Refund policy

HATCHWELL

Return, Refund & Exchange Policy

Effective Date: February 14, 2026  |  Last Updated: February 14, 2026

Thank you for purchasing from Hatchwell. We take pride in the quality of our dietary supplement products. Because our products are ingestible health supplements, we must enforce strict return and refund policies to protect the safety of all customers and to comply with applicable health and safety regulations. Please read this policy carefully before making a purchase. By placing an order, you acknowledge and agree to the terms outlined below.

1. Definitions

"Opened Product" means any product whose seal, shrink wrap, safety band, or packaging has been broken, tampered with, removed, or otherwise compromised in any way. Once a product is opened, it is considered used.

"Unopened Product" means any product that remains in its original, factory-sealed condition with all seals, shrink wraps, and safety bands fully intact and unbroken.

"Defective Product" means any product that arrives damaged, broken, leaking, with a compromised seal upon delivery, with incorrect labeling, with contamination, or with any other manufacturing defect that renders the product unfit for its intended use.

"Order Date" means the date on which the order was confirmed and payment was processed, as reflected in your order confirmation email.

"First Order" means the very first purchase made by a customer from Hatchwell, as determined by name, email address, shipping address, and/or payment method on file. Subsequent orders, repeat purchases, and subscription renewals are not considered a First Order.

2. 60-Day Money-Back Guarantee (First Order Only)

We are confident in the quality of Hatchwell Gentle Knee. That is why we offer a 60-Day Money-Back Guarantee on your first order.

If you are not satisfied with your results within 60 calendar days of your Order Date, you may request a full refund of the product purchase price (excluding original shipping costs) by contacting our customer service team at support@hatchwellco.com. To qualify for the 60-Day Money-Back Guarantee, all of the following conditions must be met:

1. First order only. This guarantee applies exclusively to your first purchase from Hatchwell. It does not apply to second orders, repeat purchases, bulk orders, or subscription renewals. One guarantee redemption per customer, per household, per payment method, and per shipping address.
2. One bottle maximum. The guarantee covers a maximum of one (1) bottle. If your first order included multiple bottles, only one (1) bottle is eligible for a refund under this guarantee. Additional bottles in the same order are subject to the standard return policy in Section 4.
3. Contact us first. You must contact our customer service team at support@hatchwellco.com within 60 calendar days of your Order Date to initiate the guarantee. Requests received after 60 days will not be honored.
4. Return the bottle. You must return the bottle (used, partially used, or empty) to our facility within 14 calendar days of receiving your Return Merchandise Authorization (RMA) number. The bottle is required for processing. Refunds will not be issued without the returned bottle.
5. Customer pays return shipping. The customer is responsible for the cost of return shipping. We recommend using a trackable shipping method, as we cannot process refunds for returned items we do not receive.
6. Original shipping is non-refundable. The refund applies to the product purchase price only. Original shipping and handling charges are non-refundable.

Abuse prevention: This guarantee is intended for genuine first-time customers trying our product in good faith. We reserve the right to deny guarantee claims if we detect patterns of abuse, including but not limited to: multiple accounts created by the same individual, repeated guarantee claims across different names or addresses linked to the same household or payment method, or any indication that the guarantee is being exploited for free product. We maintain records of all transactions, customer information, shipping addresses, payment methods, and IP addresses to identify and prevent abuse.

This 60-Day Money-Back Guarantee is the sole and exclusive guarantee offered by Hatchwell. No employee, representative, affiliate, or third party is authorized to offer, promise, or imply any guarantee beyond what is stated in this section. Any verbal or written promises made outside of this official policy are not binding.

3. No Returns on Opened Products (Beyond Guarantee)

Outside of the 60-Day Money-Back Guarantee described in Section 2, we DO NOT accept returns on any opened, used, or partially used products. This is a strict, non-negotiable policy.

Once a product has been opened, we cannot verify the condition, storage, or handling of the product. Reselling or redistributing an opened supplement would pose a potential health risk to future customers. For these reasons, all sales of opened products are considered final outside of the first-order guarantee.

This policy applies regardless of how much or how little of the product has been consumed. Whether one capsule or twenty-nine capsules have been taken, the product is considered used and is ineligible for return or refund outside of the terms of Section 2.

