Refund and Returns Policy
Last updated: 6 May, 2026
This Refund and Returns Policy explains how returns, cancellations, exchanges, and refunds are handled for purchases made through https://paperfocusco.com/.
The website is owned and operated by PAPER FOCUSCO LTD, a company registered in the United Kingdom under company registration number 17173581, with its registered office at 12 Hammersmith Grove, London, United Kingdom, W6 7AP.
1. General Policy
PaperFocusCo sells office supplies, stationery, paper goods, writing tools, cartridges, notebooks, rulers, desk accessories, and related physical products.
We handle refunds and returns in accordance with applicable UK consumer law, this Policy, our Terms & Conditions, and any specific return instructions provided by us.
For most online purchases of goods, UK consumers have the right to cancel within 14 days after delivery without giving a reason. Refunds must generally be issued within 14 days after the seller receives the returned goods or receives evidence that the goods have been sent back.
2. Right to Cancel
If you are a consumer purchasing online, you may cancel your order within 14 days from the day after you receive the goods.
If your order is delivered in several parcels or separate parts, the 14-day cancellation period starts from the day after you receive the final parcel or final part of the order.
You do not need to give a reason for cancelling, but you must inform us clearly that you wish to cancel.
To request cancellation, contact us at:
Please include:
- your full name;
- your order number;
- the email address used for the order;
- the product or products you wish to return;
- a clear statement that you wish to cancel or return the order.
3. Returns After Cancellation
After notifying us that you wish to cancel, you must return the products within 14 days.
Returned products should be sent back unused, complete, undamaged, and in their original packaging where reasonably possible.
You may inspect the products as you would in a physical shop, but you must not use them beyond what is necessary to check their nature, characteristics, and functioning.
If products are returned used, damaged, incomplete, missing parts, or reduced in value because of handling beyond what is necessary to inspect them, we may make a deduction from your refund where permitted by law.
4. How to Return a Product
To request a return, you must contact us by email at [email protected] before sending any product back.
Your return request must include:
- your full name;
- your order number;
- the email address used for the order;
- the product you wish to return;
- the reason for the return;
- photographs of the product and packaging, where relevant, especially if the product is damaged, faulty, incorrect, or incomplete.
After receiving your request, we will review the information provided and send you return instructions if the return is eligible. These instructions may include the return address, packaging requirements, and any other steps needed to complete the return.
Please do not send products back without receiving return instructions from us first. Unauthorised returns may be refused or delayed.
Once return instructions are provided, you must package the product securely and send it to the return address confirmed by us.
You should keep proof of postage, courier receipt, or tracking confirmation until the return has been completed and any approved refund has been processed.
5. Return Shipping Costs
Unless the product is faulty, damaged on arrival, incorrect, or otherwise required by law, you are responsible for the cost of returning products to us.
If a product is confirmed to be faulty, damaged on arrival, or incorrectly supplied, we will provide an appropriate solution in accordance with applicable law. This may include reimbursement of reasonable return shipping costs where required.
We are not responsible for return parcels that are lost, delayed, damaged, or sent to the wrong address due to customer error. For this reason, we recommend using a tracked or recorded return service.
6. Products That Cannot Be Returned
Some products may be refused for return where permitted by law, especially if they are no longer suitable for resale due to customer handling or hygiene, safety, compatibility, or condition reasons.
Returns may be refused or reduced where products are:
- used beyond reasonable inspection;
- damaged after delivery;
- missing parts, accessories, packaging, manuals, or included items;
- opened and depleted consumables, such as inks, cartridges, refills, adhesives, markers, or similar products;
- altered, personalised, customised, or specially ordered for the customer;
- mixed with other products in a way that makes separation impossible;
- returned outside the permitted return period;
- returned without proof of purchase;
- sent without following our return instructions.
This does not affect your statutory rights if a product is faulty, not as described, or not fit for purpose.
7. Faulty, Damaged, or Incorrect Products
If you receive a product that is faulty, damaged, incorrect, incomplete, or not as described, please contact us as soon as possible at:
Please include:
- your order number;
- your full name;
- the email address used for the order;
- a clear description of the issue;
- photographs of the product, packaging, parcel label, and any visible damage where relevant.
