Impostor footage. Not the brothers
Disputes and chargebacks
Talk to usbefore youcall the bank
If a charge from us is wrong, we want to fix it, and we can do it in days. Write to info@potatoandhash.com with your order number and a person answers within 2 business days. Going to your bank instead takes months and usually ends in the same place. Here is the whole of both routes, side by side.
Before you read on
The store is open.
This policy applies to every order placed through this site.
The same problem, twice
One email, or several months
Every row below is one situation handled two ways. On the left is what happens when you write to us. On the right is what happens when you skip that and ask your bank to reverse the charge. We would rather you read the comparison than take our word for it.
How long it takes
You write to us
A person replies within 2 business days. Once we have what we need from you, it is settled within 10 business days.
You go straight to your bank
A chargeback travels from your bank to the card network to our payment processor and back again. That takes weeks, and often months. None of it moves any faster than one email to us would have.
What you have to do
You write to us
Write one email with your order number in it. That is the whole process. We do the rest and tell you what is happening while we do it.
You go straight to your bank
You explain it to your bank. If we answer with evidence, you may be asked to explain it again. Then you wait for a decision that neither of us controls.
What you can actually get
You write to us
A refund, a replacement, the right size, a second parcel, or part of your money back. We can pick whichever one of those genuinely fixes it.
You go straight to your bank
One outcome, and it is the money or not the money. A bank cannot post you the hoodie you actually ordered.
What it means for next time
You write to us
Nothing at all. Telling us that something went wrong is never held against you, and it never will be. Ask for help as often as you need to.
You go straight to your bank
A chargeback raised without writing to us first means we will not take another order from that card. That is a decision about the behaviour and not about the person, it can be looked at again, and the section below sets out exactly where the line sits.
If somebody really has stolen your card
You write to us
Tell us as well, and anything that has not gone out gets cancelled. But do not wait for us, and do not write to us first.
You ring your bank, and you should
This is the one row where the bank comes first, and we mean it. Ring the number on the back of your card and report the card straight away. They can stop the card itself. We cannot. Nothing on this page asks you to delay that by an hour.
Real problems, and what we do
These are all worth disputing. Start with us.
Every one of these is a legitimate reason to want your money back, and five of the six are settled fastest by writing to info@potatoandhash.com and saying which one it is. The sixth is card fraud, it starts with your bank instead, and it is marked.
It never arrived.
Every parcel is tracked, so the first thing we do is read the tracking with you and chase the carrier if it has stopped moving. Once it is 20 days past the last estimated delivery date inside the country, or 40 days for an order that crossed a border, we treat it as lost and you choose a replacement or a refund. Those two windows belong to the carriers rather than to us. They will not accept a claim before then.
It arrived broken.
Tell us within 7 days of delivery and send a photo if you can. The photo is not a test you have to pass. It is what lets us claim from the carrier and put a replacement in the post at the same time, instead of one after the other.
This is not what I ordered.
Wrong size, wrong colour, or entirely the wrong thing: that one is ours. You get the right item or your money back, whichever you prefer, and you are not out of pocket for sending the wrong one home.
I have been charged twice.
Send us both charges as they appear on your statement, with the dates and the amounts. A genuine duplicate is refunded in full. We do not argue about this one.
I cancelled and was charged anyway.
Same answer. If you cancelled before the order left us and the money still came out of your account, it goes back. Tell us the date you cancelled and we will find it.
I did not make this purchase.
If somebody has used your card without your permission, that is fraud and your bank needs to know before we do. Ring the number on the back of the card and report it now. Your bank can stop the card, which protects everything else it can be used for, and we cannot do that from here.
Then tell us, so we can stop anything that has not gone out yet. Nothing in this policy asks you to contact us first in this one case, and nothing here counts a genuine fraud report against you.
Once a refund is agreed, we issue it within 5 business days and it lands back on the card you paid with. Your bank usually takes up to 10 business days after that to show it. The second wait is theirs and not ours, which is why it is written down separately rather than folded into one friendlier number.
The strict half
What we will not accept.
Almost nobody reading this page is the problem. This section is not about you. It is here so that the very small number of people it is about know precisely what happens.
Friendly fraud is a chargeback filed against a charge the cardholder recognises, for goods they received, without ever writing to the shop. It turns up in three usual shapes.
- Changing your mind after delivery and telling the bank the parcel never came.
- Saying you do not recognise a charge that carries our name, for an order that was delivered to your own address.
- Disputing a purchase that somebody in your household made with your card and with your knowledge.
What happens then
We defend it. Every dispute of this kind is answered in full, inside the deadline our payment processor sets, with the complete evidence set listed in the next section. We do not let one go by default because answering it is tedious.
We also stop selling to that person. A chargeback raised without writing to us first means we will not take another order from that card. It is set out here, in advance, rather than discovered at a checkout later.
