Return and refund policy

Our goal is to make your purchasing experience at Hatcat OÜ as positive as possible. If for any reason you are not completely satisfied with your purchase, we offer a transparent return and refund policy.

Please carefully read the conditions for returning goods of proper quality (within 14 days) and the procedure for goods of improper quality (warranty cases).

1. Order Cancellation

You can cancel your order and receive a refund, provided it has not yet been handed over to the logistics service (Nova Poshta) at our warehouse in Germany.

• To cancel your order, please contact our support team immediately at .
• If your order has already been shipped, it cannot be canceled. In this case, you will need to use the 14-day return procedure (see Section 2).

2. Right of Withdrawal (14-day Return)

In accordance with European Union (EU) consumer protection directives, you have the right to withdraw from the purchase (return goods of proper quality) within 14 calendar days from the moment you actually receive the goods.

Conditions for returning goods of proper quality:

To be eligible for a return, the product must meet the following criteria:

• The product must be returned unused, undamaged, in its original packaging, and in a resalable condition.
• The product must not have been installed or connected to an electrical system.
• The complete set of the product, all accessories, instructions, labels, and factory markings must be preserved.
• You must provide the original proof of purchase (receipt, invoice, or order number).

Logistics Costs and Risks for Returns (14 days):

Please note the following conditions, which are part of our fair pricing policy:

1. Return Shipping: The customer is responsible for the direct costs of returning the goods (payment for carrier services) to our warehouse.
2. Packaging and Risks: The customer bears full responsibility for the proper and safe packaging of the goods to prevent damage during return transport. The risk of loss or damage to the goods during return transport remains with the Customer until the moment the goods are actually received and inspected by Hatcat OÜ.
3. Initial Shipping Costs: We provide free shipping on purchases. However, in the case of a return of goods of proper quality, you will be refunded the full cost of the goods minus the actual logistics costs that Hatcat OÜ incurred for the initial delivery of the order to you.

3. Return Procedure

To return a product, please follow this procedure:

1. Contact Us: Email to initiate a return. Please include your order number and the reason for the return.
2. Receive Instructions: Our support team will provide you with the warehouse address for the return and, if necessary, a Return Authorization number.
3. Pack the Product Securely: Ensure the product is securely packaged (preferably in an additional outer box) to avoid damage during transport.
4. Ship the Product: Send the product to the specified address using the Nova Poshta carrier service.

4. Refund Procedure

1. Inspection: Upon receiving your return, our warehouse will conduct an inspection of the product to ensure it meets the conditions specified in Section 2.
2. Notification: We will notify you by email of the approval or rejection of your refund request.
3. Processing the Refund: If approved, the refund (minus the initial shipping costs, as noted above) will be processed within 5-10 business days and automatically applied to your original method of payment.
4. Rejection: If the product arrives damaged, with signs of use, incomplete, or not in its original packaging, we reserve the right to refuse the refund or apply a partial refund (a restocking fee).
5. Please note: The receiving bank may charge an additional fee for crediting the funds upon their return (refund). Hatcat OÜ does not cover these costs.

5. Returns due to Defects (Warranty Cases)

If your device stops working properly during the warranty period, this return is governed by our Warranty Policy.

• In the case of a confirmed factory defect, Hatcat OÜ covers the costs of shipping the device to the service center and back to you.
• Please contact our support team to diagnose the problem and receive instructions for warranty service.

6. Damage During Delivery

Issues related to damage of the product during the initial delivery to you are governed by our Delivery Policy.

We remind you of the critical importance of inspecting the goods:
Please be sure to check the integrity of the packaging, the visual condition of the goods, and the completeness of the contents at the "Nova Poshta" branch in the presence of an employee. If you find any problems, you must draw up an Act of Discrepancy with the carrier.