Dispute Resolution and Refund Policy

3 Hats Dispute Resolution Policy

Effective Date: 28 May 2025

Last Updated: 28 May 2025

1. Overview

At 3 Hats, we aim to create a fair and trustworthy marketplace for artists and buyers. This Dispute Resolution Policy outlines the process for resolving issues related to payments, missing or damaged artwork, and order disputes. By using our platform, all users agree to follow this policy.

2. Eligible Disputes

A dispute may be filed in the following cases:

• Non-Delivery: The buyer has not received the artwork within the expected timeframe.

• Damaged or Misrepresented Artwork: The received item is significantly different from the listing description or arrives damaged.

• Payment Disputes: A charge was made incorrectly, or a buyer/seller disputes a transaction.

• Unauthorized Transactions: Transactions made without the account holder’s consent.
  

3. How to File a Dispute

To initiate a dispute, the buyer or seller must submit a Dispute Form through our platform within 14 days of the expected delivery date or order completion. The form must include:

• Order ID and transaction details.

• Proof of purchase or payment.

• Relevant communication between the buyer and seller.

• Photos or videos (if applicable) showing damage or discrepancies.

• Tracking information (for delivery-related disputes).
  

4. Resolution Process

Once a dispute is filed, the following steps will be taken:

Step 1: Initial Review

• 3 Hats will review the provided evidence within 5 business days.

• If the dispute is incomplete or lacks sufficient evidence, additional documentation may be requested.

Step 2: Mediation

• 3 Hats will facilitate communication between the buyer and seller to encourage a resolution.

• Possible resolutions include:

  • Full refund

  • Replacement

  • Refund without requiring a return

  • Return required, with the artist paying return shipping

Step 3: Final Decision

• If mediation does not resolve the dispute, 3 Hats will issue a final decision based on the available evidence.

• Decisions made by 3 Hats are final and binding for both parties.

• In cases of fraud, policy violations, or repeated disputes, accounts may be flagged, suspended, or banned.

5. Timeframes for Disputes

• Non-Delivery Claims: Must be filed within 14 days of the expected delivery date.

• Damaged/Misrepresentation Claims: Must be filed within 7 days of receiving the artwork.

• Payment Disputes: Must be filed within 14 days of the transaction.

• Failure to file within these timeframes may result in automatic dispute closure.

6. Payment Hold & Refund Process

• Payments may be temporarily held in escrow until the buyer confirms receipt. Refunds (full or partial) will be processed based on the dispute outcome.

• If a refund is issued, the seller may be required to return funds or provide an alternative resolution.

7. Chargebacks & External Disputes

If a buyer files a chargeback through their bank or payment provider, 3 Hats will provide all dispute-related documentation. Users who frequently engage in chargebacks may face account suspension.

7.1 Chargeback Prevention Notice

Before filing a chargeback, buyers must contact 3 Hats Support and allow our team to mediate the issue. This ensures faster, fairer resolutions for both buyer and seller.

Filing a chargeback without prior contact may delay resolution and risk account suspension. Our records, including proof of delivery or download, will be provided to the payment processor if a chargeback occurs.

8. Contact Us

For questions regarding this policy or an ongoing dispute, contact support@3hats.io

Note: This Dispute Resolution Policy should be read in conjunction with the 3 Hats Terms & Conditions

3 Hats Refund Policy

Effective Date: 28 May 2025

Last Updated: 28 May 2025

1. Overview

At 3 Hats, we strive to ensure a positive experience for both buyers and sellers. This Refund Policy outlines the conditions under which refunds may be granted and the process for requesting one. By using our platform, all users agree to comply with this policy.

2. Eligibility for Refunds

3 Hats does not accept returns or refunds for change of mind, buyer’s remorse, or personal preference.

A refund may be requested under the following conditions:

• Non-Delivery: The buyer did not receive the purchased artwork within the expected timeframe.

• Damaged Artwork: The item arrived damaged due to shipping or improper packaging.

• Item Not as Described: The received artwork significantly differs from the listing description.

• Unauthorized Transactions: A purchase was made without the account holder’s consent.

Refunds are not granted for:

• Buyer’s remorse or change of mind.

• Minor colour variations due to screen differences.

• Digital downloads or commissioned artworks (unless the seller fails to deliver the agreed work).

3. How to Request a Refund

To initiate a refund request, the buyer must submit a Refund Request Form within 7 days of receiving (or expecting to receive) the artwork. The request must include:

• Order ID and transaction details.

• Reason for the refund request.

• Supporting evidence (e.g., photos of damaged artwork, tracking information, seller communication, etc.).

4. Refund Process

Step 1: Review & Verification

• 3 Hats will review the refund request within 5 business days.

• If additional evidence is required, the buyer will be notified.

Step 2: Seller Communication

• The seller will be given 5 days to respond to the refund request.

• The seller may offer a resolution such as a replacement, partial refund, or full refund.
  

Step 3: Final Decision

• If an agreement is not reached, 3 Hats will make a final decision based on the provided evidence.

• Approved refunds will be processed within 7 business days via the original payment method.

• If a refund is denied, the transaction will remain as is.

5. Returns (If Applicable)

• If a return is required, the artist is responsible for all return shipping costs in eligible dispute cases (damage, wrong item, or item not as described). Buyers will never pay return shipping fees.

• Buyers must provide a valid tracking number when returning an item. Refunds are issued only once tracking confirms delivery back to the artist unless 3 Hats determines a return is not required.
  If a return is required, the buyer must return the artwork in its original condition within 14 days

• A refund will only be issued after the returned item is received and verified.

• In some cases, such as low-value items, clear evidence of damage, or where the artist agrees, 3 Hats may approve a refund or replacement without requiring the item to be returned. In these circumstances the buyer may keep, donate, or discard the faulty item.
  
  

6. Chargebacks & External Refund Requests

If a buyer disputes a transaction through their bank or payment provider, 3 Hats will provide all relevant documentation. Users who frequently file chargebacks may face account suspension.

7. Contact Us

For refund-related inquiries, contact support@3hats.io

Note: This Refund Policy should be read in conjunction with the 3 Hats Terms & Conditions and Dispute Resolution Policy.


Best Practices for Shipping Artwork & Avoiding Disputes

To ensure a smooth transaction and protect yourself from disputes, follow these best practices when shipping artwork to buyers:

Use Secure Packaging – Protect your artwork with sturdy packaging, bubble wrap, and waterproof layers to prevent damage during transit.

Provide Tracking & Insurance – Always ship with a tracking number and consider adding insurance, especially for high-value pieces.

Take Photos Before Shipping – Capture clear images of the artwork and packaging as proof of its condition before mailing.

Match Your Listing Description – Make sure your artwork looks as described, including size, colours, and materials, to prevent buyer disputes.

Keep the Buyer Updated – Send a shipping confirmation with tracking details and estimated delivery time to build trust.

Save Your Receipts & Proof of Shipment – If a dispute arises, you’ll have documentation to support your case.

By following these steps, you can minimize the risk of lost, damaged, or disputed orders and ensure a positive experience on 3 Hats!