FAQ - Returns & Exchanges

U.S Returns & Exchanges

HATCH offers returns & exchanges on products shipped within the United States within 30 calendar days from when your order is placed. Merchandise clearly marked as final sale is not eligible for return. 

Please note: we are experiencing slight delays in the processing of returns due to longer than normal return transit timelines and return processing delays. We are working to process all returns as quickly as possible, and your patience is greatly appreciated. Once your item(s) are received and processed by our warehouse, you'll typically get your refund within 3-10 business days. 

Our site and stores are on two separate systems, therefore we are unable to accept online returns at our store locations.

Online Returns and Exchanges

• Please click here to start a return or exchange for orders placed directly on our site & shipping within the U.S.
• We are only able to process returns that have been included in your return request. If you have multiple requests recorded, we require each authorized return to be sent with its specific shipping label to allow for our system to process the return. 
• We charge a $10 return shipping fee on Happy Return Drop Offs, and a $15 return shipping fee for Mail-Back Returns shipped via UPS. We offer free exchanges for the same piece in a different size or color. 
• Once you initiate a return or exchange, please send the return back to us within 7 days of the return initiation. Your return is subject to cancellation if it is shipped outside of this window. 
• Final sale merchandise is not eligible for return or exchange.
• Please click here for information on Marketplace Returns.
  

Return Rules

Returning A Defective Item

• If you need to return an item with a manufacturing defect, we are happy to help. Please email our customer service team at help@hatchcollection.com and we will take care of you. 

When Can I Expect My Refund?

• Once a return is shipped or dropped off at a Happy Returns drop off location, it typically takes about one to two weeks to deliver to our warehouse. Once the return is marked as delivered, we do ask for up to 10 business days to process the return. We will send through an email confirmation once your return has been processed!

U.S. Return & Exchange Options:

• Return For A Refund: To initiate a return for a refund, please visit returnportal.hatchcollection.com. Proceed with the steps to return the desired item(s). We will issue the refund once we receive and process the return.
• Return For Merchandise Credit: To initiate a return for merchandise credit, please visit returnportal.hatchcollection.com. Proceed with the steps to return the desired item(s) and select "refund to gift card" when provided options to select a refund method. Our system will issue the gift card as soon as the return is initiated. 
• Exchange For The Same Item In A Different Size Or Color: To initiate an exchange for the same item in a different size or color, please visit returnportal.hatchcollection.com. Choose the item that you would like to exchange and follow the steps to exchange the item for an alternative size or color. We will send through the order confirmation for the exchange and the shipping confirmation once this ships.

Return Methods 

• Happy Returns:
  HATCH offers Happy Returns to provide you with an easy and paperless return experience. Simply initiate a return on our returns site and select 
  “Happy Returns” when prompted to “Choose A Return Method”. Select the desired drop off location (Your local UPS Store, Staples, Ulta Beauty, or Giant Eagle). Once your return is confirmed, Happy Returns will email you a QR Code. Simply visit the Drop Off location selected within 7 days of the return initiation, and bring the item(s) that you included in your return request. You do not need to bring a box or label to the Happy Returns Drop Off location. Please note, HATCH assumes liability for your return as soon as it is scanned into the carrier's system. We recommend requesting a scan receipt from the Drop Off location to ensure your return was passed off correctly. Your refund will be issued when the return is received and processed at our warehouse. Please note, we charge a $10 return fee on Happy Returns for a refund. Exchanges for the same piece in a different size or color are free of charge.
• Mailback Returns:
  HATCH offers mail-back returns through UPS so that you can ship your return back to us. Simply initiate a return on our returns site and select “Mail back via UPS” when prompted to “Choose A Return Method”. Our system will provide you with a return label that you can use to get the return back to us within 7 days of the return initiation. Please use the original packaging to ship your return back to us, and include a copy of the packing slip provided with your return label. Please note, HATCH assumes liability for your return as soon as it is scanned into the carrier's system. We recommend requesting a scan receipt from the carrier to ensure your return was passed off correctly. Your refund will be issued once the return is received and processed at our warehouse. Please note, we charge a $15 return fee on mail-back Returns for a refund. Exchanges for the same piece in a different size or color are free of charge. 

Gift Returns

Please click here to initiate a gift return. Enter the order number and follow the instructions to return the desired item(s). We ask that you ship the return back to us within 7 days of the return initiation. We will issue the refund in the form of a gift card once we receive and process the return.

The gift giver will not be notified of the return request.

Note: if you’re looking to return a Hatch Sleep Device, please know that we have no affiliation with them so please contact their support team here.