What is the Hatch Embroidery software 30-Day Money-Back Guarantee?

At Wilcom we are confident in the quality of Hatch Embroidery and the work we put into developing the best home embroidery software. If for any reason you are unhappy with the software or have technical issues that our expert support team cannot solve within 30 days of purchasing, we will give your money back!

Is it available for every Hatch Embroidery product?

Our guarantee applies to all our Hatch Embroidery software products provided they have been purchased directly from the Hatch Embroidery website (www.hatchembroidery.com). Our refund policy also applies to the first payment for software products purchased using Hatch Embroidery’s FlexPay payment option.

If you purchased Hatch Embroidery software from another reseller, you would need to contact them directly and abide by their own sales terms and conditions.

If you purchased EmbroideryConnect WiFi Device (Hatch Edition) and want to find out about the returns & refund policy, click here. - Please note that there is no 30-day money-back guarantee for this product.

What if I invoke the 30-Day Money-Back Guarantee and purchase the same item again?

We do not allow multiple refunds for purchases of the same level product. If you have been provided a refund and purchase the same product again, our Money-Back Guarantee will not apply to the later purchase.

How does it work?

If, within 30 days after purchasing your software, you experience any technical problems that prevent the software from running, contact our expert customer support team. They will do their best to swiftly resolve the issue and get you back up and running. If they cannot resolve the issue, we will refund your purchase.

If you are also unsatisfied with the quality of Hatch Embroidery, which we are confident to be unlikely, you can also request a refund on your purchase by submitting a request within 30 days of purchase.

When will I get my money back?

The time between us issuing the refund and the money returning to you can vary depending on your payment method.
- If you paid by Visa, MasterCard or AMEX it usually takes 7-10 working days for the banks to process the refund.
- If you paid via PayPal, the time needed to process your refund will vary depending on the kind of PayPal payment you selected (PayPal balance, through your bank account or linked credit/debit card). As soon as we issue the refund you will receive notification from PayPal with all the details.

Note: If the refund relates to the EmbroideryConnect WiFi USB Device (Hatch Edition), refunds will be processed once the returned device has been received and inspected along with any accessories, packaging and documentation.

I want a refund! How do I initiate the refund procedure?

Simply complete the customer enquiry form here and describe your problem as accurately as possible. We will get back to you shortly to try resolve the technical issues. If we cannot resolve it we will refund your order.

If you do not have a technical issue and simply want a refund, complete the same form, select “Enquiry and Assistance” from the problem type and make a request. We’d appreciate your thoughts on Hatch Embroidery and reason for wanting the refund so that we can improve the software in the future. Once received the team will process the refund.