Refund policy

Refund and Exchange Policy for HatchHub

Effective date: 1 April 2024

Thank you for choosing HatchHub for your access hatches and panels. We are dedicated to ensuring the satisfaction of our customers with the quality and reliability of our products. Below is our policy on refunds and exchanges.

Refunds

We offer refunds for orders returned within 14 days of purchase, provided the items are returned to HatchHub in their original condition— unused, undamaged, and in their original packaging. Unfortunately, if 14 days have elapsed since your purchase, we are unable to offer you a refund.

Custom Size Hatches, Trade Orders & Made-to-Order Models

Please note that custom size hatches (sizes which are not sold on the website) and trade orders of 5 hatches or more are made to order and are therefore non-refundable and non-exchangeable. Additionally, the following floor hatch models are made to order (even in standard sizes), and are also non-refundable and non-exchangeable:

• APF-S
• APF-U
• E-Baka
• E-Bar

We encourage our customers to double-check their specifications before placing an order for these products.

Exchanges

We offer exchanges within 30 days of purchase (except for custom-size hatches and made-to-order models). If you decide to exchange an item for a different one, the price difference will be handled as follows:

If the new item is more expensive than the original item, you will be required to pay the difference.

If the new item is cheaper than the original item, we will refund the difference to your original method of payment.

To qualify for an exchange, the item must be in its original condition—unused, undamaged, and in its original packaging.

Finality of Exchanges

All exchanges are final. Once an item has been exchanged, it cannot be refunded or exchanged further.

Packaging Condition & Additional Fees

If a returned or exchanged item is received with damaged packaging or unoriginal packaging, a fee of up £25 per item will be applied to restore it to a re-sellable condition.

Shipping Costs

The shipping cost for returning an item for a refund or exchange is the responsibility of the client. We recommend using a trackable shipping service or purchasing shipping insurance for returns, as we cannot guarantee receipt of your returned item.

Non-refundable Charges

Please be advised that the original shipping charge is non-refundable. This cost is expended in delivering the item to you and cannot be recovered.

Processing Refunds and Exchanges

Upon receipt and inspection of your return, we will notify you of the approval or rejection of your refund or exchange. Approved refunds will be processed, and a credit will automatically be applied to your original method of payment within 7-10 business days. For exchanges, we will inform you of any price difference to be paid or refunded.  If you return an item to us after 14 days, or your return/exchange does not meet the requirements of this policy we will post the item back to you at your own shipping expense.

Contact Us

If you have any questions about our refund and exchange policy, wish to initiate a return or exchange, or need further assistance, please don’t hesitate to contact us:

Email: hi@hatchhub.co.uk

Phone: 02080505593