Refund policy

PAPERFORGE WHOLESALE LIMITED

Last updated: 6 August 2026

This Return and Refund Policy explains how cancellations, returns, refunds, replacements, damaged goods, faulty products, incorrect items, shortages and wholesale order issues are handled when you purchase products from PAPERFORGE WHOLESALE LIMITED through our online store at https://paperforgewholesale.com/.

PAPERFORGE WHOLESALE LIMITED operates as a wholesale stationery and office supply business. Our product range may include stationery, writing supplies, filing and organisation products, paper goods, desk essentials, school supplies, creative materials and related workplace products supplied in packs, boxes, cases or other wholesale quantities.

Our store is primarily intended for business customers, retailers, schools, offices, organisations and professional buyers. Wholesale orders may be subject to pack quantities, minimum order quantities, minimum order values, stock availability, supplier handling and fulfilment requirements.

Nothing in this policy affects any mandatory statutory rights that cannot legally be excluded or limited.

1. Company information

PAPERFORGE WHOLESALE LIMITED
Company number: 17381928
Business address: 17 City North Place, London, N4 3FU, United Kingdom
Email: sale@paperforgewholesale.com

Please contact us before sending any product back. The correct return address may be different from our business address and may depend on the product type, supplier, warehouse, fulfilment partner or courier arrangement.

2. Business and wholesale purchases

PAPERFORGE WHOLESALE LIMITED is designed for wholesale purchasing. If you purchase products for business, trade, resale, professional, educational, office, institutional or organisational use, you are treated as a business customer unless we clearly agree otherwise in writing.

Business customers do not automatically have the same change-of-mind cancellation rights as consumers under distance selling rules. For business and wholesale orders, returns for unwanted, over-ordered or incorrectly selected goods are accepted only where we approve the return in writing, unless the goods are faulty, damaged, incorrect, short-shipped or not as described.

We may decline a business return request where the goods were supplied correctly, the order matched the products and quantities selected at checkout, the products are not faulty and the return is requested only because the buyer changed their mind, ordered too much, selected the wrong item, or no longer requires the stock.

3. Consumer purchases

Although our website is primarily intended for wholesale and professional buyers, if you purchase from us as a consumer and applicable UK consumer law applies, you may have the right to cancel an online order within 14 days after receiving the goods, subject to legal exceptions.

If you are a consumer and wish to exercise a legal cancellation right, please email us clearly at: sale@paperforgewholesale.com.

Under UK distance selling rules, online customers who qualify as consumers generally have 14 days after delivery to cancel, another 14 days to return the goods after cancellation, and the refund must usually be made within 14 days after the returned goods are received.

4. Return authorisation required

All returns must be authorised by us before goods are sent back.

To request a return, refund, replacement or exchange, please email: sale@paperforgewholesale.com.

Please include:

Your full name and business name, where applicable;
Your order number;
The email address used for the order;
The product name, SKU or product description;
The quantity, pack, box or case affected;
The reason for the return request;
Photos or videos if the item is damaged, faulty, incorrect, incomplete or not as described.

After reviewing your request, we may provide return instructions and the correct return address. Please do not send goods to our business address unless we specifically instruct you to do so.

5. Inspection of wholesale orders

Wholesale customers are responsible for inspecting goods promptly after delivery.

Please check:

The delivered product lines against your order confirmation;
Pack quantities, box quantities, case quantities and minimum order quantities;
Outer packaging and any visible transit damage;
Missing items, short shipments or incorrect products;
Obvious product defects or quality issues.

Any damaged, incorrect, missing, short-shipped or visibly defective items should be reported to us as soon as possible and preferably within 3 business days after delivery. Delayed reporting may make courier, warehouse or supplier investigation more difficult.

6. Damaged goods

If goods arrive damaged, please contact us promptly at: sale@paperforgewholesale.com.

Please include:

Your order number;
A clear description of the damage;
Photos of the damaged product;
Photos of the outer packaging;
Photos of the shipping label;
Photos showing the affected quantity, box, pack or case.

Please keep the damaged goods and packaging until we have reviewed the issue. This may be required for courier, warehouse, supplier or insurance investigation.

If damage is confirmed, we may offer a replacement, repair, credit note, partial refund or refund, depending on the nature of the damage, the affected quantity, stock availability and your legal rights.

7. Faulty or not-as-described products

If a product is faulty, defective, materially not as described or not fit for its ordinary purpose, please contact us with details and supporting evidence.

If the issue is confirmed, we may offer a replacement, repair, credit note, price reduction, partial refund or refund depending on the circumstances, the quantity affected and applicable law.

Products damaged by misuse, incorrect storage, unsuitable conditions, modification, resale handling, poor stock rotation, unauthorised repair, third-party relabelling, customer packaging, or normal wear and tear will not normally be treated as faulty.

8. Incorrect items or short shipments

If you receive an incorrect product, incorrect quantity, missing item, missing pack, short shipment or incomplete wholesale order, please contact us promptly.

Please provide the order number, product names, quantities ordered, quantities received and photos of the delivered goods and packaging.

After checking the order, warehouse records, supplier records and dispatch information, we may arrange a replacement, dispatch the missing quantity, issue a credit note, provide a partial refund or offer another suitable solution.

9. Change-of-mind business returns

For business and wholesale customers, change-of-mind returns are not automatically accepted.

