Refund and Returns Policy – WaveHato

Effective Date: December 31, 2024

At WaveHato, we strive to ensure that every customer is completely satisfied with their purchase. If for any reason you are not happy with your product, we offer a clear and easy-to-follow return and refund policy to provide you with peace of mind.

Please read this Refund and Returns Policy carefully to understand the terms and conditions under which you can return or exchange an item.

1. Return Eligibility

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

  • The item must be returned within 30 days of the delivery date.
  • The item must be in unused, new, and resellable condition.
  • The item must be returned with all original packaging, accessories, and manuals.
  • Proof of purchase (receipt or order confirmation) is required for returns.

Non-returnable items:

  • Bikes that have been used, ridden, or damaged.
  • Customized or personalized items.
  • Gift cards or clearance items.

If the item does not meet these criteria, we reserve the right to refuse the return.

2. How to Return an Item

To initiate a return, please follow these steps:

  1. Contact Us: Email us at info@wavehato.com or call us at (931) 724-9109 within 30 days of receiving your product. Provide your order number and details about the item(s) you wish to return.

  2. Return Authorization: Our customer service team will provide you with a Return Authorization Number (RAN) and further instructions. Returns sent without a RAN will not be processed.

  3. Package the Item: Carefully package the item(s) you wish to return in the original packaging, ensuring all accessories and documentation are included.

  4. Ship the Item: Once you receive the RAN, ship the item to the address provided by our team. Return shipping costs are the responsibility of the customer, except in cases where the item is defective or incorrect.

3. Refund Process

Once your return is received and inspected, we will notify you via email about the status of your refund. If the return is approved:

  • Refunds will be issued to the original payment method used during the purchase (credit/debit card, PayPal, etc.).
  • Shipping charges are non-refundable, except in cases where the return is due to an error on our part (e.g., receiving a damaged or incorrect item).

Refund processing may take up to 7-10 business days after the return is received.

4. Exchanges

If you would like 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 processing the exchange and will provide instructions for sending back the original item.

  • Exchanges are subject to availability. If the item you wish to exchange for is out of stock, you will be offered a refund instead.
  • Return shipping for exchanges is the responsibility of the customer.

5. Damaged or Defective Items

If your item is damaged or defective upon arrival, please notify us within 48 hours of receiving the product. We will assist you with the following:

  • Return shipping costs will be covered by WaveHato.
  • A full refund or replacement will be issued based on your preference.

Please include detailed photos of the damage or defect when contacting us so we can resolve the issue quickly.

6. Cancellations

If you wish to cancel your order, please contact us as soon as possible. We process orders quickly, so cancellations must be made before the item has been shipped.

  • If the order has already shipped, you will need to follow the return process outlined above once the item arrives.
  • Custom or personalized items cannot be canceled once the order has been processed.

7. Exceptions and Special Considerations

  • Custom Orders: Customized or personalized products cannot be returned unless there is a defect or mistake made on our part.
  • Special Promotions: Items purchased during special promotions, such as Black Friday, must adhere to the return policy outlined at the time of purchase.
  • Shipping Delays: Refunds or returns due to delayed shipping will only be considered if the delay is caused by a mistake on our part.

8. Contact Information

If you have any questions or need assistance with your return or refund, please feel free to contact us:

9. Updates to the Return & Refund Policy

WaveHato reserves the right to update or modify this Return and Refund Policy at any time. Any changes to the policy will be reflected here with an updated Effective Date. We recommend reviewing this policy periodically to stay informed.