Return and refund policy

Our goal is to make your shopping 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 review 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 may cancel your order and receive a refund provided it has not yet been handed over to the logistics service.

• To cancel an 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 (Return within 14 days)

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 of actual receipt of the goods by you.

Conditions for returning goods of proper quality:

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

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

Logistics costs and risks during return (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 (carrier fees) to our warehouse.
2. Packaging and Risks: The customer is fully responsible for 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 actual receipt and inspection of the goods by Hatcat OÜ.

3. Return Procedure

To return an item, please follow this procedure:

1. Contact Us: Email to initiate a return. Include your order number and the reason for the return.
2. Get Instructions: Our support team will provide you with the return warehouse address and, if necessary, a Return Merchandise Authorization (RMA) number.
3. Pack Securely: Ensure the item is securely packed (preferably in an additional outer box) to avoid damage during transport.
4. Ship the Item: Send the item to the specified address using a carrier service.

4. Refund Procedure

1. Inspection: Upon receipt of your return, our warehouse will inspect the item 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. Refund Processing: If approved, the refund (minus initial shipping costs as stated above) will be processed within 5-10 business days and automatically credited to your original method of payment.
4. Rejection: If the item arrives damaged, with signs of use, incomplete, or not in original packaging, we reserve the right to refuse the refund or apply a partial refund (restocking fee).
5. Please Note: The receiving bank may charge an additional fee for crediting funds upon their return (refund). Hatcat OÜ does not cover these costs.

5. Returns Due to Defect (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 warranty service instructions.

6. Damage During Delivery

Issues related to damage to goods during initial delivery to you are governed by our Delivery Policy.

Reminder of the critical importance of inspecting goods: Please be sure to check the integrity of the packaging, the visual condition of the goods, and the completeness in the presence of the transport company employee. If you discover any problems, a Non-compliance Act must be drawn up with the carrier.