Returns & Refunds

Our commitment

We stand behind the quality of our paper and cardstock. If something isn't right with your order, contact us and we'll help with a return, exchange, or refund under this policy.

Return period

You have 30 days from the date of delivery to request a return for a refund or exchange. Items should be returned in their original condition and packaging where possible.

What can be returned

• Unopened packs — paper or cardstock in original packaging
• Damaged or defective items — including damage in transit (please include photos)
• Wrong items — if we sent the incorrect product or specification

What cannot normally be returned

• Custom or special-order stock made or cut to your requirements
• Used products — written on, printed on, or damaged after delivery by the customer
• Opened and partly used packs (unless defective or our error)
• Clearance / final sale items clearly marked as such

How to start a return

1. Contact us within 30 days of delivery via our Contact page or sales@prestigepaper.co.uk.
2. Include your order number and reason for return.
3. For damaged goods, attach clear photos of the packaging and product where helpful.
4. Wait for return instructions before sending anything back — we may arrange a returns label or reference.
5. Pack items securely, ideally in the original packaging.

Refunds

Once we receive and inspect returned items, we aim to process refunds within 3–5 working days. Refunds are issued to the original payment method used at checkout.

Exchanges

We can often exchange for a different size, weight, colour, or finish. Exchanges follow the same contact process as returns. Once we receive the original items, we'll arrange the replacement.

Shipping costs

• Our error or fault: we cover return shipping if we sent the wrong item or the product is defective/damaged in transit
• Change of mind: return shipping may be deducted from your refund or paid by you, unless we agree otherwise

Bulk orders

For larger project or bulk orders, special return conditions may apply. Please discuss returns with us when you enquire or place the order.

Need help?

See also our FAQ or get in touch via Contact with your order number ready.