Returns Policy
You may return most new, unopened items within 30 days of delivery for a full refund or a exchange, depending on the situation.
1. if the item was faulty or not in the condition as expected we will refund or replace the item.
2. if you change your mind, or purchased the wrong product eg wrong size/colour, we are happy to replace the item plus any price differences dependant on products being replaced. In this case return of items and shipping of correct item will be incurred by the buyer. There will also be a restocking fee of 10%.
3. if the item has been used and the product has diminished due to usual wear and tear, we cannot offer a refund or exchange.
Please Contact Us with your order number and details about the product, we are here to help and work towards a resolution.
Should a refund be agreed on, you can expect to receive your refund within the 10 business days of when the returned item is received by Paper Pen Sanpo. This time period includes the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
We dedicated to providing high quality products and providing exceptional customer service, please feel free to communicate if you are not satisfied with your order.
Shipping
We ship internationally and domestically in Australia. All national and international orders will be tracked. Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full gram.
If any items are delayed or seem to be missing please feel free to contact us and communicate your situation, however, there is no guarantee that we will be able to replace the lost item that was purchased. We however do want to look after our customers, so please reach out and let us know your concerns.