4. Returns on Unopened Products

Unopened products in their original, factory-sealed condition may be returned within 30 calendar days of the Order Date for a full refund, minus original shipping costs. To qualify for a return of an unopened product:

1. The product must be in its original, factory-sealed, unopened condition with all seals and safety bands intact.
2. The return request must be submitted within 30 calendar days of the Order Date by contacting our customer service team at support@hatchwellco.com.
3. A Return Merchandise Authorization (RMA) number must be obtained before shipping the product back. Returns sent without an RMA number will not be accepted.
4. The customer is responsible for all return shipping costs unless the return is due to an error on our part.
5. The product must be received at our facility within 14 calendar days of the RMA being issued. Returns received after this window will be refused and returned to the sender at the sender's expense.

5. Exchanges for Defective or Damaged Products

We stand behind the quality of our products. If you receive a product that is defective, damaged during shipping, leaking, or otherwise compromised, we will exchange it for a replacement at no additional cost. To qualify for a defective product exchange:

1. You must contact our customer service team within 7 calendar days of receiving the product.
2. You must provide photographic evidence of the damage or defect, including clear photos of the product, the packaging, the shipping label, and any visible damage to the outer box.
3. You must retain the original packaging and damaged product until the claim is resolved. Disposing of the product before the claim is reviewed may result in denial of the exchange.
4. Our team will review the evidence and, upon approval, issue a prepaid return shipping label (if required) and ship a replacement product to you at no charge.

Exchanges for defective products are limited to the same product only. We do not offer exchanges for different products, flavors, sizes, or formulations. If the same product is unavailable at the time of the exchange, we will issue a full refund instead.

6. Shipping Errors

If you receive the wrong product, the wrong quantity, or a product that does not match your order confirmation, please contact our customer service team at support@hatchwellco.com within 7 calendar days of receiving the shipment. Provide your order number, a description of the error, and photographs of the product(s) received. We will ship the correct product to you at no cost and provide a prepaid return label for the incorrect item. Failure to return the incorrect item within 14 calendar days of receiving the prepaid label may result in a charge for the replacement product.

7. Refund Processing

Approved refunds will be processed within 5 to 10 business days of receiving the returned product at our facility. Refunds will be credited to the original payment method used at the time of purchase. Please note:

• Original shipping charges are non-refundable unless the return is due to a defective product or a shipping error on our part.
• Depending on your financial institution, it may take an additional 5 to 10 business days for the refund to appear on your statement after we process it.
• We do not issue refunds via check, cash, wire transfer, cryptocurrency, or any method other than the original payment method.
• Partial refunds will not be issued for partially used products outside of the 60-Day Money-Back Guarantee described in Section 2.

8. Subscription Orders & Auto-Ship

If you are enrolled in a subscription or auto-ship program, you may cancel your subscription at any time before the next billing cycle. Cancellation requests must be submitted at least 48 hours before the next scheduled shipment date to prevent the next order from processing. Once a subscription order has been processed and shipped, it is subject to the same return and refund terms outlined in this policy.

Canceling a subscription does not entitle you to a refund on previously shipped orders. Each shipment is treated as a separate transaction and is subject to the terms in effect at the time of that transaction.

The 60-Day Money-Back Guarantee does not apply to subscription renewal orders. It applies only to the customer's very first order. All subsequent subscription shipments are subject to the standard return terms in Sections 3 and 4 of this policy.

9. Chargebacks & Payment Disputes

We strongly encourage customers to contact our customer service team at support@hatchwellco.com before initiating a chargeback or payment dispute with their bank or credit card company.

We are committed to resolving any issues quickly, fairly, and in good faith. In most cases, we can resolve your concern faster than a bank dispute process, which can take 60 to 90 days. We offer a generous 60-Day Money-Back Guarantee on first orders specifically so that customers have a clear, easy path to a refund if they are not satisfied.

If a chargeback or dispute is filed without first contacting us, we reserve the right to:

• Dispute the chargeback with the payment processor and provide all relevant transaction documentation, including proof of delivery, order confirmation, tracking information, signed delivery receipts, and communication records.
• Suspend or permanently close the customer's account.
• Decline all future orders from the customer, including orders placed under a different name or address associated with the same payment method, email, phone number, or IP address.
• Refer the matter to a collections agency if the chargeback is found to be fraudulent or unjustified.
• Report fraudulent chargebacks to the appropriate authorities and chargeback monitoring networks.

Filing a chargeback on an order where the product was received and consumed — or on an order that is otherwise ineligible for a refund under this policy — may be considered friendly fraud. We maintain detailed records of all orders, shipments, delivery confirmations, customer communications, IP addresses, and device information associated with each transaction and will present this evidence in any dispute.

By placing an order with Hatchwell, you acknowledge that you have read and agree to this Return, Refund & Exchange Policy and that you will contact us directly at support@hatchwellco.com before initiating any payment dispute.

