Refund policy
Returns & Refunds Policy
The Paper & Petal Company
Your Rights
Under the Consumer Rights Act 2015, goods must be:
- as described
- fit for purpose
- of satisfactory quality
If an item you receive is faulty, damaged, or not as described, you are entitled to a repair, replacement, or refund.
If the fault is reported within 30 days of receiving the item, you have the legal right to reject the goods and receive a full refund.
14-Day Right to Cancel (Online Orders)
Customers purchasing online have the right to cancel their order.
- You have 14 days from the day you receive your item to notify us that you wish to cancel your order.
- Once you have informed us, you then have a further 14 days to return the item to us.
- Items must be returned unused and in their original condition.
- Once we receive the returned item, refunds will be issued within 14 days of receiving the returned goods (or proof they were returned).
- Refunds will be issued to the original payment method used at the time of purchase and only to the original buyer of the item
Return Postage
If you are returning an item because you have changed your mind, you will be responsible for the cost of returning the item.
If an item is faulty or damaged we will refund the cost of standard delivery and return postage.
Faulty or Damaged Items
If an item arrives faulty or damaged, please contact us as soon as possible with:
- Your order number
- Proof of purchase
- Photographic evidence of the fault or damage
This allows us to resolve the issue quickly and helps us improve our products and service.
Personalised or Custom Items
Items that are personalised or custom-made cannot be returned or refunded unless they are faulty, damaged, or not as described.
Conditions of Returns
- Items must be returned by the original purchaser.
- Proof of postage should be retained until the return is processed.
Contact Us
To arrange a return or report a fault, please contact:
The Paper & Petal Company