Refund and Return Policy of Dreamhato

Effective from December 31, 2024

At Dreamhato, we want you to be completely satisfied with your purchase. If, for any reason, you are not fully satisfied with your order, we offer a comprehensive refund and return policy to ensure a smooth and hassle-free process. Please carefully read through our policy to understand the steps and requirements for returning or exchanging products.

1. Return and Exchange Period

We accept returns and exchanges for most products within 30 days from the date of delivery. This policy applies to products purchased through our website at dreamhato.com. After 30 days, unfortunately, we are unable to accept returns or exchanges.

2. Eligibility for Return or Exchange

To be eligible for a return or exchange, the following conditions must be met:

  • The item must be in original condition (unused, undamaged, and in the same packaging it was delivered in).
  • You must return the item with all accessories, parts, and instructions that were included with the product.
  • Live plants are eligible for return only if they are defective or damaged upon arrival. In the case of a plant’s health deteriorating after delivery, we will work with you to assess and resolve the issue, which may include a replacement or refund.

3. Non-Returnable Items

Certain items are non-returnable for hygiene and safety reasons. These include:

  • Live plants that have been opened, damaged, or are past their return window.
  • Customized or personalized items.
  • Gift cards or any other non-returnable services.

Please ensure that the items you are returning meet the criteria above before proceeding with the return.

4. How to Return or Exchange an Item

To initiate a return or exchange, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@dreamhato.net within 30 days of receiving your order. Please include your order number, the product(s) you wish to return or exchange, and the reason for the return.
  2. Return Authorization: Once we receive your request, we will send you a Return Authorization (RA) number and instructions on how to return your item. This step ensures that your return is processed efficiently.
  3. Prepare the Return: Pack the item securely in its original packaging, ensuring that all parts and accessories are included. Write the RA number on the return package.
  4. Ship the Return: Please ship the item back to us at the address provided in your return instructions. The customer is responsible for covering the return shipping costs, unless the item is defective or damaged upon arrival.
  5. Inspection and Approval: Once the returned item arrives at our facility, it will be inspected. If the return is approved, we will process your refund or exchange promptly.

5. Refund Process

Once we receive and approve your return, we will issue a refund to your original payment method. The refund process may take up to 7 business days to be reflected in your account, depending on your payment provider.

Please note:

  • Shipping fees are non-refundable.
  • If your return is due to an error on our part (e.g., receiving a damaged or incorrect item), we will cover the return shipping costs and issue a full refund or replacement.
  • If you return an item that is not in its original condition, or if the item shows signs of being used or damaged, we reserve the right to refuse the return or offer only a partial refund.

6. Exchanges

If you would like to exchange an item for a different product, the process is similar to a return. Once your original product is returned and approved, you can place a new order for the desired item. Unfortunately, we cannot guarantee that the item you wish to exchange for will be available, so we recommend placing a new order right away. If the exchange is due to a defect or error on our part, we will process the exchange without additional charges.

7. Damaged or Defective Items

If you receive an item that is damaged or defective, please contact us immediately at info@dreamhato.net. We will work with you to resolve the issue by offering a replacement, repair, or full refund based on the circumstances.

What you need to do:

  • Provide clear photographs of the damaged or defective item.
  • Include your order number and a description of the issue.
  • We will arrange for the return shipping of the defective item at no additional cost to you.

8. Late or Missing Refunds

If you have not received your refund after the stated time, please first check with your bank or credit card company, as processing times can vary. If you have done this and still have not received your refund, please contact us at info@dreamhato.net. We will assist you in resolving the matter promptly.

9. Cancellation Policy

If you wish to cancel an order, please contact us as soon as possible. Orders can only be canceled before they have been processed and shipped. If your order has already shipped, you will need to follow the return procedure outlined above.

10. Customer Service

If you have any questions or concerns regarding returns, exchanges, or refunds, our customer service team is here to assist you.

Contact Information:

We are available Monday to Friday from 9 AM to 5 PM ET, and we aim to respond to all inquiries within 1-2 business days.