Refund and Returns Policy for ScaleHato.net

Effective Date: December 31, 2024

At ScaleHato, we strive to provide our customers with the best products and services. If you are not completely satisfied with your purchase, we are here to help. Please read our refund and returns policy carefully to understand how returns, exchanges, and refunds are handled.

1. Returns and Exchanges

We want you to be completely satisfied with your purchase. If for any reason you are not happy with your item, we offer a 30-day return policy. You may return most items within 30 days from the date of delivery for a full refund or an exchange.

Eligibility for Returns

  • Items must be returned in their original condition—unused, unopened, and with all original packaging, including accessories, manuals, and tags.
  • If the item is defective or damaged, you are eligible for a full refund or exchange. Please contact us immediately if you receive a damaged item.
  • Return requests must be made within 30 days from the date of delivery. After 30 days, we are unable to process returns.

Non-returnable Items

  • Gift Cards
  • Custom or personalized items
  • Digital downloads or software
  • Products marked as final sale on the website.

2. How to Initiate a Return

To initiate a return, please follow these steps:

  1. Contact Us: Reach out to us via email at info@scalehato.net or call (910) 486-6672 to request a return authorization. Provide your order number, the item(s) you wish to return, and the reason for the return.

  2. Return Authorization: Once your return is approved, we will provide you with a Return Merchandise Authorization (RMA) number and instructions on how to return the item.

  3. Ship the Item: Pack the item securely, including all original packaging, accessories, and paperwork, and send it back to us using the provided instructions. Customers are responsible for return shipping costs unless the return is due to a defective or incorrect item.

  4. Refund or Exchange: Once we receive the returned item, we will inspect it and process your refund or exchange. Refunds will be credited to the original payment method used during purchase.

3. Refunds

Once your return is received and inspected, we will notify you by email about the status of your refund. If your return is approved, the refund will be processed, and a credit will be applied to your original payment method within 5-10 business days.

Processing Time

  • Credit Card/Bank Debit: Refunds to credit cards or debit cards may take 5-10 business days to appear on your statement, depending on your bank or card issuer.
  • PayPal: If you paid via PayPal, the refund will be processed through PayPal, and it may appear in your account immediately or within a few days.

Partial Refunds

In certain situations, only partial refunds may be granted:

  • Items with obvious signs of use (e.g., opened packaging, damaged items, missing accessories).
  • Items returned after the 30-day period.

4. Exchanges

If you wish to exchange an item for a different size, color, or model, please contact us within 30 days of receiving the product. We will assist you in returning the item and sending you the replacement.

  • The exchanged item will be shipped once the return is processed and the original item is received.
  • If there is a price difference between the returned and exchanged items, we will either charge you the balance or issue a refund depending on the situation.

5. Damaged or Defective Items

If you receive an item that is damaged, defective, or incorrect, we apologize for the inconvenience and will make it right. Please follow these steps:

  1. Contact Us Immediately: Report any issues within 7 days of receiving the product. Include photos of the damage or defect to expedite the process.

  2. Return Authorization: We will provide a prepaid return label for you to return the damaged or incorrect item.

  3. Replacement or Refund: Once the defective or damaged item is returned, we will either send you a replacement item or issue a full refund, depending on your preference and stock availability.

6. Return Shipping Costs

  • Customer-Paid Returns: If the return is due to a change of mind or incorrect order, the customer is responsible for return shipping costs.

  • Free Return Shipping: If the return is due to a damaged, defective, or incorrect item, we will cover the return shipping costs. We will provide you with a prepaid shipping label.

7. Late or Missing Refunds

If you haven’t received your refund yet:

  1. Check your bank or credit card statement.
  2. Contact your bank or credit card company; it may take some time before the refund is officially posted.
  3. If you’ve done all of this and still have not received your refund, please contact us at info@scalehato.net.

8. Contact Us

If you have any questions or need assistance with a return or refund, please don’t hesitate to contact us:

  • Email: info@scalehato.net
  • Phone: (910) 486-6672
  • Address: 6341 Sandy Creek Rd, Stedman, North Carolina, 28391

This Refund and Returns Policy is designed to ensure that you have a smooth, hassle-free experience with returns, exchanges, and refunds at ScaleHato. We want every customer to be happy with their purchase, and we are here to help resolve any issues as quickly and efficiently as possible. Thank you for shopping with us!