Refund and Returns Policy

Effective Date: December 31, 2024

At IconHato, we strive to provide our customers with the best shopping experience. If for any reason you are not completely satisfied with your purchase, we offer a refund and returns policy that ensures a smooth and hassle-free process. Please review the details below for more information.

1. Returns Eligibility

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

  • Item Condition: The product must be unused, in the same condition as you received it, and in its original packaging.
  • Return Timeframe: Returns must be requested within 30 days of the delivery date. If more than 30 days have passed, we cannot offer a refund or exchange.
  • Proof of Purchase: A receipt or proof of purchase is required for all returns.

Note: Certain products such as personalized items or plants may not be eligible for return. If you have received a damaged or defective product, please refer to our “Damaged Items” section below.

2. How to Return an Item

If your return is eligible, follow these steps to initiate the process:

  1. Contact Us: Reach out to our customer support team at info@iconhato.com or call us at (509) 534-4771 to request a return authorization. Please include your order number and the reason for your return.

  2. Return Authorization: Our team will provide you with return instructions and, if applicable, a return shipping label.

  3. Package the Item: Carefully pack the item in its original packaging, including all accessories, manuals, and any freebies that came with the order.

  4. Ship the Return: Send the item back to us using the provided return label. Please retain a tracking number to ensure the item is successfully returned.

3. Refund Process

Once we receive your returned item and confirm that it meets the return requirements, we will process your refund:

  • Refund Method: Refunds will be issued to the original payment method used for the purchase.
  • Refund Processing Time: Once your return is approved, the refund will be processed within 7-10 business days. Depending on your bank or payment provider, it may take additional time for the refund to appear on your account.

Note: Shipping costs are non-refundable, and you are responsible for paying return shipping fees, unless the return is due to a defective or incorrect item.

4. Damaged or Defective Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of receiving your order. We will assist you with a free return or exchange and ensure you receive a replacement or refund.

To expedite the process, please provide us with:

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

Once we have reviewed the issue, we will guide you through the return process and cover the return shipping costs.

5. Non-Returnable Items

The following items cannot be returned:

  • Personalized or custom-made items (unless they arrive damaged or defective)
  • Live plants or plants that have been altered from their original condition
  • Gift cards

If you have any questions about whether your item is eligible for a return, please reach out to us at info@iconhato.com.

6. Exchanges

If you would like to exchange an item, please follow the return process outlined above and place a new order for the replacement item. We recommend contacting our customer support team to ensure the new item is available and to receive assistance with the exchange process.

7. Contact Us

If you have any questions or concerns regarding our refund and returns policy, please do not hesitate to contact us:

We are committed to providing you with the best customer experience and ensuring that any issues with your order are resolved promptly.