How does the 30 Day Money-Back Guarantee work?

How does the 30 Day Money-Back Guarantee work?

30 Day Money-Back Guarantee


  1. What is the Hatch 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!

  2. Is it available for every Hatch product?
    Yes, our guarantee applies to all our Hatch Embroidery products.

  3. 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.

  4. 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 3-5 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.

  5. I want a refund! How do I initiate the refund procedure?
    Simply complete the customer enquiry form at www.wilcom.com/en-us/hatch/support.aspx 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 “Other” 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.

    • Related Articles

    • How to reset back to default settings in Hatch Embroidery

      In order to reset back to default settings in Hatch Embroidery, you will do this through your Windows programs list. Make sure your Hatch Embroidery software is "NOT" open To do this in Windows 11: To see a list of your apps, select Start , then ...
    • What are the System Requirements for Hatch Embroidery Software?

      You can find a detailed list of the system requirements for Hatch Embroidery software here. Hatch Embroidery is developed for a Windows operating system. Many customers are using their Hatch Embroidery with Parallels on their MAC computer. Please ...
    • Will Hatch Embroidery run on a MAC computer?

      Will Hatch Embroidery run on a MAC computer? Hatch Embroidery software is developed for a Windows operating system. We do have a lot of customers that run Hatch Embroidery on their MAC computers when using Parallels and Windows for MAC Parallels is a ...
    • Hatch Embroidery Update/Upgrade Policy

      Hatch Embroidery offers the following update variations: 1. Updates within the same version number (identified with new letters) - FREE There may be several of these. They may be a combination of minor new features, a maintenance update, bug fixes, ...
    • How to remove the Green Box in the center of the work area

      How do I remove the green box that appears in my embroidery work area? STEPS: Click on the 'View' toolbar Click the small arrow alongside 'Show' Unselect the 'Work Area' or press the letter 'W" on your keyboard RESULT: The green box will be removed