Complaints & Dispute Resolution

Last updated: May 14, 2025

At Leaf & Latch, we believe in growth through communication. We’re committed to resolving any issues fairly, kindly, and as quickly as possible—without unnecessary drama (this isn’t a reality TV jungle, after all).

This policy explains how we handle customer concerns, feedback, or disputes in a way that aligns with our values and your rights.

If You Have a Complaint

Whether it's about a product, service, delay, or anything in between, here’s what to do:

  1. Email us directly at leafandlatch.studio@gmail.com
  2. Include your order number (if applicable) and a brief, clear description of the issue
  3. Attach relevant screenshots or photos if it helps us better understand the situation

We aim to respond to all inquiries within 1–2 business days.

Our Resolution Process

Once we receive your message:

  • We’ll confirm receipt and begin reviewing your concern
  • If it’s related to an order or download issue, we’ll work with you to either resolve, replace, or refund (based on our Return & Refund Policy)
  • For communication or experience-related concerns, we’ll take your feedback seriously and use it to improve
  • We may request additional information if needed to fully resolve your case

We promise to treat all customers with respect and expect the same in return.

Unresolved Disputes

In the rare case that we can’t resolve your issue through direct communication:

  • U.S.-based customers may contact a local consumer protection agency for further support
  • For purchases made through Shopify or a connected platform (e.g., PayPal), you may file a claim directly through that service for mediation
  • Disputes regarding intellectual property violations will be addressed through DMCA takedown protocols or legal channels as necessary

What We Don’t Tolerate

We’re open to honest, even critical feedback—but we do not tolerate:

  • Threats or abusive language
  • Repeated chargebacks without communication
  • Public defamation when resolution channels were ignored
  • Use of dispute processes to bypass valid policies (e.g., refunding digital products after download)

We reserve the right to deny service, refunds, or communication to individuals who misuse the complaint process or violate our community guidelines.

A Note from Our Founder

We’re real people behind this leafy brand. If something’s wrong, we truly want to make it right. All we ask is that you give us a chance to do so—kindly, clearly, and in the spirit of community.

We’re Here to Help—Then Get You Back to the Fun

If your questions are still leafing around in your head, we’ve got you. Our inbox is always open, and we’re happy to help with anything from refunds to planner picks.

But if everything’s clear and you’re feeling ready—let’s get you back to where the real magic grows: digital planners, juicy stickers, and plant-powered joy.

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