Terms of service

Terms of Service for HatchHub

We know this is the boring part, but it’s important stuff. These Terms of Service are here to protect you, us, and to make sure everything’s crystal clear from the moment you click “Place My Order” to the moment you enjoy your HatchHub product for years to come.

This website, https://www.hatchhub.co.uk (“Site”), is operated by HatchHub Ltd (“HatchHub”, “we”, “us”, or “our”), a business operating in the United Kingdom. By accessing or using the Site and purchasing our access hatches or panels (“Products”), you agree to comply with the terms set out below. If you don’t agree – no hard feelings – but you’ll need to refrain from using our services.

1. Who We Are

HatchHub is a UK-based, VAT registered business (Company registration number 17091551 VAT registration number 516772574 ) proudly supplying robust and reliable access hatches for ceilings, walls, and floors. All of our items are manufactured to high specifications and supplied either from stock or made to order. Our registered address is 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ, and our warehouse address is 100 Garratt Lane, London, SW18 4DJ.

2. Use of the Site

You’re welcome to browse, compare, and shop, but you agree to:
– Use the Site only for lawful purposes;
– Not introduce malware, phishing scams, or anything nasty;
– Not scrape or extract data without written permission;
– Not impersonate HatchHub or misuse our content.

We may suspend or terminate your access if you breach these rules. Common sense and mutual respect go a long way.

3. Intellectual Property

All photos, designs, graphics, descriptions, product names, and site content are owned by HatchHub or properly licensed. Copying, cloning, or reusing them without express permission is not allowed. Let’s keep it original.

 4. Orders & Contract Formation

When you place an order on our Site, you’re making an offer to purchase our Products. We’ll accept that offer and enter into a legally binding contract once we email you a confirmation of your order (immediately). Please note, we reserve the right to:
– Decline or cancel any order;
– Request further verification or information which will help us to fulfil your order.
– Amend or cancel orders due to pricing errors, stock issues, or delivery restrictions – you will be refunded in full to your original payment method.

 5. Prices & VAT

All prices shown include UK VAT, broken down into:

• Ex-VAT price;
• +VAT (20% UK Rate) ;
• Total price including VAT.

This is fully compliant with UK consumer protection law.  Prices can change at any time, but once your order is confirmed, your price is locked in.

6. Delivery

UK delivery charges are included unless otherwise stated, delivery usually takes 1-2 working days on all standard size model.  We use tracked delivery services including Royal Mail & UPS for our shipments.  Estimated delivery times are clearly shown on each product page. While we aim for fast, reliable delivery, we can’t be held liable for courier delays, strikes, customs holdups, or Acts of God (more on those below).  You can also collect your order from our warehouse if you have selected this option at checkout.  Please call us first to ensure your order is ready first.  If your delivery is significantly delayed, we’ll do our best to update you and find a resolution within 10 working days.

Damaged Deliveries
If your item arrives damaged, you must notify us immediately upon receipt and must not attempt to install or use the product. Use of a damaged item will be deemed acceptance of the goods in their delivered condition and may void your right to a replacement. Once reported, we will arrange return postage at our expense. A replacement will be dispatched as soon as the returned item has been inspected and the damage confirmed. This does not affect your statutory rights under the Consumer Rights Act 2015.

7. Returns, Cancellations & Exchanges

Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 calendar days of receiving the goods. To qualify:
– The item must be returned in its original, unused condition and packaging;
– Custom-size or made-to-order items are non-refundable unless faulty.  Please note that all of our APF-U, APF-S, E-BAKA, & E-BAR floor hatches are made to order as we do not stock these.

Damaged or Improper Returns
If the product is returned in non-original or damaged packaging, we will deduct a £25 re-stocking fee per item from your refund to cover reconditioning costs.  If the item is returned with marks of use, or is damaged by you due to improper handling or installation – we will refuse the refund.

Late Returns
Returns received after 14 days may be refused. If refused, the item will be sent back to you at your own shipping expense.

