Refund and Returns Policy of PowerTech Hato

Effective Date: December 31, 2024

At PowerTech Hato, we want you to be completely satisfied with your purchase. If you’re not satisfied with your product, we offer a straightforward and fair refund and return policy to ensure that your shopping experience is hassle-free. This policy outlines the conditions and procedures for returning or exchanging items purchased from powertechhato.com.

1. Return and Exchange Eligibility

To be eligible for a return or exchange, your item must meet the following criteria:

  • Timeframe: Returns and exchanges must be requested within 30 days from the date of delivery.
  • Condition: The product must be unused, in its original condition, and in the original packaging. Products that have been assembled, damaged, or used are not eligible for return or exchange.
  • Proof of Purchase: A receipt or proof of purchase is required for all returns and exchanges.

2. How to Initiate a Return or Exchange

To initiate a return or exchange, please follow these steps:

  1. Contact Customer Service: Email us at info@powertechhato.com or call (815) 358-2540 within 30 days of receiving your order. Provide your order number, the item(s) you wish to return or exchange, and the reason for the return.

  2. Return Authorization: Our customer service team will review your request and issue a Return Authorization (RA) number if your return is approved. This RA number will be required to process your return or exchange.

  3. Return Shipping: Once you receive the RA number, carefully package your item(s) along with the original packaging and any accessories that came with the product. The customer is responsible for return shipping costs unless the item was defective or the return is a result of our error.

  4. Return Address: Ship the item(s) to the address provided by our customer service team along with the RA number clearly marked on the package.

3. Refunds

Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If your return is approved, a refund will be processed to your original payment method.

  • Refund Processing: Refunds will be issued within 5-7 business days of receiving the returned item.
  • Restocking Fees: In certain cases, we may charge a restocking fee (up to 15%) on returns that are not defective or incorrectly shipped. The restocking fee will be deducted from your refund amount.
  • Original Shipping Costs: Shipping charges are non-refundable unless the return is due to an error on our part or a defective product.

4. Exchanges

If you wish to exchange an item for a different size, color, or model, please follow the same process as a return. Once the return is processed and the original item is received, we will send you the replacement item at no additional shipping cost, provided the item is eligible for exchange. If there is a price difference between the returned item and the new one, you will either be charged or refunded the difference accordingly.

5. Defective or Damaged Products

If you receive a damaged or defective item, we offer free returns and a full refund or replacement. Please follow these steps:

  1. Contact Us Immediately: Notify our customer service team at info@powertechhato.com or (815) 358-2540 within 7 days of receiving the damaged or defective item.
  2. Provide Photos: We may ask for photos of the damaged or defective item to help us assess the issue and expedite the resolution.
  3. Return Shipping: We will cover the return shipping costs for defective or damaged products, and we will provide you with a return shipping label.

6. Non-Returnable Items

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

  • Personalized or custom-built bicycles (e.g., bikes with custom components or colors)
  • Gift cards
  • Sale or clearance items (unless defective)

7. Cancellations

Orders can be canceled within 24 hours of purchase for a full refund, provided the item has not been shipped. After 24 hours, cancellations are no longer possible, and the return process must be followed if you wish to return the product.

8. Customer Service

If you have any questions or need assistance with your return or exchange, please contact our customer service team:

Our customer service team is available Monday through Friday, from 9:00 AM to 5:00 PM CST.

9. Changes to This Policy

We reserve the right to update or modify this Refund and Returns Policy at any time. Any changes will be posted on this page, and the effective date will be updated accordingly. We encourage you to review this policy periodically to stay informed about our return and refund practices.

This Refund and Returns Policy was last updated on December 31, 2024. By making a purchase from PowerTech Hato, you agree to the terms and conditions outlined in this policy.