Placeholder footage, not the brothers
Store policy
Sendingsomethingback
Potato and Hash have never returned a snack in their lives. People are different. If something you buy from us is ever not right, this is how we mean to fix it.
Before you read on
The store is not open.
Nothing on this site can be bought. No order has ever been taken and nothing has shipped. Everything below starts to apply on the day the store actually opens.
The plan, once there is a shop
What could come back, and what could not
Could 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.
Could not be returned
- Anything personalized or printed just for you.
- Anything clearly marked as final sale at the moment you bought it.
- Digital items, once they have been sent to you.
- Personalized video requests, which follow their own separate rules.
If an item comes back in rough shape, we may offer a partial refund rather than a full one. If that happens we will email you and explain before doing anything.
Owner suppliedThe return window, meaning how many days after delivery a customer may ask. This is the single most important number on the page and it is blank, because nobody has set it and a guessed window would be a promise. Consumer law in many places also sets a minimum that a shop cannot go below.
Four steps
How a return would work
One address, one human, no ticket number and no automated loop that asks you the same question three times.
Write to us first
Send an email to info@potatoandhash.com. 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. If the mistake was ours, you should never be out of pocket for sending it back.
Owner suppliedWhether the customer or the shop pays for return postage in the ordinary case. Left blank rather than guessed.
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.
The money part
We ask Stripe. Your bank decides when.
Payments would be handled by Stripe, a company that specializes 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.
After Stripe sends it, your bank decides how quickly it appears in your account. That part is genuinely out of our hands, so we are not going to print a number here and pretend we control it.
If you paid part of an order with a discount, a refund covers what you actually paid.
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. Email us with your order number and a photo or two, and you can choose a replacement of the same item or a refund, whichever suits you better.
For a damaged or wrong item we would not ask you to meet the normal return conditions. A broken mug does not need its tags on.
A different set of rules
Custom videos are not covered by this page.
Personalized video requests are planned and are not available. When they open, they will not sit under this policy, because a video made for one person cannot be resold or restocked. They will have terms of their own.
Not legal adviceThis page describes what we intend to 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 update this page as the store gets closer to opening, and again after it opens. The version you see here is the one that applies. 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.