Refund and Returns Policy for Royal Hato

Effective Date: December 31, 2024

At Royal Hato (https://royalhato.net), customer satisfaction is our top priority. We want you to be happy with your purchase, but we understand that sometimes things don’t go as planned. Our Refund and Returns Policy outlines the process for returning products and receiving a refund. By making a purchase from us, you agree to the terms set forth in this policy.

1. Returns Eligibility

You can return most items within 30 days of receiving your order. To be eligible for a return, the following conditions must be met:

  • The product must be in its original, unused condition with all packaging, labels, and accessories intact.
  • The product must not be damaged, worn, or opened unless it is defective.
  • You must provide a proof of purchase (order number or receipt).
  • For items marked as final sale or non-returnable, returns will not be accepted.

2. How to Request a Return

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our Customer Support team at info@royalhato.net or call us at (208) 687-2933. Please include your order number, the item(s) you wish to return, and the reason for the return.

  2. Return Authorization: Once your return is approved, we will provide you with a Return Authorization Number (RA). Please write this number clearly on the return package.

  3. Return Shipping: The customer is responsible for the return shipping costs unless the product is defective or we made an error in the shipment. We recommend using a trackable shipping service or purchasing shipping insurance for your return, as we cannot guarantee receipt of your returned item.

3. Refund Process

Once we receive and inspect the returned item, we will notify you of the status of your refund. If the return is approved, your refund will be processed as follows:

  • Refund Method: Refunds will be issued to the original payment method used for the purchase (credit card, PayPal, etc.).
  • Refund Amount: The refund will include the cost of the product minus any applicable shipping charges. If you received a free shipping promotion, the original shipping fees will be deducted from your refund.
  • Processing Time: Refunds will typically be processed within 5-7 business days after the return is received. Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

4. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at info@royalhato.net or call (208) 687-2933. We will offer the following options:

  • Replacement: We will send you a replacement item at no extra cost.
  • Refund: If a replacement is unavailable or you prefer a refund, we will process a full refund, including the original shipping charges.

Please provide photographs of the damaged or defective product and packaging to assist in our evaluation of the issue.

5. Exclusions and Non-Returnable Items

Some items cannot be returned or refunded. These include:

  • Products that are used, opened, or damaged (unless defective).
  • Custom or personalized items.
  • Items marked as “final sale” or “non-returnable” on the product page.
  • Products that are not in their original packaging or missing components.

If you are unsure whether your item qualifies for a return, please contact our Customer Support team for clarification.

6. Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item, you will need to return the original product for a refund and place a new order for the replacement item.

7. Shipping Costs

  • Return Shipping: Customers are responsible for the cost of return shipping unless the product is defective or we made an error.
  • Original Shipping Fees: Shipping charges are non-refundable unless the product is defective or the wrong item was sent.

8. Contact Us

If you have any questions regarding our Refund and Returns Policy, or if you need assistance with a return, please reach out to us:

By completing a purchase, you acknowledge and agree to this Refund and Returns Policy. We are committed to providing a positive shopping experience and ensuring your satisfaction with our products and services.