1. Introduction & General Conditions
- Paperland wants every customer to be completely satisfied with their purchase. If for any reason you are not satisfied, we offer a structured return and refund process for eligible items as outlined in this policy.
- Return requests must be initiated within 7 calendar days of the delivery date. Any requests made after this window will not be eligible for a return or refund under our standard policy.
- To be eligible for a return, the product must be unused, in its original condition, and in its original packaging with all tags, accessories, manuals, and any included extras intact. Products that have been used, altered, damaged by the customer, or are missing original packaging will not be accepted.
2. Non-Returnable Items
Certain items are non-returnable and non-refundable by nature. These include: opened ink cartridges and refills, customized or personalized stationery items, digital products or gift cards, and any items marked as "Final Sale" or "Non-Returnable" on the product listing page.
3. Defective or Incorrect Items
If you receive a product that is defective, damaged in transit, or different from what you ordered, you must report the issue to Paperland within 48 hours of delivery with photographic or video evidence. These cases will be treated with the highest priority and resolved through a replacement or full refund.
4. How to Initiate a Return
- To initiate a return, customers must contact Paperland through the Contact Us page at www.paperland.com.pk/contact-us or visit the Returns section at www.paperland.com.pk/returns. You will be required to provide your order number, the item(s) you wish to return, and the reason for the return.
- Once your return request is reviewed and approved by our team, you will receive instructions on how and where to ship the item back. Return shipping costs are the responsibility of the customer unless the return is due to a defect or an error on Paperland's part.
- Paperland recommends using a trackable courier service for all returns, as we cannot be held responsible for items lost or damaged in return transit. The item remains the customer's responsibility until it is received and logged at our facility.
5. Return Process & Inspection
Upon receiving the returned item, our quality assurance team will inspect it within 3–5 business days. If the return is approved, we will process the refund or replacement accordingly. If the returned item does not meet our eligibility criteria, it will be sent back to the customer at their expense.
6. Refunds & Payment Processing
- Approved refunds will be processed through the original payment method used at the time of purchase. Depending on your bank or payment provider, the refunded amount may take 5–10 business days to reflect in your account.
- For Cash on Delivery (COD) orders that are eligible for a refund, the amount will be transferred via bank transfer or mobile wallet. The customer will be required to provide valid bank account details at the time of the refund request.
- In cases where an order is cancelled before dispatch, a full refund will be issued. If the cancellation request is made after the order has been dispatched, the customer will need to follow the standard return process once the item is received.
7. Exchanges
Exchange requests - for example, swapping a pen for a different color or variant - are subject to stock availability. Exchanges follow the same eligibility criteria as returns and must be requested within the same 7-day window.
8. Fair Use & Abuse
Paperland reserves the right to deny return or refund requests that appear to be abusive, fraudulent, or in violation of this policy. Customers found repeatedly misusing the returns process may have their accounts suspended.
9. General Policies
- This Refund & Return Policy applies only to purchases made directly through www.paperland.com.pk. Items purchased through third-party retailers or resellers are subject to those sellers' individual policies and are not covered by Paperland.
- Paperland reserves the right to update this policy at any time. The most current version will always be available on our website, and continued shopping on our platform indicates your acceptance of the then-current policy.