or incorrect item, please follow the steps for returns. Once the return is processed, you may place a new order for your desired plant.

How to Initiate a Return

To initiate a return, you must follow these steps:

  1. Contact Us: Within 24 hours of delivery, email us at info@futurehato.com or call us at 307-621-0431 to notify us of the issue.

  2. Provide Details: Include your order number, the date of purchase, and clear photographic evidence of the plant damage or issues.

  3. Receive Authorization: We will review your request and provide you with a Return Authorization number and instructions on how to return the plant.

  4. Packaging: Pack the plant carefully and securely in its original packaging or similar packaging to prevent further damage.

  5. Ship the Return: Ship the plant to the return address provided to you, along with a copy of your original purchase receipt and the Return Authorization number.

Contact Information

If you have any questions or concerns regarding this Refund and Return Policy, please reach out to us: