Refund and Returns Policy

Effective Date: January 3, 2025

At NitroHato, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, please read our Refund and Returns Policy below to understand your options.

1. Returns

We accept returns within 14 days of receipt for most plants and products purchased on our website or in-store. To be eligible for a return, the following conditions must be met:

  • The plant or product must be in its original condition, including packaging and labels.
  • The plant must not have been damaged or exposed to extreme conditions after delivery.
  • You must have the original receipt or proof of purchase.

Note: Some items, such as gift cards, sale items, and plants marked as “final sale,” are not eligible for return.

2. How to Return an Item

To initiate a return, please follow these steps:

  • Contact our customer service team at info@nitrohato.com or call (203) 367-5925 to request a return authorization.
  • Provide your order number, a brief description of the issue, and the reason for the return.
  • Once your return is authorized, we will provide instructions on how to return the product.

Shipping Costs: Customers are responsible for return shipping costs, except in cases where the return is due to our error (e.g., incorrect or damaged items).

3. Refunds

Once we receive the returned item, we will inspect it to ensure it meets the return requirements. If approved, we will process your refund within 7-10 business days. Refunds will be issued to the original payment method used during the purchase.

Note: Shipping charges are non-refundable, and you will be responsible for the cost of returning the item unless the return is due to a mistake on our part (e.g., incorrect item shipped).

4. Damaged or Incorrect Items

If you receive a damaged or incorrect item, please contact us within 3 days of receiving your order. We will offer a full refund or exchange, and we will cover the return shipping costs. You may be required to provide photos of the damaged or incorrect items for our records.

5. Exchanges

We offer exchanges for plants or products of equal value, provided the items meet the return conditions. To exchange an item, please contact us for an exchange authorization and instructions.

6. Non-Returnable Items

The following items are non-returnable:

  • Gift cards
  • Plants marked as “final sale” or “non-returnable”
  • Products damaged after delivery or outside the return window

7. Contact Us

If you have any questions about our return and refund process, please feel free to contact us at:

NitroHato
Email: info@nitrohato.com
Phone: (203) 367-5925
Website: https://nitrohato.com

We appreciate your understanding and look forward to helping you with any return or refund requests. Thank you for choosing NitroHato!