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We hope you are happy with your purchase. If not, we will refund the price of goods returned within 30 days of the date of purchase provided they are in a saleable condition and accompanied by a valid receipt. Items returned without an accompanying receipt may be exchanged for goods to the value of the current selling price or credited to a gift card in a standalone store. For items returned accompanied by a gift receipt, the price will be refunded to a gift card in a standalone store.
Goods purchased in store, online on the Paperchase website or through the Click & Collect service can be exchanged or the price can be refunded as above within the 30 day period in any Paperchase store. Goods purchased online and paid via PayPal can be refunded in cash when returned to store. Please have a copy of your dispatch confirmation email; either printed or visible on mobile device, at hand when returning goods to a store as a point of reference. Unfortunately goods purchased in a Paperchase store or online cannot be returned to a concession. Please refer to the department stores exchange and refund policy for further details.
Alternatively, goods purchased online on the Paperchase website or through the Click & Collect service can be returned to our online fulfillment warehouse within 30 days of receipt / collection of the goods. Goods must be accompanied by a valid delivery dispatch note. Reference the 'Online Returns' section below for more details on how to return goods to our warehouse. Please allow up to 28 days for postal returns to be processed.
Unfortunately, we are unable to accept returns, or provide a refund, for personalised goods unless the product is faulty.
Due to hygiene reasons, we are unable to accept returns, or provide a refund, for opened and worn headphones unless the product is faulty.
Goods purchased on other websites (e.g. asos.com, amazon.co.uk) can only be returned to the website used in accordance with their terms and cannot be returned to Paperchase .
Your UK statutory rights are not affected by our returns policy. In particular, you have rights to return goods that are faulty (meaning not of satisfactory quality, not fit for purpose, or not as described) in accordance with the Consumer Rights Act 2015, where different time periods may in some circumstances apply.
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If you are not completely happy with your online purchase you can return it to us, within 30 days of receipt. Provided you comply with the terms below we will refund the price of the goods and the basic delivery charge.
If the product is faulty (meaning it is not of satisfactory quality, not fit for purpose, or not as described), again you can return it to us within 30 days (longer periods may in some circumstances apply under the Consumer Rights Act 2015), and we will refund the price paid, the basic delivery charge, and the cost of packaging and postage for returning the product (please see below) to your original method of payment.
Other than in the case of faulty products, we will only accept the return of unopened/ unused products.
Follow these steps to return your online purchase to our warehouse:
Please note that all Paperchase parcels for online orders no longer include a printed dispatch note. Customers will still receive their order dispatch email as normal; which will include a full listing of items shipped within their order. Please keep your dispatch email safe, as this will be helpful to fill the returns note below in case you would like to return your order.
1. Package your return. All individual items (other than those which are faulty) must be in a saleable condition and returned in their original protective packaging with the barcode(s) and/or tags intact, while the outer packaging can be of your choice (i.e. box, envelope, etc.). Please note, with the exception of faulty merchandise, we cannot accept the return of products that have been opened or used.
2. Include printed and completed return slip. Our returns slip will need to be printed, completed and included in your return package to enable us to process your return. Remember to include your order number and your details, the goods you are returning and the reason through the 'reason for return' code. The returns slip can be viewed, downloaded and printed here.
3. Attach return label. Use the purple returns address sticker provided to address your parcel (please note this is not a prepaid sticker). If you do not have a sticker, send your parcel to:
Paperchase Products Ltd.
C/O iForce Unit 4
Bangrave Road south
4. Post it! Please make sure you return items through a traceable service for your safety. The parcel is your responsibility until it reaches our warehouse, so we strongly recommend you obtain a proof of postage, as without this we will be unable to assist you further. Please note that you will be responsible for the costs of returning the items to us unless faulty.
When returning your purchase please allow 28 days from the day the parcel is posted for your refund to be processed or your replacement to be despatched. We will email you to let you know when your refund or your replacement order has been processed. Refunds will be processed within 7 days of receiving your parcel. It may take up to 7 days for the refund to show in your account.
Goods purchased on other websites (e.g. asos.com, amazon.co.uk) must be returned to the website they have been purchased from. They cannot be returned to the Paperchase website or a Paperchase store.
If you experience any difficulties with the online returns process please click here to get in touch. Your UK statutory rights are not affected by our returns policy.
Returns cannot be accepted on personalised products (identified by SKU starting with “P-“) unless the item is faulty. If a personalised item is faulty, our normal Returns policy applies and it can be returned within 30 days of receipt (longer periods may in some circumstances apply under the Consumer Rights Act 2015). We will refund the price paid and the basic delivery charge as well as the cost of packaging and postage for returning the product.
If you need to return a faulty personalised product, please just click here to contact our Customer Service Team and explain to them the fault.
If you are not happy with your purchase we will refund the price of goods returned within 30 days of the date of purchase provided they are in a saleable condition and accompanied by a valid receipt. Please allow up to 28 days for postal returns to be processed.
Premium pens purchased online on the Paperchase website can only be returned to the address below, within 30 days of receipt/collection of the goods. Goods must be accompanied by a printed returns slip - the returns slip can be viewed, downloaded and printed here. Please allow up to 28 days for postal returns to be processed.
The Pen Shop, 24 Newgate St., Morpeth, NE61 1BA
If you bought a pen or pencil on the Paperchase site and are unsure if it is a Premium pen, please check the Return tab in the product page. If you are still not sure of where to return it, please just click here to contact our Customer Service Team and they will be happy to help you.
If we have sent a product in error or it is faulty, we will refund the postage and packaging charges you have paid to receive and return that product, unless it was sent to you with other products which you are not returning.
In order for us to refund the postage and packaging charges you have paid, please ensure you enclose a copy of your receipt detailing the charges. Failure to do so means we will only refund you the value of the item/s we have received.
When a postal carrier returns an undeliverable package to us we issue a full refund (excluding delivery charges).
We are unable to re-send packages that are returned to us as undeliverable. If you would still like to purchase those products, you're welcome to place a new order. A package may be 'undeliverable' because the address provided was incorrect or, following a failed delivery attempt, it has not been collected from the local collection office and has subsequently been returned to sender.
Please note that alongside your rights above, by law, customers in the European Union also have the right to withdraw from the purchase of an item within fourteen working days of the day after the date the item is delivered.
To cancel your purchase within the fourteen-working-day cooling-off period, the above procedures should be followed. Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is faulty.
For more information on your right to withdraw from your purchase within the fourteen working day cooling-off period, visit the Department of Trade and Industry's website.
Unfortunately, we cannot provide refunds on eGift vouchers.
© 2018 Paperchase Products Ltd. All rights reserved.
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