Exchanges
We accept exchanges within 30 days of receipt. All exchanges are final and cannot be refunded or exchanged again. Please choose wisely.

For our comprehensive Returns Policy please click HERE.

8. Product Use

HatchHub access hatches are designed for non-structural use in internal walls, ceilings, and floors. Unless it’s specifically stated otherwise, they’re not certified as fire-rated, soundproof, thermally insulated, airtight, load-bearing, or waterproof. They’re built for performance and clean finishes in standard builds — not for jobs that require formal certification or regulatory approvals.

Our floor hatches are tough, practical, and built to last — but they haven’t been tested for official load-bearing or waterproof performance, so always check if your job requires certified specs.

These hatches are a perfect fit for most residential and commercial environments where compliance documents aren’t part of the brief. Your installer or project lead should always confirm that the product is suitable for your particular setup.

All products must be installed by a competent person who understands building best practices (and yes, that excludes your cousin who once “did a loft”).

HatchHub takes no responsibility for use in regulated or controlled environments where certified products are required by law, spec, or the project clipboard warrior.

More on that HERE

Important Safety Information:
– Do not leave children unsupervised when the access door is open. It is a heavy structure with sharp metal protrusions, and carelessness in its handling can lead to serious injury or bodily harm. Be cautious and supervise appropriately.
– None of our access hatches or panels are designed to accommodate mirrors or glass panels. Any attempt to fit such materials may compromise safety and structural integrity.
– Any modification to our products, including alterations,  or fitting non-compatible components, will immediately void the warranty. HatchHub disclaims all responsibility for outcomes arising from such modifications.

-Some of our products are very heavy, please exercise caution when lifting, transporting and installing them.

The client is solely responsible for ensuring compliance with any applicable national or local installation standards, including but not limited to fire safety, load-bearing requirements, and insulation regulations. We cannot provide bespoke legal or regulatory guidance for installations or the use of our products.  We are always happy to provide advice for the best suitable product once we know your individual situation.

Improper installation or misuse of our Products may result in injury or property damage. We are not liable for any damage, loss, or injury caused by unsafe handling, misuse, or failure to comply with relevant regulations.

We are also not responsible for any direct or indirect losses, damages, penalties, or costs resulting from the receipt of access hatches or panels after your expected date. Do not schedule or begin any construction or installation work until you have received your delivery and confirmed that all items are correct and undamaged.

9. Warranty

All HatchHub products come with a limited warranty against manufacturing defects. For details, please see our Warranty Policy. This does not affect your statutory rights.

10. Limitation of Liability

We are not liable for:
– Loss of profit, revenue, or business;
– Indirect, incidental, or consequential damages;
– Misuse, incorrect installation, or unauthorised modification.

Our total liability under any contract is limited to the price paid for the Product in question.

Nothing in these Terms excludes or limits liability for:
– Death or personal injury due to negligence;
– Fraud or misrepresentation;
– Defective products under the Consumer Protection Act 1987;
– Your legal rights under the Consumer Rights Act 2015.

 11. Force Majeure (Things Outside Our Control)

We’re only human. If events beyond our control prevent us from fulfilling our obligations – such as natural disasters, wars, cyber attacks, strikes, pandemics, or delivery network failure – we are not liable for delays or failure to deliver.

If such an event lasts more than 30 working days, you have the right to cancel your order and receive a full refund.

12. Newsletter Subscription

By buying from us, you agree to receive the occasional email with useful info, offers, and announcements. Don’t worry – we hate spam too. You can unsubscribe anytime with one click.

13. Changes to These Terms

We may revise these Terms as needed to reflect business, legal, or regulatory changes. When we do, we’ll update the effective date above. Continued use of the Site means you accept the new Terms.

14. Governing Law & Jurisdiction

These Terms are governed by English law. Any disputes shall be resolved exclusively in the courts of England and Wales.

15. Contact Information

Got questions? Reach out to us:

Email: hi@hatchhub.co.uk
Phone: 02080505593
Website: https://www.hatchhub.co.uk