Refund & Returns Policy

Return Policy

Unless noted below or in the product description, most products can be returned directly to Hatched Pet Supplies within 14 days from the date of invoice if all of the following requirements are met.

Items returned must first be issued a Return Merchandise Authorisation (RMA) number.
RMA numbers are valid for 15 days only.
Please allow 2-4 weeks to process refunds and credit your account.

To receive credit, all products must
1) be returned in their original packaging,
2) include all manuals, cables, warranty cards, etc.,
3) be clean, without scratches and resealed in a factory fresh condition.

All products must be returned double boxed, with no markings or writing on the original box. If a product shows signs that the entire product and packaging was removed from its original box, a refund may be denied resulting in shipment of the product back to the customer. Freight charges are not refundable. Customer is responsible for shipping costs on returned items. If the returned item meets all the above requirements, it will be accepted and a restocking fee will be applied depending on the sale value of the returned items.

General Inventory Restocking Fees

Approximately 30% of purchase price.
Any products that are not in “Factory Fresh” or “Like New” condition will be charged a restocking fee based on the condition of the equipment. Hatched Pet Supplies reserves the right to modify the restocking fee in accordance with the condition of the product in question. Condition of the equipment will be determined by Hatched Pet Supplies.

Any missing accessories or products returned with damages or damaged packing material may be charged an additional restocking fee. Additional fee will be determined based on what is missing or the damage done.

Freight charges

Freight charges for all returns are not refundable if the decision to return the item is without the fault of Hatched Pet Supplies. The customer is responsible for shipping costs of returned items. In the case that the customer does not receive the item they purchased at the mistake of Hatched Pet Supplies, their return freight costs may be refunded upon delivery of the return item.

DOA Policy

If a product arrives Dead On Arrival (DOA), contact us immediately. If live insects arrive DOA photos are required as evidence within 12 hours of their arrival to the customer. If evidence is provided outside of this window, Hatched Pet Supplies cannot be held liable. If sufficient evidence is provided and the order is deemed DOA by Hatched Pet Supplies, the items in question will be resend within 5-10 business days. Alternatively, store credit can be provided to customers in replacement of the items being resend.

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