Refund policy

Returns and refunds

We want your first hatch to go well. If it does not, here is how we handle it.

Change of mind: 30 days

If you change your mind, you can return an unused Ovatek incubator within 30 days of delivery for a full refund of the product price. The unit must be unused, clean, and in its original packaging with all parts. You cover the return postage. Once we receive and check the unit, we refund your original payment method within 5 business days.

Faulty or damaged: our problem, not yours

If your incubator arrives damaged, or develops a fault within the 2-year warranty period, contact us first at support@ovatek.com.au with your order number, a description of the fault and a photo or short video. In most cases we send a replacement part (heater, fan, sensor, turning motor, power cord) from our Australian stock at no cost. If the unit cannot be repaired with a part, we replace it or refund it, your choice for a major failure.

Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.

What the warranty does not cover

• A failed hatch on its own. Hatching depends on egg fertility, egg handling and the room the incubator sits in. That is what Hatch Support is for: message us and we will go through your log with you.
• Damage from water inside the electronics, drops, or use outside 220–240 V.
• Normal wear on rollers and water tubes.

How to start a return

Email support@ovatek.com.au with your order number and the reason. We reply within one business day with the return address and, for warranty claims, a prepaid labe