Hatch Reviews, Complaints & Contacts

Contacts

PhoneEmailAddress

• Official websitehatch.co ↗

Customer service & general contact

• Customer support and recall line(888) 918-4614

Other contacts

• Recall requests[email protected]
• Rest adapter recall pagehatch.co/adapter-recall ↗

Locations

• Mailing address3790 El Camino Real, Unit #627 Palo Alto CA 94306

Is Hatch Legitimate?

BBB, Trustpilot

Legal name

Hatch Baby, Inc.

Business type

Consumer sleep-products company selling Hatch Rest and Restore sound machines and sleep clocks and the Hatch+ audio membership

Website

hatch.coSource: Hatch website, checked 2026-10-28

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

Rest 1st Generation Power Adapter Recall: What to Do

If you own a first-generation Hatch Rest, check the power adapter before anything else.

• Which adapters. Model number CYAP05 050100U. Hatch's recall page says the recalled adapters have "no date code under the Made in China print"; a 2nd generation adapter has a four-digit date code in that spot. Rest 2nd Generation machines are not part of the recall, according to the Consumer Product Safety Commission (CPSC).
• The hazard. The white plastic housing of the adapter can come off when it is pulled from the outlet, leaving the power prongs exposed (shock hazard).
• Steps the CPSC gives. Stop using the recalled adapter immediately. Unplug it, cut its cord, take a photo showing the model number, all the printing on the adapter and the cut cord, then upload the photo with your name and mailing address at www.hatch.co/adapterrecall to receive a free replacement power adapter.
• The device itself. Hatch's recall page says the recall covers only the adapter, not the sound machine, and that the Rest 1st generation device is safe to keep using once a replacement adapter is issued.
• Recall contacts. Hatch Baby's recall line 888-918-4614 (9 a.m. to 5 p.m. PT, Monday to Friday), email [email protected], or the "Recall" link at the bottom of hatch.co.
• If the replacement does not arrive or someone was hurt. Report it to the CPSC at SaferProducts.gov or on the CPSC hotline, 800-638-2772. A claim for personal bodily injury is excluded from the arbitration clause in Hatch's Terms of Service.

Returns, Trial and Warranty

Returns on hatch.co. The Hatch FAQ says you can "initiate a return or exchange on the Hatch website within 30 days of your ship date," for products bought directly from Hatch and, if possible, in the original packaging. Only Restore 3 and Hatch Go can be exchanged, and only for a different color of the same product. Section 8.6 of the Terms of Service says to start a refund return at shop.hatch.co/apps/returns, and adds that you carry the risk of loss or damage in return shipping, and that Hatch does not refund products damaged by misuse or accident or repeat refund requests on the same product. For a purchase from Amazon, Target, Best Buy or another store, follow that store's return rules.

Refurbished units. Hatch's refurbished page says renewed devices come with free returns and a 30-night risk-free guarantee.

Warranty. Under section 9.1 of the Terms, a one-year limited warranty against defects in materials and workmanship covers the original purchaser of a new or certified refurbished product bought from Hatch or an authorized reseller. The year runs from the date the device is registered in the Hatch app; for the non-connected Rest Go a proof of purchase with the date is required. Products from unauthorized resellers are not covered, and the warranty excludes normal wear, misuse, drops, water damage and use of a power cord not made by Hatch. In the United States, a claim must be opened with Hatch Customer Support at hatch.co/support within one year of purchase. Registration in the app usually happens after purchase, so the purchase date is the deadline to watch; keep the receipt.

Contact. Hatch's contact page lists (888) 918-4614 and a help-center message form.

Hatch+ Membership: Billing and Cancellation

What it costs. Hatch+ is the company's paid audio membership (alarms, meditations, sleep music, audiobooks and podcasts). A subscription is not needed to use a Hatch device. The membership page lists Hatch+ at $5.99 a month and says the first month is free; you activate it when you set up a Hatch Sleep Clock or Restore. The Hatch FAQ says the Sleep Clock comes with a free 30-day Hatch+ trial and that Hatch Baby includes three months of expert sleep support and premium content.

When billing starts. Section 8.2 of the Terms of Service (last updated August 4, 2026) says that when a free trial expires you "will be enrolled in and billed for a monthly or annual subscription unless you cancel before the free trial period ends." Under section 8.3 the plan then renews automatically each month or year until you or Hatch cancel it.

How to cancel.

• Bought through Hatch: log in at hatch.co/my-hatch or contact support at hatch.co/support. Section 8.3 says you must cancel "by the end of the last day of your subscription term" to avoid the next charge.
• Bought through the Apple App Store or Google Play: cancel in that store's subscription settings; the Terms say those subscriptions are managed only there.
• Cancellation takes effect at the end of the current month or year, and you keep access until then. To the extent the law allows, section 8.3 says you get no refund of fees already paid and no prorated refund.

If you were charged after cancelling. First check the dates. Under section 8.3 a cancellation takes effect only at the end of the term already paid for, so a renewal charge made before you cancelled is not refunded under the Terms. A charge for a new term after you cancelled in time is a billing error.

• Write to Hatch support at hatch.co/support and attach the cancellation confirmation email or screenshot, the date you cancelled, the date and amount of the charge, and the email address on your Hatch account.
• If Hatch does not fix it, dispute the charge with your card issuer. Under the Fair Credit Billing Act a written billing-error dispute must reach the issuer within 60 days after the statement showing the charge was sent. A debit card falls under a different law, the Electronic Fund Transfer Act: tell your bank within 60 days after the statement showing the charge was sent.
• For a subscription bought through Apple or Google, request the refund from that store; Hatch cannot manage those subscriptions.
• File a complaint with your state attorney general (in California, at oag.ca.gov) and report the problem to the FTC at ReportFraud.ftc.gov.

CPSC Recall 24-291 (July 2024)

On July 3, 2024 the U.S. Consumer Product Safety Commission (CPSC) announced that Hatch Baby, Inc. was voluntarily recalling the AC power adapters sold with some Rest 1st Generation sound machines (recall number 24-291). The recall was issued together with Health Canada. The CPSC lists the importer as Hatch Baby Inc. of Palo Alto, California, and the country of manufacture as China; the adapters carry the printed name Jiangsu Chenyang Electron Co. LTD. Hatch says it no longer sources adapters from that maker.

Consumer Class Actions Over the Adapter

Court records

Two consumers filed three proposed class actions over the recalled Rest 1st Generation adapter in 2024. All three cases are closed: each ended in a dismissal without prejudice, with no class certified, no settlement shown on the docket and no court ruling on whether the claims were true. The claims remain allegations.

Court & Public Records

What Hatch Makes

Hatch is a sleep-products company based in Palo Alto, California. Its first product was the Hatch Rest sound machine and night light for children; the company says the Rest has helped more than half a million families. The current line on hatch.co includes the Hatch Sleep Clock and Restore 3 bedside clocks for adults, Hatch Baby for babies and children, and the portable Hatch Go. The Terms of Service also name the Rest, Rest+, Rest Go and Grow. Most devices connect to Wi-Fi and are controlled through the Hatch Sleep app; Hatch+ is an optional paid audio membership.

Hatch sells on hatch.co, which ships to the United States and Canada, and through retailers including Amazon, Target, Best Buy, Kohl's and Macy's. Where you bought the device matters: returns through Hatch apply only to hatch.co orders. The legal entity is Hatch Baby, Inc.; the company now presents itself as Hatch (formerly Hatch Baby). It was co-founded by Ann Crady Weiss, its CEO, and Dave Weiss.

Frequently Asked Questions