Return and Refund Policy

Hatch Group

Last Updated: Oct 2, 2025

At Hatch Group, we are committed to providing high-quality dental equipment and dental supplies. If you are not fully satisfied with your purchase, please review our return and refund guidelines below.

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1. Returns Eligibility

You may request a return if:

• The item was purchased directly from hatchgroup.ca

• The return request is made within 14 days of delivery

• The item is unused, unopened, and in original packaging

• The product is in resalable condition

Proof of purchase (order number or receipt) is required.

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2. Non-Returnable Items

Due to hygiene, safety, and regulatory standards, the following items are non-refundable and non-returnable:

• Opened dental supplies

• Sterile products once opened

• Custom or special-order equipment

• Clearance or final sale items

• Products damaged due to misuse

• Software, digital products, or downloadable items

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3. Damaged or Incorrect Items

If you receive:

• A damaged product

• A defective item

• An incorrect shipment

Please contact us within 48 hours of delivery at:

📧 [Insert Email Address]
📞 +1 416 524 5445

Include:

• Order number

• Photos of the product

• Description of the issue

We will review and arrange replacement or refund if approved.

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4. Equipment Returns (Large Dental Equipment)

For dental chairs, X-ray units, autoclaves, and other major equipment:

• Returns require prior written approval

• Restocking fees may apply (up to 20%)

• Return shipping and freight costs are the responsibility of the customer unless the product is defective

• Equipment must not be installed or used

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5. Refund Process

Once your return is received and inspected:

• You will be notified by email

• Approved refunds will be processed to the original payment method

• Processing time: 5–10 business days

Shipping charges are non-refundable unless the return is due to our error.

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6. Order Cancellations

Orders may be cancelled before shipment.
Once shipped, standard return policy applies.

Special orders cannot be cancelled once processing has started.

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7. Return Shipping

Customers are responsible for return shipping costs unless:

• The item is defective

• The wrong product was sent

We recommend using a trackable shipping service.

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8. Warranty

Certain equipment may be covered by manufacturer warranty.
Warranty terms vary by product and manufacturer.

Please contact us for warranty support.

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9. Contact Us

For any return or refund inquiries, please contact:

Hatch Group
📧 [Insert Support Email]
📞 +1 416 524 5445
🌐 https://hatchgroup.ca