Chargeback & Fraud Policy
At Le Patron Collection, we take payment security and fraudulent activity seriously. This policy outlines how we handle chargebacks, fraudulent transactions, and payment disputes to protect both our customers and our business.
Chargebacks
A chargeback occurs when a customer disputes a transaction directly with their bank, card issuer, or payment provider rather than contacting Le Patron Collection first.
We encourage customers to contact us before initiating a chargeback so that we have the opportunity to investigate and resolve any issue.
Where a chargeback is submitted, we reserve the right to provide relevant transaction and order information to the payment provider or financial institution as part of the dispute process. This may include:
- Order details and order history
- Payment and transaction information
- Shipping and delivery information
- Tracking information and delivery confirmation
- Customer communications relating to the order
- Proof of fulfilment or dispatch
- Any other information reasonably required to respond to the dispute
Fraudulent or Unauthorised Claims
If a customer claims that a transaction was unauthorised, fraudulent, or that they did not receive an order, Le Patron Collection will investigate the claim using the information available to us.
Where appropriate, we may provide evidence to the relevant payment provider, card issuer, bank, or other authorised party.
Submitting a false or misleading chargeback claim may be considered fraudulent activity. We reserve the right to take appropriate action where we reasonably believe a chargeback or payment dispute has been submitted dishonestly.
Orders Under Investigation
If an order or payment is identified as potentially fraudulent, suspicious, or subject to a payment dispute, Le Patron Collection reserves the right to:
- Delay processing or dispatch while the transaction is reviewed
- Request additional information to verify the order
- Cancel the order where necessary
- Refund the payment where appropriate
- Restrict or refuse future orders where there are reasonable grounds to suspect fraudulent activity
Any refund will be issued in accordance with our applicable refund policy and the requirements of the relevant payment provider.
Delivery & Non-Receipt Claims
Customers should contact Le Patron Collection as soon as possible if they believe their order has not arrived.
Where tracking confirms that an order was delivered to the address provided at checkout, we may provide the relevant delivery evidence to the payment provider or investigate the matter further before accepting a claim of non-receipt.
Customers are responsible for providing an accurate and secure delivery address when placing an order.
Le Patron Collection is not liable for lost, stolen, or missed packages.
Returns, Refunds & Chargebacks
Customers should follow our standard returns and refund process rather than initiating a chargeback for an issue that can be resolved directly with Le Patron Collection.
Initiating a chargeback does not automatically guarantee a refund.
Where a chargeback is received after a refund has already been issued, or where the same transaction is disputed through multiple channels, we reserve the right to provide evidence of the refund or previous resolution to the relevant payment provider.
Multiple or Abusive Disputes
We reserve the right to investigate accounts where there is a repeated pattern of:
- Unsubstantiated chargebacks
- False claims of non-delivery
- False claims of unauthorised transactions
- Repeated refund disputes
- Abuse of our returns or refund process
Where appropriate, we may restrict access to our services or decline future orders.
Cooperation With Payment Providers
Le Patron Collection will cooperate with payment processors, banks, card networks, and other authorised financial institutions when investigating suspected fraud or payment disputes.
We will submit relevant evidence within the applicable dispute timeframe. Once a chargeback has been formally submitted, the final decision may be made by the relevant bank, card issuer, payment processor, or other authorised financial institution.
Fraud Prevention
To help protect our customers and our business, orders may be subject to automated or manual security checks.
We may use information associated with an order, including billing, delivery, payment, and transaction information, to identify potentially fraudulent activity.
Orders that cannot be reasonably verified may be cancelled or refunded.
Contact Us Before Initiating a Chargeback
If you have an issue with your order, payment, delivery, or refund, please contact Le Patron Collection before raising a chargeback. We will make reasonable efforts to investigate and resolve the issue as quickly as possible.
A chargeback should not be used as an alternative to our returns, refund, or customer support process where the issue can be resolved directly with us.
For questions regarding chargebacks, payments, or suspected fraudulent activity, please contact our customer service team.
By completing checkout, customers acknowledge and accept this chargeback and fraud prevention policy in full.