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Refund and Returns Policy
Effective Date: April 23, 2026
Website: www.pinner-papers.com
1. Introduction
Welcome to PINNER PAPERS LIMITED (“we,” “our,” or “us”). This Refund and Returns Policy outlines the terms and conditions governing returns, refunds, and exchanges for products purchased through our e-commerce website, www.pinner-papers.com. Our goal is to ensure a fair, transparent, and customer-friendly process. Please note that “refund only” (i.e., refund without returning the product) is not permitted under any standard circumstances. All requests for a monetary refund necessitate the physical return of the item(s) in question to us, in accordance with the conditions set forth below.
By making a purchase on our Site, you agree to be bound by this policy. We encourage you to read it carefully.
2. Returns Eligibility & Timeframe
We accept returns under the following conditions:
- Return Window: You have 14 calendar days from the date of delivery to initiate a return request for most items.
- Condition of Item: The item must be returned in its original, unused, and undamaged condition, with all original tags, labels, packaging, and accessories intact. This includes items like our “Interactive Jigsaw Puzzle Silicone Coasters,” “Hand Hammered Copper Decorative Tray,” or “Premium Thick Cork Coasters.”
- Proof of Purchase: A valid order number or receipt is required.
Non-Returnable Items:
For hygiene and safety reasons, the following items are final sale and cannot be returned unless they are defective upon arrival:
- Personalized or custom-made products.
- Products that have been used, assembled, or damaged after delivery.
- Items not in their original packaging.
3. The Returns Process (Step-by-Step)
To initiate a return, please follow these steps:
- Contact Us: Within the 14-day window, contact our customer service team via email at
sunsetwan@pinner-papers.comor by phone at +44 20 8428 9100. Please provide your order number and details about the item you wish to return and the reason. - Authorization & Instructions: We will review your request and, if eligible, provide you with a Return Authorization (RA) number and detailed return shipping instructions. Returns sent without prior authorization and an RA number may be refused or delayed.
- Ship the Item: Securely pack the item in its original packaging (or equivalent protection), include all components, and place the RA number visibly on the outside of the package. Ship the package to our returns address:
PINNER PAPERS LIMITED – Returns
The Cottage Harrow St. Mary’s Cricket Club,
Headstone Lane, Harrow,
Middlesex, United Kingdom,
HA2 6NF - Return Shipping Costs: Unless the return is due to our error (e.g., wrong item shipped, defective product), the customer is responsible for all return shipping costs. We recommend using a trackable and insured shipping service, as we are not liable for items lost or damaged in transit back to us.
4. Refunds
Key Policy: Refunds are only processed after we have received and inspected the returned item. We do not offer partial or full refunds without receiving the physical product back.
- Processing Timeline: Once we receive your return and our inspection confirms it meets the eligibility criteria, we will process your refund within 5-10 business days.
- Refund Method: Refunds will be issued to the original payment method used for the purchase. Please note that it may take additional time for the refund to appear in your account, depending on your bank or card issuer’s policies.
- Deductions: We may deduct a restocking fee or deduct from the refund amount if the item is returned in a condition that is not “as new” (e.g., damaged, missing parts, soiled), or if original promotional discounts applied to the order are no longer valid upon return. The cost of original shipping is non-refundable unless the return is due to our fault.
5. Exchanges
We currently facilitate exchanges by processing a return for the original item (as per the steps above) and then a separate new order for the desired item. Please contact us to arrange this. The new order will be charged at current prices, and shipping fees will apply.
6. Defective or Damaged Items
If you receive a product that is defective, damaged, or incorrect (e.g., a “Luxe Emerald Green Resin Agate Tray” with a crack, or the wrong “Non Slip Heat Resistant Silicone Coaster Set”), please contact us immediately (within 48 hours of delivery) at sunsetwan@pinner-papers.com. We will arrange for a return, and upon verification, we will offer a prompt replacement (subject to availability) or a full refund, including any incurred return shipping costs.
7. Contact Us
For any questions regarding this Refund and Returns Policy or to initiate a return, please contact us at:
PINNER PAPERS LIMITED
Address: The Cottage Harrow St. Mary’s Cricket Club, Headstone Lane, Harrow, Middlesex, United Kingdom, HA2 6NF
Phone: +44 20 8428 9100
Email: sunsetwan@pinner-papers.com
Our customer service hours are Monday to Friday, 9:00 AM to 5:00 PM GMT.
8. Policy Changes
We reserve the right to update or modify this Refund and Returns Policy at any time. Any changes will be posted on this page with an updated “Effective Date.” Your continued use of our Site after such changes constitutes your acceptance of the new policy.