We may ask for additional information or request that the product is returned for inspection.
If the product is confirmed to be faulty, damaged on arrival, incorrect, or not as described, we may offer a refund, replacement, repair, or another appropriate remedy in accordance with applicable law.
Under UK consumer law, consumers may have a short-term right to reject faulty goods within 30 days, and refunds under the Consumer Rights Act must be given without undue delay and within the statutory timeframe once agreed.
8. Office Supplies and Compatibility Responsibility
Because PaperFocusCo sells office supplies, customers are responsible for checking product details before purchase.
For printer cartridges, refills, paper, labels, folders, binders, rulers, writing tools, and other stationery or office items, you must check that the product is suitable for your intended use before placing an order.
This includes checking size, dimensions, pack quantity, colour, material, compatibility, cartridge model, printer model, paper type, paper size, paper weight, ink type, and any product-specific details shown on the product page.
A product will not normally be treated as faulty simply because it is unsuitable for your needs where the product was correctly described and supplied as ordered.
9. Refund Processing Time
Once your return is received and inspected, or once we receive valid proof that the returned products have been sent back, we will review the refund request.
If the refund is approved, we will issue the refund within 14 days. Refunds are normally made to the original payment method used for the order, unless another method is agreed by us or required by law.
After we issue the refund, the time it takes for the funds to appear in your account may depend on the third-party payment provider, card issuer, bank, currency, or financial institution involved.
PaperFocusCo is not responsible for delays caused by banks, card issuers, payment providers, currency conversion processes, or other financial institutions after the refund has been issued by us.
10. Refund Amount
Where a return is accepted, the refund may include the price paid for the returned product.
If you cancel the full order within the legal cancellation period, the refund may also include the standard outbound delivery charge where required by law. If you selected a more expensive delivery option than the cheapest standard delivery option available, we are only required to refund the cost of standard delivery.
Return shipping costs are the customer’s responsibility unless the product is faulty, incorrect, damaged on arrival, or unless otherwise required by law.
We may reduce the refund where products are returned used, damaged, incomplete, missing packaging or parts, or reduced in value due to handling beyond what is necessary to inspect them.
11. Exchanges and Replacements
We may offer an exchange or replacement where a product is faulty, incorrect, damaged on arrival, or where we agree to exchange an item as a goodwill measure.
Exchanges and replacements are subject to product availability.
If a replacement product is unavailable, we may offer a refund or an alternative product where appropriate.
12. Order Cancellation Before Dispatch
If you wish to cancel an order before it has been dispatched, contact us as soon as possible at:
We will try to cancel the order before dispatch, but this may not always be possible if the order has already been processed, packed, or handed to the courier.
If the order has already been dispatched, you may need to wait until delivery and then follow the return process.
13. Refused or Failed Deliveries
If a parcel is refused, not collected, undeliverable, or returned to us because of incorrect customer information, failed delivery attempts, or customer refusal, we may deduct reasonable costs from any refund where permitted by law.
These costs may include original delivery costs, return shipping costs, courier fees, storage fees, or administrative costs.
This does not affect your statutory rights if the product is faulty, incorrect, or not as described.
14. Restricted Countries
We do not provide services, sell products, or process deliveries to restricted countries, regions, territories, persons, entities, or addresses where this would breach applicable law, sanctions, trade restrictions, courier rules, payment provider requirements, or our internal compliance procedures.
If an order is cancelled because the delivery destination is restricted or unsupported, we will process any refund due in accordance with applicable law and payment provider rules.
15. Payment Provider and Refund Method
All payments on the website are processed through a third-party payment provider. PaperFocusCo does not collect or store full payment card details.
Approved refunds are normally returned through the same third-party payment provider and to the original payment method used for the purchase.
Refund timing may vary depending on the payment provider, your bank, card issuer, currency, and financial institution.
PaperFocusCo is not responsible for delays caused by third-party payment systems, banks, card issuers, or currency conversion processes.
16. Contact Us
For returns, cancellations, refund requests, or questions about this Policy, please contact us:PAPER FOCUSCO LTD
Company Registration Number: 17173581
Registered Address: 12 Hammersmith Grove, London, United Kingdom, W6 7AP
Email: [email protected]