Impostor footage. Not the brothers
Store policy
Sendingsomethingback
Hash takes a thing and keeps it, and he does not explain himself. You are entitled to better than that, so here is the whole policy: how long you have, what has to be true of the item, and when the money is back in your account.
Before you read on
The store is open.
This policy applies to every order placed through this site.
What is covered
What can come back, and what cannot
Can be returned
Most everyday merch. Tee shirts, hoodies, hats, mugs, stickers, tote bags, that sort of thing.
In roughly this condition
- Not worn, except to try it on.
- Not washed.
- Tags still attached.
- Back in its original packaging where there was one.
- No stains, no strong smells, no rips.
A little dog hair happens. Potato and Hash shed constantly and we are in no position to judge. Just give it a quick brush first.
Cannot be returned
- Anything personalised or made to order just for you.
- Digital items, once they have been sent to you.
- Custom video requests, which have rules of their own and are set out further down.
- Anything clearly marked as final sale at the moment you bought it.
Something made for one person cannot be sold to anybody else, which is why that line exists. It is said here, before a checkout, rather than discovered afterwards. None of it touches your rights when an item turns up faulty, damaged or not the thing you ordered: those come back whatever they are.
You have 30 days from delivery to tell us you want to return something.Once we have replied, the item needs to be in the post within 14 days. Both of those are ordinary calendar days rather than business days, and they are counted generously: the day you send the email is the day that counts, not the day we get round to reading it. Where the law where you live gives you longer than this, the law wins and we follow it.
Four steps
How a return works
One address, one human, no ticket number and no automated loop that asks you the same question three times.
Write to us within 30 days
Send an email to info@potatoandhash.com inside 30 days of the parcel being delivered. That is the only address for this, and a real person reads it. Please wait to hear back before you post anything: a package that arrives with no warning is very hard to match to an order.
Tell us four things
- Your order number.
- Which item or items you want to send back.
- A short reason. One line is plenty.
- Photos, if the item is damaged or is not what you ordered.
We reply with the address
You get instructions and the address to post to, and the item then has 14 days to be in the post. Use a service you can track if you possibly can, because until it reaches us the only proof either of us has that it is on its way is that number.
If the mistake was ours, you are never out of pocket for sending it back. A damaged item, the wrong item and an item that is simply faulty all travel at our expense, and we say the same on the shipping page.
If you have simply changed your mind, the return postage is yours. So is the postage you paid on the way out, which is not refunded on a change of mind return: the delivery happened, and somebody was paid to make it happen. We would rather say that here, before you buy, than surprise you with it in a refund that is smaller than you expected. It is the one genuinely strict line in this policy and it is strict in both directions: when the fault is ours you pay nothing at all, ever.
The refund goes back the way it came
Refunds return to the same card or payment method you used. We cannot send one to a different card, and we cannot send cash or a cheque. How long that takes, and which part of the wait is ours, is the next section.
The money part
Two waits, and only one of them is ours.
Payments are handled by Stripe, a company that specialises in taking payments online. Your card number goes to Stripe, not to us. This site never sees it and never stores it. To issue a refund we ask Stripe to send the money back along the path it came in.
Once the item is back with us and it matches what you told us, we issue the refund within 5 business days. Your bank then usually takes up to 10 business days to show it on your statement. That second wait belongs to the card network rather than to us, which is why it is written down separately instead of folded into one friendlier number. Nothing on this page asks you to count our days twice.
If you paid part of an order with a discount, a refund covers what you actually paid. If an item comes back in rough shape we may offer a partial refund rather than a full one, and if that happens we email you and explain it before doing anything at all.
If it is the charge itself that is wrong rather than the item, a duplicate payment or something you do not recognise, that is the chargeback policy. It starts at the same address and it answers faster than a bank can.
If your item is damaged or wrong
Sometimes a box gets crushed, or the wrong size ends up inside it. That is ours to sort out, not yours. Tell us within 7 days of delivery, send a photo or two if you can, and you choose a replacement of the same item or a refund, whichever suits you better.
For a damaged or wrong item we do not ask you to meet the normal return conditions. A broken mug does not need its tags on, and you do not pay postage in either direction. The shipping page has the rest of it, including what to photograph and when a parcel counts as lost.
A different set of rules
Custom videos are not covered by this page.
A custom video is filmed for one person. It cannot be resold, restocked or unmade, so it does not sit under the policy above and it never will. What it has instead is this, and the chargeback policy says the same.
- 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 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.
Custom videos are not open yet either. There is no price, no waiting list and nothing to pay, so not one of those lines has ever applied to anybody. They are written down now so they can be read before they matter.
Not legal adviceThis page sets out what we do. It has not been reviewed by a lawyer. Consumer law in many countries gives buyers rights a shop policy cannot take away, and nothing here should be read as a claim that this site is certified, approved or compliant with any of them.
We may still update this page as the shop settles in, and we will say so here when we do. The version you see here is the one that applies to an order placed today. We are not going to change a rule quietly and then argue about it later.
Talk to a person
If your situation does not fit, just write.
Write to info@potatoandhash.com. Our replies come from that same address, so if you ever get a message about an order from anywhere else, it did not come from us.