Refund and Returns Policy of CoreHato

Effective Date: December 31, 2024

At CoreHato, we are committed to ensuring you are completely satisfied with your purchase. If you are not fully satisfied with your order, we offer a straightforward and hassle-free refund and returns process. Please read our Refund and Returns Policy below for detailed information on how to return items and request a refund.

1. Eligibility for Returns

To qualify for a return, the following conditions must be met:

  • Return Window: Returns must be initiated within 30 days of receiving your order. After 30 days, unfortunately, we cannot accept returns or offer a refund.
  • Condition of Items: The item must be in new, unused condition with all original packaging, tags, and accessories included. If the item has been used or damaged, it may not be eligible for a return.
  • Exclusions: Certain items such as custom-built bikes, personalized products, and gift cards are not eligible for return. Please check the product description for specific return information.

2. How to Return an Item

To return an item, please follow these simple steps:

  1. Contact Us: Email our customer support team at [email protected] or call (512) 667-9262 to notify us of your intent to return the item. Please include your order number and a description of the item(s) you wish to return.

  2. Request a Return Authorization: We will provide you with a Return Authorization (RA) number and instructions on how to proceed with the return.

  3. Pack Your Return: Carefully pack the item in its original packaging, including any accessories, manuals, or documentation that came with it. The item should be securely packaged to avoid damage during return shipping.

  4. Ship Your Return: Send the item back to us using a trackable shipping method. Please note that you are responsible for the return shipping costs unless the return is due to a defective or incorrect item.

3. Refund Process

Once we receive your returned item, we will inspect it to ensure it meets our return criteria. After the inspection is complete, we will process your refund.

  • Refund Method: Refunds will be issued to the original payment method used for the purchase. Please allow 5–10 business days for the refund to appear in your account, depending on your payment provider.
  • Restocking Fees: In some cases, a restocking fee may apply for returned items. This will be deducted from your refund amount. The restocking fee is typically 10% of the item’s price, unless the return is due to an error on our part.
  • Shipping Fees: Shipping fees are non-refundable unless the return is due to a mistake on our part, such as shipping the wrong item or a damaged product.

4. Defective or Damaged Items

If you receive a defective or damaged item, we apologize for the inconvenience. Please follow these steps:

  1. Contact Us Immediately: Notify us within 7 days of receiving the item by emailing [email protected] or calling (512) 667-9262. Provide your order number and photos of the damaged or defective item.

  2. Return Shipping: We will provide you with a prepaid return label to send the damaged or defective item back to us. CoreHato will cover the cost of return shipping for defective or damaged items.

  3. Replacement or Refund: After we inspect the item, we will either issue a full refund or ship a replacement, depending on your preference and availability of stock.

5. Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item, you must return the original item for a refund and place a new order for the desired item.

6. Non-Returnable Items

The following items are non-returnable and non-refundable:

  • Custom-built bikes or personalized products.
  • Gift cards.
  • Products marked as “Final Sale” or “Non-Returnable” in the product description.

7. International Returns

If you are returning an item from outside the United States, please note that:

  • You are responsible for return shipping costs.
  • International returns may take longer to process due to customs and shipping times.

Please contact our customer support team before returning international items to ensure a smooth return process.

8. Contact Us

If you have any questions or need assistance with a return, please reach out to our customer support team:

We are here to help and will do everything we can to ensure a smooth return and refund experience.