Refund and Returns Policy 

Effective Date: March 24, 2025

At Urban Hato, we strive to ensure your complete satisfaction with every purchase. If for any reason you are not completely satisfied with your purchase, we are here to assist you. This Refund and Returns Policy outlines the conditions under which returns and refunds are accepted and how the process works.

By purchasing products from urbanhato.net, you agree to the terms and conditions outlined in this policy.

1. Return Eligibility

To be eligible for a return:

  • Return Window: You may return items within 30 days from the date of receipt.
  • Condition of Items: Products must be in new, unused, and unopened condition with all original packaging, accessories, and documentation.
  • Exclusions: Certain products may be excluded from returns, including but not limited to personalized items, software, downloadable content, or products marked as “final sale” or “non-returnable” on the product page.

2. How to Return an Item

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@urbanhato.net or call us at (318) 777-1637 to request a return authorization (RMA).
  2. Provide Details: Include your order number, the items you wish to return, and the reason for the return.
  3. Return Instructions: Once your return is approved, we will provide you with the return shipping instructions. You will be responsible for the return shipping cost unless the item is defective or we made an error in fulfilling your order.
  4. Pack the Item: Carefully pack the item in its original packaging with all accessories and documentation. Items returned without their original packaging may incur a restocking fee or be refused.

3. Refund Process

  • Refund Method: Once we receive and inspect your returned item, we will issue a refund to your original payment method. Please note that refunds may take 5-10 business days to appear on your account, depending on your bank or payment provider.
  • Restocking Fee: In some cases, we may charge a restocking fee for returned items, especially if the item is opened or not in its original condition. This fee will be communicated to you before the return is processed.
  • Non-Refundable Items: If an item is returned after the 30-day return period or is not in its original condition, you may not be eligible for a full refund.

4. Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact Us Immediately: Please contact our customer support team within 7 days of receiving the item to report the issue.
  • Return or Exchange: We will arrange for a return or exchange at no additional cost to you, including covering return shipping fees.
  • Inspection: Upon receiving the returned item, we will inspect it and either issue a refund or send you a replacement, depending on your preference and product availability.

5. Exchanges

If you wish to exchange an item for another size, color, or model, you can initiate a return and place a new order for the replacement item. Unfortunately, we do not offer direct exchanges. All exchanges are processed as returns, and a new order will need to be placed separately.

6. Non-Returnable Items

Some items are non-returnable, including but not limited to:

  • Gift cards
  • Personalized products
  • Software or items with opened seals
  • Downloadable content
  • Items marked as final sale or clearance

Please review product descriptions carefully before purchasing.

7. Shipping Costs

  • Return Shipping: If you are returning an item due to a change of mind, you will be responsible for the return shipping costs. However, if the return is due to a defect, error, or damage, we will cover the return shipping fees.
  • Original Shipping: Shipping charges paid on your original order are non-refundable unless the item was defective or we made an error in fulfilling the order.

8. Late Returns

Items returned after the 30-day return window may not be eligible for a refund. If you miss the return window, please contact us to discuss potential options, and we will do our best to assist you.

9. Customer Support

If you have any questions or need assistance with a return or refund, please contact our customer support team at:

Urban Hato
309 Simpson Rd, Dubach, Louisiana
Email: info@urbanhato.net
Phone: (318) 777-1637

We are committed to providing excellent customer service and want to ensure that your shopping experience with Urban Hato is as smooth and satisfying as possible. Thank you for shopping with us!