10. Non-Refundable Items & Situations

The following are not eligible for returns, refunds, or exchanges under any circumstances:

• Any opened, used, or partially used product outside of the one-time 60-Day Money-Back Guarantee described in Section 2.
• Any unopened product returned after 30 calendar days from the Order Date.
• Any product returned without a valid Return Merchandise Authorization (RMA) number.
• Any product that has been stored improperly, tampered with, altered, or repackaged.
• Products purchased from unauthorized third-party sellers, resellers, marketplaces, or auction sites. We can only process returns and exchanges for products purchased directly from Hatchwell or our authorized retail partners.
• Promotional, free, sample, or complimentary products.
• Second or subsequent orders by a customer who has already redeemed the 60-Day Money-Back Guarantee.
• Claims that the product did not produce the desired results beyond the 60-day guarantee window. Individual results vary and are not guaranteed. Dietary supplements are not intended to diagnose, treat, cure, or prevent any disease.

11. Allergen Disclaimer & Assumption of Risk

Hatchwell Gentle Knee contains eggshell membrane and is therefore derived from eggs. Customers with known egg allergies should NOT purchase or consume this product. It is the customer's sole responsibility to review all product ingredients and allergen information prior to purchase and consumption.

Refunds or exchanges will not be issued for allergic reactions or adverse effects experienced by customers who failed to review the ingredient list and allergen warnings prior to use. By purchasing our products, you acknowledge that you have reviewed the ingredient list and confirm that you do not have any known allergies to the ingredients contained in the product.

12. Lost, Stolen, or Undelivered Packages

Once a package has been shipped and tracking shows it has been delivered to the address provided by the customer, Hatchwell is not responsible for packages that are lost, stolen, or claimed as undelivered. If tracking confirms delivery but you did not receive the package:

1. Check with household members, neighbors, and your building's mail room or front desk.
2. Contact the shipping carrier directly with the tracking number provided in your shipping confirmation email.
3. File a claim with the shipping carrier if you believe the package was lost or stolen.
4. Contact our customer service team at support@hatchwellco.com, and we will do our best to assist in the investigation. However, we cannot guarantee a replacement or refund for packages confirmed as delivered by the carrier.

It is the customer's responsibility to provide a correct and complete shipping address at the time of purchase. Hatchwell is not responsible for orders shipped to incorrect addresses provided by the customer. Re-shipments to corrected addresses will be at the customer's expense.

13. Order Cancellations

Orders may be canceled for a full refund if the cancellation request is received before the order has been shipped. Once an order has been shipped, it cannot be canceled and is subject to the return terms outlined in this policy. Please contact our customer service team at support@hatchwellco.com as soon as possible if you wish to cancel an order.

14. Limitation of Liability

Hatchwell's total liability for any claim arising from or related to a product purchase shall not exceed the purchase price of the product in question. In no event shall Hatchwell be liable for any indirect, incidental, consequential, special, or punitive damages, including but not limited to lost profits, lost revenue, or cost of substitute products.

Our dietary supplements are not intended to diagnose, treat, cure, or prevent any disease. Individual results may vary. These statements have not been evaluated by the Food and Drug Administration. Customers should consult their healthcare provider before beginning any new supplement regimen.

15. Governing Law & Dispute Resolution

This policy shall be governed by and construed in accordance with the laws of the state in which Hatchwell is incorporated, without regard to its conflict of law provisions. Any disputes arising from or relating to this policy or your purchase shall first be attempted to be resolved through direct communication with our customer service team. If a resolution cannot be reached, both parties agree to attempt mediation before pursuing any legal action.

You agree that any legal action or proceeding related to your purchase or this policy shall be brought exclusively in the courts located in the state in which Hatchwell is incorporated, and you consent to the personal jurisdiction of such courts.

16. Policy Modifications

Hatchwell reserves the right to modify, update, or revise this Return, Refund & Exchange Policy at any time without prior notice. The policy in effect at the time of your purchase will govern that transaction. We encourage customers to review this policy before each purchase. The most current version of this policy will always be available on our website.

17. How to Contact Us

If you have questions about this policy, need to request a return or exchange, wish to redeem the 60-Day Money-Back Guarantee, or wish to resolve a concern before initiating a payment dispute, please contact our customer service team:

Email: support@hatchwellco.com

Response Time: We aim to respond to all inquiries within 24 to 48 business hours.

By placing an order with Hatchwell, you confirm that you have read, understood, and agree to be bound by this Return, Refund & Exchange Policy in its entirety.