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 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.

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