Refund policy

Refund & Return Policy Last updated: October 20, 2026

KEY RETURN INFORMATION

This summary provides a quick overview of our policy. Please read the full details below.

  • Return Window: 30 Days from the date you receive your order
  • Restocking Fee: No Fee (We do not charge for restocking)
  • Returns: Accept returns for both defective and non-defective products
  • Return Shipping Cost: Change of Mind: Customer Pays
    Damaged, Defective or Incorrect: Papeh Pays
  • Refund Processing Time: 7 Business Days after inspection
  • Exchanges: Accepted

1. Return Period

You have 30 days from the date of delivery to request a return.

If 30 days have passed since your order was delivered, change-of-mind returns and exchanges under our voluntary 30-day policy are no longer available. Our 30-day return policy is provided in addition to your rights under applicable UK consumer protection law. Nothing in this policy limits or excludes your statutory rights.

2. Eligibility for Returns

To be eligible for a return, your item must meet the following criteria:

  • The item must be in the same condition that you received it: unused and brand new.
  • It must be in the original packaging. Please ensure the item is securely packed to prevent damage during transit.
  • You must provide a receipt or proof of purchase (Order Number).

3. Return Shipping Costs

Return shipping costs depend on the reason for the return.

Change of Mind / Buyer’s Remorse: If you changed your mind, ordered the wrong item, or no longer want the product, you are responsible for the return shipping cost. The cost depends on the carrier and service you choose.

Damaged, Defective or Incorrect Items: If the item is damaged, defective, incorrect, or not as described, Papeh will cover reasonable return shipping costs. Please contact us before returning the item so we can provide instructions and, where applicable, arrange return shipping or reimburse reasonable return shipping costs.

This does not affect your statutory rights under applicable UK consumer law.

4. How to Initiate a Return

To start a return, please follow these steps:

  • Contact Us: Email us at support@papeh.com with your Order Number and the reason for the return.
  • Get Return Instructions: We will review your request and email you the appropriate return instructions, including any return shipping arrangements that apply.
  • Arrange Return Shipping: For change-of-mind returns, choose and pay for your return shipping service. For damaged, defective or incorrect items, follow the instructions we provide for covered return shipping.
  • Pack & Ship: Securely pack your item in its original box and drop the package at the nearest carrier location.

Return Address:
Papeh Returns
28 Seven Sisters Rd
London N7 6AG
United Kingdom

5. Damaged or Defective on Arrival

If your order arrives damaged or defective:

  • Do not immediately ship the item back
  • Take clear photos of the damaged item and the packaging
  • Email the photos to support@papeh.com as soon as reasonably possible after delivery
  • We will immediately arrange a free replacement or a full refund, depending on your preference

6. Refunds

Once your return is received and inspected at our London facility, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund based on the condition of the item.

If approved: Your refund will be processed, and a credit will automatically be applied to your original method of payment.

Processing Time: Please allow 7 business days for the refund to reflect in your bank account, depending on your financial institution's processing times.

7. Exchanges

We are happy to exchange items if you need a different style, size, or color. Please contact us at support@papeh.com and we will guide you through the process to get your new item sent out to you. For exchanges requested because of a change of mind or customer preference, the customer is responsible for return shipping costs. If an exchange is needed because an item is damaged, defective, incorrect or not as described, Papeh will cover reasonable return shipping costs.

8. Cancellations

We work quickly to process and ship orders. If you need to cancel your order, please email us immediately at support@papeh.com.

  • Before Shipment: If your order has not yet been shipped, we will cancel it and issue a full refund immediately.
  • After Shipment: If your order has already been shipped, we cannot stop the package. However, you can receive the item and request a return in accordance with our 30-day return policy. For change-of-mind returns, you are responsible for return shipping costs. Papeh covers reasonable return shipping costs for damaged, defective, incorrect or not-as-described items.

Contact Us

  • Email: support@papeh.com
  • Phone: +44 7478 036201
  • Hours: Mon-Fri: 9AM – 5PM GMT
  • Location: 28 Seven Sisters Rd, London N7 6AG, United Kingdom
  • Response Time: We aim to respond to all emails within 1 business day