This Order Dispute & Refund Process (“Policy”) applies exclusively todigital and physical merchandise sold through the Natty Hatty Merch Center.It governs how customers submit disputes, how Organizations and Suppliers handle them, and when Natty Hatty may intervene.

Natty Hatty does not manufacture, fulfill, or ship any merchandise.

Organizations and Suppliers are the sellers of record.

1. Customer Must Always Contact the Organization First

All disputes must begin directly between the Customer and the Organization.

Customers must contact the Organization for:

• Incorrect products

• Missing items

• Damaged items

• Poor quality

• Sizing issues

• Shipping delays or lost packages

• Pickup problems

• Digital merchandise issues

Natty Hatty does not evaluate disputes unless the Organization fails to respond.

2. Escalation to Natty Hatty (When Allowed)

If the Organization does not respond within 72 hours, customers may escalate to Natty Hatty by emailing:

Customers must include:

• Full name

• Order number

• Organization name

• Description of the issue

• Evidence (photos, videos, screenshots, proof of communication)

Natty Hatty will begin mediation only after verifying the Organization did not fulfill their obligations.

3. Evidence Requirements (Customer)

To ensure fair resolution, customers must provide:

• Clear photos

  (e.g., misprint, damaged item, wrong size, wrong color)

• Videos

  (if demonstrating defects or functionality issues)

• Screenshots

  (of communication with the Organization)

• Shipping documentation

  (if applicable)

• Any other relevant proof

  (broken seals, tracking issues, etc.)

Without evidence, Natty Hatty cannot mediate the dispute.

4. Investigation & Resolution Timeline

The standard timeline:

• Day 0–3: Customer attempts resolution with Organization

• Day 3: Escalation to Natty Hatty (if Organization is unresponsive)

• Day 3–7: Natty Hatty reviews evidence, contacts Organization, evaluates claim

• Day 7: Natty Hatty aims to deliver a preliminary resolution

• Day 7–14: Final decision and instructions to Organization

Most disputes are resolved within 1 week, with a strict maximum of 14 days.

5. When Natty Hatty Steps In

Natty Hatty intervenes only when:

• The Organization fails to respond

• The Organization refuses to honor their stated policy

• The defect or issue is clear and evidenced

• The Organization is repeatedly violating Merch Center requirements

• Fraud or misrepresentation is suspected

Natty Hatty does not intervene for:

• Buyer’s remorse

• Wrong size ordered by customer

• Normal wear and tear

• Issues caused by customer misuse

• Subjective dissatisfaction without evidence

6. Dispute Resolution Fee (Charged to Organizations)

If Natty Hatty must mediate an order due to:

• Lack of Organization response

• Poor behavior by the Organization

• Organization refusal to act

• Misrepresentation in listings

• Quality or fulfillment failures

• Organization violating policy

Natty Hatty will charge the Organization a:

$50 Dispute Resolution Fee (per dispute)

This fee compensates Natty Hatty for:

• Investigation

• Communication

• Evidence review

• Platform labor

• Compliance work

Natty Hatty may deduct this fee from Organization payouts or charge their payment method on file.

7. Supplier vs. Organization Responsibility

If the Organization fulfilled incorrectly →
Organization is responsible.

If the Supplier fulfilled incorrectly →
Supplier is responsible.

Natty Hatty may:

• Redirect liability to the correct party

• Charge the Organization or Supplier accordingly

• Freeze payouts until the dispute is resolved

Organizations remain responsible for Supplier errors unless the Supplier Agreement states otherwise.

8. Stripe Dispute & Chargeback Escalation

If a customer files a bank dispute instead of contacting the Organization:

Stripe will:

• Freeze the disputed amount

• Charge a dispute fee (typically $15)

• Require evidence from the Organization

Natty Hatty will also charge:

A matching fee equal to Stripe’s dispute fee
(e.g., if Stripe charges $15, Natty Hatty also charges $15)

This is in addition to:

• Any loss of platform fees

• Any administrative costs

• Additional fees Natty Hatty incurs as part of the dispute

All fees are passed directly to the Organization.

Natty Hatty may also:

• Suspend Merch Center access

• Hold payouts

• Require corrective action

Organizations are solely responsible for chargebacks stemming from:

• Defective products

• Poor fulfillment

• Shipping issues

• Incorrect or misleading listings

• Unlicensed designs

• Customer dissatisfaction due to Organization error

9. Refund Outcomes

Based on the investigation, Natty Hatty may recommend:

• ✔ Replacement item

• ✔ Reprint

• ✔ Partial refund

• ✔ Full refund

• ✔ No action (if Organization is not at fault)

The Organization must comply with the final determination.

Natty Hatty does not issue refunds directly to customers—Organizations must.

10. Fraud, Abuse, and Repeated Violations

Natty Hatty may take action if an Organization:

• Repeatedly ignores dispute requests

• Has excessive customer complaints

• Ships poor-quality or incorrect merchandise

• Provides misleading or false product listings

• Causes excessive chargebacks

• Violates fulfillment obligations

• Commits fraud or misrepresentation

Actions may include:

• Temporary suspension

• Permanent removal from Merch Center

• Payout holds

• Legal reporting

• Account termination

11. Liability Disclaimer

Natty Hatty is not responsible for:

• Shipping issues

• Lost or stolen packages

• Delayed production

• Quality defects

• Sizing or color issues

• Missing items

• Supplier mistakes

• Incorrect listings

• Digital product defects

• Fulfillment problems

All liability lies with the Organization and/or Supplier.

12. Contact

For customer dispute escalations:

For Organization or Supplier compliance issues: