Effective Date: June 4, 2025

At IconHato, we are dedicated to delivering a premium shopping experience that exceeds customer expectations. While we strive to ensure every order arrives in perfect condition, we understand that sometimes you may need to return or exchange a product. This Return & Exchange Policy outlines your rights, the steps to initiate a return, and how we handle exchanges and refunds.

General Conditions for Returns & Exchanges

We accept returns or exchanges under the following conditions:

  • The request must be made within 14 calendar days of receiving the item.

  • Items must be unused, unwashed, and in original packaging with all accessories, tags, and labels intact.

  • The product must not be part of our final sale, clearance, or non-returnable item list, which includes:

    • Underwear, swimwear, and other hygiene-sensitive items

    • Customized or personalized products

    • Digital products or downloadable content

  • Proof of purchase is required (order number, invoice, or receipt).

How to Return or Exchange an Item

  1. Submit a request via email to support@iconhato.net with:

    • Your full name and contact info

    • Order number

    • Photos of the item (if damaged or incorrect)

    • Reason for return or exchange

  2. Our customer service will respond within 24–48 hours and issue a Return Authorization if the request is approved.

  3. Return the item using a trackable shipping service to the address provided.

  4. Once we receive and inspect the item, we will notify you of the return status.

Refund Process

  • Approved refunds will be issued to your original payment method within 7–10 business days after we confirm the condition of the returned product.

  • Refunds may be partial in certain cases (e.g., used items, missing accessories).

  • Shipping costs are non-refundable unless the return is due to our error.

Exchange Guidelines

  • Exchanges are only allowed for the same product in a different size or color, subject to availability.

  • If the desired item is out of stock, we will offer a store credit or a full refund.

For additional help, don’t hesitate to contact our team.