Refund policy

At Hatchill, we want our customers to be completely satisfied with their purchases. That's why we offer a 14-day refund and exchange policy to give our customers the opportunity to return or exchange their purchases if they are not satisfied.

To be eligible for a refund or exchange, the item(s) must be in its original condition – unworn, unwashed, and with all tags still attached. If the item(s) do not meet these requirements, we reserve the right to refuse a refund or exchange.

Please note that we do not offer cash refunds. If you request a refund, it will be issued in the form of a bank transfer or mobile wallet transfer.

Visit your account to use the self-serve customer portal to request a return 

Click here

 

Payment methods Refund methods Refund timeline Cash Store credit, e-wallets, or Bank transfer Store Credit: It takes 1-2 working days (after inspecting and approving the returned products) E-Wallets: Transfer takes 2-3 working days (after inspecting and approving the returned products) Bank transfer: The transfer takes 2-3 working days (after inspecting and approving the returned products), It may take up to 14 working days to reflect in your bank account, depending on your bank according to CPA and Central Bank of Egypt regulations, but usually within 72 working hours. Pre-Paid (Credit cards, E-Wallets, Souhoola, ValU) Refunded directly to the payment method, or Store Credit The period varies according to the payment method )after inspecting and approving the returned products( Please note that the refund amount may be affected based on your account criteria with Souhoola, valU,..) It may take 14 working days to reflect in your account.

 

 

FOOTWEAR

Kindly ensure that you return all items, including the dust bag and box, when returning the footwear. The shoebox is an integral part of the product and must be kept intact by placing it in our packaging. Failure to do so will result in the return not being accepted. If you are still undecided about keeping your new shoes, we recommend trying them on while standing on a carpeted surface to protect the soles. We apologize, but returns with soiled soles will not be accepted.

CLOTHING

Exercise caution while trying on garments, as all products must be returned in a new, unused, and undamaged condition. If you are trying on delicate fabric, please remove any accessories or jewelry to prevent any potential damage.

BAGS

Please handle dark items of clothing with care, as they can potentially transfer dye onto light-colored bags. Kindly return all original packaging that was included with the bag.

To request a refund or exchange, please contact us at support@hatchill.com with your order number and the reason for your request. Our customer service team will review your request and provide further instructions. Please note that we charge a fee of 100 L.E. for all refund and exchange requests to cover the cost of shipping the item(s) back to our warehouse.

The refund process takes 10 business days to complete after the item(s) have been received and reviewed at our warehouse. We appreciate your patience and understanding during this time.

We appreciate your business and strive to provide the best possible shopping experience. If you have any questions or concerns, please don't hesitate to reach out to us at support@hatchill.com.