It is a decision rather than a life sentence. If you think it has landed on you wrongly, say so and a person will look at it again.
Where the line actually sits
This is aimed at behaviour and not at people. A dispute raised in good faith after a real attempt to sort it out with us is not friendly fraud, is never treated as it, and never costs you a future order. If you wrote to us and we let you down, escalating is exactly what you should do and we will say so to your bank.
We would far rather refund you than win an argument. Ask first, and the answer is almost always yes.
If it does become a dispute
What we submit, and what we do not have
Defending a dispute is a paperwork exercise. These are the records that genuinely exist for an order, and they are the only things we can send.
- The order record. What was bought, when, at what price, and the email address it was placed with.
- The payment record and its authorisation. Held by our payment processor, who took the payment. Card numbers never reach this site, so we could not produce one even if a bank asked us to.
- Delivery confirmation and tracking. The carrier's own scan history for the parcel, including the delivery scan.
- The delivery address. Exactly as it was given to us at the checkout, which is the address the carrier was handed.
- The message history. Every email between you and us about that order, in full and without editing.
What we do not have
No IP address, no device identifier, no browsing history and no location, attached to an order or attachable to one. Plenty of merchants submit exactly those things. We cannot, and we are not going to imply that we can in order to win a case.
Being precise about that, because the flat version of it would not be true. Your IP address reaches our host on every request, the way it reaches every site you visit. It goes to Cloudflare when a form runs its bot check. If you agreed to be counted, Google Analytics sets a cookie that tells one browser from another and works out a rough country and city from the connection. We do not fingerprint devices and we hold none of that ourselves.
What matters here is that not one piece of it is joined to a purchase, so not one piece of it could be put in front of a bank even if we wanted to. All of it is set out on the privacy page, which lists what this site collects, who else sees it, and what is kept.
How long we keep it
540 days from the transaction. That is deliberately long. The card networks let a dispute be raised months after a purchase, and a dispute that has been answered can be brought back a second time after that.
Records deleted too early are records we cannot use to defend an order somebody paid for honestly, and that failure would land on the next customer rather than on us. After 540 days they go.
Deadlines
Time limits, in both directions
How long you have with us
60 days from the date of the charge to raise a problem with us directly. That is longer than the returns window on purpose, because a dispute is not always a return: a duplicate charge has nothing to send back.
How long you have with your bank
Longer, and it is not ours to set. The card networks give a cardholder months from the transaction or from the expected delivery date, and the exact deadline depends on the scheme and on the reason. Your bank will tell you which one applies to you.
Our window is a request, not a waiver
Nothing on this page removes a right you have under the card scheme rules or under consumer law, and it could not if it tried. A policy that claims to take away a statutory right is simply void. Our 60 days is us asking you to come to us early, because early is when a problem is cheap to fix. It is not a deadline after which you are stuck.
How long we take
A first reply within 2 business days, and a resolution within 10 business days once we have what we need from you. If we go past either of those, chase us. We would much rather be chased than charged back.
Custom videos and anything made to order
A custom video is filmed for one person. It cannot be resold, restocked or unmade, so it works differently and the difference is stated before you pay rather than after.
- Cancel at any point up to the moment filming starts and you get all of your money back.
- If we followed your brief and the file is unusable, you get one free reshoot. Tell us what is wrong with it and we will go again.
- Once the finished file has been delivered it is not refundable. Not liking the result is not the same as us getting it wrong, and there is nothing to send back.
There are no subscriptions
Nothing on this site bills you twice. There is no membership, no monthly plan, no automatic renewal, and no free trial that quietly turns into a charge. Every payment is a single payment for a single thing.
That is worth stating plainly, because an unrecognised recurring charge is the most common reason a card is disputed anywhere on the internet. It cannot be the reason here. If a repeating payment ever appears on your statement with our name beside it, it did not come from us and we want to hear about it the same day.
Not legal adviceThis page sets out what we do. It has not been reviewed by a lawyer. Consumer law and the card scheme rules both give buyers rights that a shop policy cannot reduce, and nothing here should be read as a claim that this site is certified, approved or compliant with any of them.
How to reach us
One address, and a person reads it.
Write to info@potatoandhash.com. Put as much of this in the first message as you can, and there is a good chance the first reply is also the last one.
- Your order number.
- The charge as it appears on your statement: the date and the amount.
- The email address you ordered with, if it is not the one you are writing from.
- What went wrong, in a sentence or two.
- A photo, if something arrived damaged or wrong.
Owner suppliedThe exact wording that will appear on a card statement, and the legal name of the business behind this shop. Neither has been set, so neither is printed here. Both belong on this page: the commonest reason anybody disputes a charge is that they did not recognise the name sitting next to it.
Our replies come from that same address. If you ever get a message about an order from anywhere else, it did not come from us.