Refund and Returns Policy

Effective Date: January 2, 2025

At SilverHato.com, we want you to be completely satisfied with your purchase. If you are not entirely happy with your order, we are here to help. Please read our Refund and Returns Policy carefully to understand your rights and the steps to take in case of a return or refund.

1. Returns

We accept returns on most products within 30 days of the date of delivery. To be eligible for a return, the following conditions must be met:

  • The item must be returned in its original condition, including the original packaging.
  • The product must not be damaged, used, or altered in any way.
  • The plant must be alive when returned (unless it was damaged during shipping, in which case please refer to the “Damaged Items” section below).

If you wish to return a product, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@silverhato.com or call us at 307-621-0431 to request a return authorization. Please include your order number and the reason for the return.
  2. Return Authorization: Once your return request is approved, we will provide you with return instructions and a return address.
  3. Return Shipping: You are responsible for the cost of return shipping unless the product was defective or damaged upon arrival.

Note: If you’re returning a plant, please make sure to package it carefully to prevent any damage during transit.

2. Refunds

Once we receive your returned item and verify that it meets our return conditions, we will issue a refund to the original payment method. Refunds are processed within 5-7 business days after we receive the return. Please note the following:

  • Refunds will only be issued for the cost of the item(s). Shipping fees are non-refundable, except in cases where the return is due to a defect or damage caused during shipping.
  • If you paid with a credit or debit card, the refund will be processed to the same card. If you paid via PayPal or another payment gateway, the refund will be credited back to your account with the same payment method.
  • Partial Refunds: If the product is returned in a condition that does not meet our return criteria (e.g., damaged, used, or altered), we may issue a partial refund or refuse the return entirely.

3. Damaged or Defective Items

If your plant or product arrives damaged or defective, we are sorry for the inconvenience. Please follow the steps below:

  1. Contact Us Immediately: Notify us within 3 days of receiving your order. Provide your order number and photographs of the damaged product, packaging, and any related damage.
  2. Replacement or Refund: If your item is confirmed to be damaged or defective, we will either send you a replacement (if available) or issue a full refund.
  3. Return of Damaged Items: In most cases, we will cover the cost of return shipping for damaged or defective items. We will provide you with a prepaid return label to send the product back.

Note: Please inspect your plants immediately upon arrival to ensure they are healthy and intact. We are not responsible for any issues that arise after 3 days of delivery.

4. Non-Returnable Items

Certain items are non-returnable and cannot be refunded. These include:

  • Gift cards: Once purchased, gift cards cannot be returned or refunded.
  • Custom or Special Orders: Any products that were specially ordered for you, including certain plants or custom arrangements, are not eligible for return.
  • Products marked as “Final Sale”: Any products marked as final sale on our website are not eligible for return or refund.

5. Exchanges

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

6. Canceling an Order

If you need to cancel your order, please contact us as soon as possible at info@silverhato.com. If your order has not yet been processed or shipped, we will cancel it and issue a full refund. Once an order has been shipped, we cannot cancel it, but you can return the item in accordance with our Returns Policy.

7. Contact Us

If you have any questions or concerns about our Refund and Returns Policy, please contact us: