Returns, refunds & cancellations

Your rights come first

We do not use a blanket “no return, no exchange” rule. Faulty, damaged, materially misdescribed, or incorrectly supplied goods may qualify for repair, replacement, or refund as appropriate under applicable Philippine consumer law. Personalization does not remove these rights.

How to request help

Submit a Return/refund request using Contact & support with your order reference and a description of the issue. Photos and original packaging can help assess damage; an unboxing video is not required. Tell us promptly when you notice an issue. We do not impose a short reporting window that extinguishes statutory remedies. We provide return instructions and a return address in the private response when a return is needed. Do not send a parcel to an unconfirmed address.

Cancellations and changes of mind

Contact us before production starts to request a cancellation or correction. If we have not begun work or committed nonrecoverable costs, we refund the unearned amount. Once personalized production has begun, a change-of-mind cancellation may be unavailable or reflect the work and materials already committed, explained in the response. Defect and incorrect-item claims remain covered.

A size, spelling, or design exactly as you approved is normally not a production error. If Papercut made the error or supplied an incorrect item, we arrange an appropriate remedy. If we cannot fulfil the agreed order, we offer an agreed alternative or refund of the unfulfilled part.

Return costs and refunds

For a confirmed fault or incorrect supply attributable to us, Papercut covers reasonable return or replacement delivery costs. Any other return cost is explained before you agree. Approved refunds normally go to the original payment method; if that is impossible, we agree a secure alternative. We aim to initiate an approved refund within 7 business days, then provide its reference. Your bank or payment provider controls the remaining processing time. Never send a card number, CVV, password, or wallet PIN through support. Demo orders have no captured payment to refund.

Professional services

The accepted quotation defines milestones and what has been delivered. An approved cancellation or refund reflects undelivered work and any documented, agreed, nonrecoverable commitments. We address defective or materially incomplete work through a reasonable correction or other applicable remedy. These terms do not waive mandatory consumer rights. If a future purchase is billed by Apple or Google, its store refund process also applies.