Refund and Returns Policy of TrustHato

Effective Date: December 31, 2024

At TrustHato, we are committed to ensuring our customers are completely satisfied with their purchases. If you are not fully satisfied with your order, we offer a straightforward refund and return process to provide peace of mind when shopping with us. Please read our policy carefully to understand how we handle returns, refunds, and exchanges.

1. Eligibility for Returns

You may return most items purchased from TrustHato within 30 days of the delivery date for a full refund or exchange, provided that the following conditions are met:

  • Item Condition: The item must be unused, in its original packaging, and in a condition suitable for resale. Items must be free of scratches, damages, or signs of use.
  • Proof of Purchase: A valid receipt or order confirmation is required for all returns and exchanges.
  • Non-Returnable Items: Certain items are not eligible for return, including but not limited to:
    • Opened or used software, memory cards, and electronics.
    • Custom or personalized products.
    • Gift cards or vouchers.

If you’re unsure whether an item can be returned, please contact us at info@trusthato.net or call (870) 862-6413 before initiating a return.

2. How to Return an Item

To return an item, please follow these steps:

  1. Contact Us: Reach out to our customer service team at info@trusthato.net or call (870) 862-6413 to notify us of your intent to return an item. Be sure to provide your order number and the reason for the return.
  2. Return Authorization: We will provide you with a Return Authorization Number (RAN) and instructions on how to return the item. Please do not return items without prior authorization.
  3. Pack the Item: Carefully pack the item in its original packaging, including all accessories, manuals, and parts.
  4. Shipping: Ship the item back to us using a trackable shipping service. You will be responsible for the return shipping costs unless the return is due to a mistake on our part (e.g., damaged or incorrect items).

Return Address:
TrustHato
312 Wildwood Dr
El Dorado, Arkansas
USA

3. Refunds

Once we receive and inspect the returned item, we will process your refund within 5–7 business days. The refund will be issued to the original payment method. Please note the following:

  • Processing Fees: Shipping fees, handling charges, or customs duties are non-refundable.
  • Partial Refunds: If the item is returned in a damaged condition, missing parts, or showing signs of use, we may issue a partial refund or deny the return.
  • Store Credit: In some cases, you may be offered store credit or an exchange in place of a full refund, especially for returns on opened items or items that do not meet the return requirements.

4. Exchanges

If you wish to exchange an item for a different size, color, or model, please follow the same return process. Once we receive your returned item, we will process the exchange and send out the new item. If the exchange is for a more expensive product, you will be required to pay the difference. If the exchange is for a less expensive item, we will issue you a refund for the price difference.

5. Damaged or Defective Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of receiving the product. We will either send you a replacement or issue a full refund, including return shipping costs. To assist with the return process, please provide:

  • Photographic evidence of the damage or defect.
  • The original packaging.
  • A brief description of the issue.

6. Late or Missing Refunds

If you have not received your refund after 7 business days, please check with your bank or payment provider, as it may take additional time to process. If you have followed up with them and still haven’t received your refund, please contact us at info@trusthato.net for further assistance.

7. Cancellation of Orders

If you need to cancel an order, please contact us as soon as possible. We strive to process orders quickly, so cancellations can only be accepted before the item has been shipped. If the item has already been shipped, you will need to follow the return process once you receive your package.

8. Contact Us

For any questions or concerns regarding our Refund and Return Policy, or if you need assistance with a return, please contact our customer service team:

Thank you for shopping with TrustHato. We are dedicated to providing high-quality products and excellent customer service. If you’re not completely satisfied with your purchase, we are here to help make things right.