Refund and Returns Policy

Effective Date: December 31, 2024

At FreshFlexHato, we strive to provide you with high-quality climbing accessories that meet your expectations. However, we understand that sometimes a product might not meet your needs or expectations. Our Refund and Returns Policy outlines the terms and conditions regarding returns, exchanges, and refunds for purchases made through our website.

By purchasing from FreshFlexHato, you agree to the following terms:

1. Returns Policy

We want you to be completely satisfied with your purchase. If you are not satisfied with your order, you may return items within 30 days of receiving your purchase for a refund or exchange.

Return Conditions

To qualify for a return:

  • Item Condition: The item must be unused, in new condition, and in its original packaging.
  • Receipt: Proof of purchase, such as your order confirmation email or packing slip, is required for all returns.
  • Return Shipping: You will be responsible for the cost of return shipping, unless the return is due to a defect or error on our part.
  • Exclusions: Items that have been used, damaged, or are not in resaleable condition cannot be returned. Some items, such as personalized or custom-made gear, may not be eligible for return.

How to Return an Item

To initiate a return:

  1. Contact us at info@freshflexhato.com to request a Return Merchandise Authorization (RMA) number.

  2. Package the item securely, including all original packaging and documentation.

  3. Ship the item to the following address:

    FreshFlexHato Returns
    1221 W Hopkins St,
    San Marcos, Texas

  4. Please ensure that the return shipping method is traceable and insured.

2. Refunds

Once we receive your returned item and confirm its condition, we will process your refund. Refunds will be issued to the original payment method used for the purchase.

  • Processing Time: Refunds may take 7-10 business days to process, depending on your payment method and bank policies.
  • Refund Amount: If your return meets the conditions outlined above, we will issue a refund for the full purchase price of the item. Original shipping fees are non-refundable unless the return was due to an error on our part.

3. Exchanges

If you would like to exchange an item for a different size, color, or model, please contact us to initiate the exchange process. Once we receive the returned item in its original condition, we will ship the replacement product to you.

  • Shipping Costs: You will be responsible for the return shipping costs. However, FreshFlexHato will cover the shipping cost of sending the replacement item.

4. Defective or Damaged Products

If you receive a defective or damaged product, please contact us immediately at info@freshflexhato.com. We will provide a pre-paid return shipping label and offer either a full refund or a replacement product.

  • Proof of Damage: Please provide clear photos of the damage or defect to assist with the process.

5. Non-Returnable Items

Some items are not eligible for return or exchange, including:

  • Gift cards
  • Personalized or custom-made products
  • Opened or used safety gear, such as climbing ropes, harnesses, and helmets (for safety and hygiene reasons)

6. Changes to the Policy

FreshFlexHato reserves the right to update or modify this Refund and Returns Policy at any time. Any changes will be posted on our website with the updated effective date. Please check this policy periodically to stay informed.

7. Contact Us

If you have any questions or need assistance with your return or exchange, please contact us at: