Refund and Return Policy

Effective Date: January 16, 2025

At puresthato, we are committed to your satisfaction with every purchase. We understand that sometimes things don’t go as planned, and you may need to return a product. This policy outlines our guidelines for refunds and returns, ensuring a transparent and fair process for all our valued customers.

1. Eligibility for Returns:

  • Time Frame: You may return most items within 14 days of the delivery date. After this 14-day period, unfortunately, we cannot offer you a refund or exchange.

  • Condition of Items: To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging with all original labels and tags attached.

  • Proof of Purchase: A valid receipt or proof of purchase is required for all returns and exchanges.

  • Non-Returnable Items: Certain types of items are exempt from being returned. These include gift cards, perishable goods (like specific plants after purchase), and any items that have been customized for the customer.

  • Clearance and Sale Items: Sale and clearance items are non-refundable and non-returnable.

2. How to Initiate a Return:

  • Contact Us: To begin the return process, please contact our customer support team via phone, email, or through the contact form on our website. Provide your order number, the reason for the return, and the items you wish to return.

  • Return Authorization: Once your return request is approved, we will provide you with a Return Authorization (RA) number and instructions on how to return the items.

  • Shipping: You are responsible for paying the shipping costs for returning your item(s). We recommend using a trackable shipping method. We are not responsible for lost or damaged packages during the return process. We advise you to keep the tracking number in order to monitor the shipment.

  • Packaging: Ensure the item is packaged securely to prevent damage during transit. Include your RA number inside or on the outside of the packaging.

3. Inspection and Processing:

  • Arrival: Upon receiving the returned item, our team will inspect it to ensure it meets the return criteria.

  • Approval: If the return is approved, we will process your refund or exchange as quickly as possible.

  • Notification: We will notify you of the status of your return via email, typically within 3-5 business days of receiving the item.

4. Refund Process:

  • Refund Method: Refunds will be issued to the original payment method used at the time of purchase.

  • Refund Timing: Please allow 7-10 business days for the refund to appear on your statement, this is dependent on processing by financial institutions.

  • Partial Refunds: In certain cases, partial refunds may be granted if items are not returned in their original condition or have missing parts, or are returned beyond the refund window.

5. Exchanges:

  • Availability: If you wish to exchange an item for a different one, please indicate this when contacting customer service. Exchanges are subject to stock availability.

  • Price Differences: If there is a price difference between the item you are returning and the item you want in exchange, you may need to pay the difference, or will be issued a partial refund if the exchanged product is of lesser value.

6. Damaged or Defective Items:

  • Reporting: If you receive a damaged or defective item, please contact us immediately (within 48 hours of receiving your order) and provide photos of the damaged item and packaging.

  • Resolution: We will work with you to resolve the issue, which may include a replacement, refund, or other form of compensation.

  • Plant Health: If a plant arrives in poor health, contact us within 24 hours of delivery with photographic evidence.

7. Return Shipping Costs:

  • Customer Responsibility: Return shipping costs are the responsibility of the customer, unless the item is received damaged or defective. In cases of damaged or defective products, we will cover the return shipping costs.

  • Shipping Method: Use a traceable and secure method of shipping for your returns.

8. Cancellations:

  • Order Cancellation: If you wish to cancel an order, you must notify us within 24 hours of the order.

  • Cancellation of In-Process Orders: Once an order is being processed or shipped, it cannot be canceled, and must be processed as a return upon arrival if needed.

9. Policy Updates:

We reserve the right to update our refund and return policy at any time. Any changes will be posted on our website, and will be effective immediately.

10. Contact Us:

If you have any questions or concerns regarding our Refund and Return Policy, please contact us at:

  • Address: 65 Summerhill Pl Newnan, Georgia

  • Phone: (770) 253-9080

  • Email: info@puresthato.com

  • Website: puresthato.com