We may consider a return request where:

The return is requested promptly after delivery;
The goods are unopened, unused, undamaged and in resaleable condition;
All packs, boxes, labels, barcodes, inserts and packaging are intact;
The goods are not special-order, clearance, personalised, made-to-order or supplier-restricted items;
The return is commercially reasonable and approved by us in writing.

If we approve a change-of-mind business return, we may deduct reasonable outbound shipping costs, return shipping costs, handling costs, restocking costs, payment processing costs or any reduction in value, where permitted by law.

10. Goods that cannot normally be returned

Unless the goods are faulty, damaged, incorrect, short-shipped or not as described, we may refuse returns for:

Opened or used products;
Products returned with missing packs, units, labels, accessories, instructions or packaging;
Products damaged after delivery;
Products that have been relabelled, repriced, marked, altered, bundled, broken down or prepared for resale by the customer;
Products specially ordered, customised, personalised or sourced specifically for the customer;
Clearance, discontinued or final-sale stock;
Mixed stock lots or partial boxes where the original pack quantity is no longer complete;
Products affected by poor storage, moisture, heat, contamination, handling damage or customer misuse;
Digital products, gift cards or downloadable content, where applicable.

11. Condition of returned goods

Returned goods must be securely packed and returned in a condition suitable for inspection and, where applicable, resale.

Returned goods should include:

All original units, packs, boxes, cases and packaging;
All labels, barcodes, inserts, instructions and accessories;
Original protective packaging where possible;
Order details or return authorisation information.

If returned goods are incomplete, damaged, opened, mixed, altered, unsaleable or returned without authorisation, we may refuse the return or make a reasonable deduction from any refund or credit.

12. Return shipping costs

For approved change-of-mind business returns, the customer is responsible for return shipping costs unless we agree otherwise in writing.

If the goods are faulty, damaged on arrival, incorrect, short-shipped or not as described, we may cover reasonable return shipping costs where required by law or where we agree that return shipping is necessary.

We recommend using a tracked and insured delivery service for returns. We are not responsible for returned goods lost or damaged in transit before they reach the return address provided by us.

13. Refunds, credit notes and replacements

Once returned goods are received and inspected, we will notify you by email whether your return has been approved.

Depending on the circumstances, we may issue:

A refund to the original payment method;
A partial refund;
A replacement shipment;
A repair or correction, where applicable;
A store credit or credit note for business customers;
A deduction for missing, damaged or reduced-value goods, where permitted.

Refunds to the original payment method may take several business days to appear depending on your bank, card issuer, payment provider or Shopify payment processing times.

14. Original delivery charges

Original delivery charges are not normally refunded for approved business change-of-mind returns unless we agree otherwise in writing.

If goods are faulty, damaged, incorrect, short-shipped or not as described, we will review the issue and may refund relevant delivery charges where required by law or appropriate in the circumstances.

15. Order cancellation before dispatch

If you wish to cancel an order before dispatch, please contact us as soon as possible at: sale@paperforgewholesale.com.

We will try to cancel the order before it is processed. However, wholesale orders may be sent quickly to suppliers, warehouses or fulfilment partners for picking, packing or dispatch, so cancellation before dispatch cannot always be guaranteed.

If the order has already been dispatched, it may need to be handled as a return request under this policy.

16. Refused deliveries and uncollected parcels

If a parcel is refused, not collected, returned to sender or cannot be delivered due to incorrect information provided by the customer, we may deduct reasonable outbound shipping costs, return shipping costs, redelivery costs, courier charges, storage charges or handling costs from any refund or credit, unless the issue was caused by our error or by a confirmed courier error.

17. Lost parcels and delivery issues

If your order has not arrived within the expected delivery timeframe or tracking suggests that the parcel may be lost, please contact us at: sale@paperforgewholesale.com.

We may need to investigate the issue with the courier, supplier, warehouse or fulfilment partner. This may require checking tracking information, dispatch records, delivery confirmation, proof of delivery, GPS delivery data or courier investigation results.

If the parcel is confirmed as lost and the loss was not caused by incorrect customer information or customer failure to collect the parcel, we may offer a replacement, redelivery, credit note or refund depending on the circumstances.

18. How to request a return or refund

To request a return, refund, replacement, credit note or cancellation, please email us at: sale@paperforgewholesale.com.

Please include:

Your full name;
Your business name, where applicable;
Your order number;
The email address used for the order;
The affected product name and quantity;
The affected pack, box or case quantity;
The reason for your request;
Photos or videos if the goods are faulty, damaged, incorrect, missing or incomplete.

We will review your request and provide instructions where a return, replacement, credit note or refund is appropriate.

19. Refund delays

If we have confirmed that your refund has been processed but you have not received it, please first check with your bank, card issuer or payment provider. Refunds can take several business days to appear depending on the payment method.

If you still have not received your refund after checking with your payment provider, please contact us at: sale@paperforgewholesale.com.

20. Changes to this policy

We may update this Return and Refund Policy from time to time to reflect changes in our products, wholesale order process, fulfilment arrangements, delivery partners, legal requirements or business operations.

When we update this policy, we will change the “Last updated” date at the top of this page.

21. Contact us

If you have any questions about returns, refunds, damaged goods, faulty products, incorrect items, missing quantities, wholesale order issues or cancellations, please email us at: sale@paperforgewholesale.com.

PAPERFORGE WHOLESALE LIMITED
Company number: 17381928
17 City North Place, London, N4 3FU, United Kingdom
Email: sale@paperforgewholesale.com