At The Paper Harbor, we want you to shop with confidence. If something isn't right with your order, we'll do our best to resolve the issue quickly and fairly.

This policy explains when you can request a return, replacement, or refund, and how the process works.

1. Return Eligibility

You may be eligible for a return or replacement if:

·      the item arrives damaged or defective;

·      you receive the wrong product;

·      your order is incomplete; or

·      the product has a manufacturing defect.

To qualify for a return, the item should:

·      be unused except for reasonable inspection;

·      be returned in its original packaging;

·      include all accessories, manuals, labels, and any promotional items supplied with the product; and

·      be in a condition suitable for resale unless the item is faulty or damaged on arrival.

2. When to Contact Us

If there is a problem with your order, please notify us within 48 hours of delivery.

To help us investigate your request, please include:

·      your order number;

·      a brief description of the issue;

·      clear photographs showing the product and its packaging; and

·      any other information that may help us assess your claim.

Prompt notification allows us to resolve issues as quickly as possible.

3. Items That Cannot Be Returned

We may be unable to accept returns if:

·      the product has been used beyond normal inspection;

·      the item has been intentionally damaged or altered;

·      identifying labels, serial numbers, or security seals have been removed or tampered with;

·      the damage was caused after delivery through misuse, improper storage, or accidental handling; or

·      the product was specially made, personalised, or customised for you, unless it is faulty.

Where a return request is declined, the item may be returned to you at your expense.

4. How the Return Process Works

Once we receive your request, our customer support team will review the information provided.

If additional details are required, we will contact you.

Where a return is approved, we will provide instructions for returning the item or, where applicable, arrange a collection.

After the returned item has been received and inspected, we will notify you of the outcome.

If your claim is approved, we will process the agreed resolution, which may include:

·      a replacement product;

·      an exchange;

·      a store credit (where applicable); or

·      a refund to your original payment method.

5. Refunds

Approved refunds are generally processed within 7–10 business days after the returned item has been inspected and accepted.

Refunds are issued using the original payment method wherever possible.

Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

Unless the return is due to our error or a defective product, original shipping charges and other service fees are generally non-refundable.

6. Order Cancellations

Orders may be cancelled before they have been dispatched.

If your cancellation request is received before shipment, you will receive a full refund, including any shipping charges already paid.

Once an order has been shipped, it can no longer be cancelled and will instead be subject to this Returns & Refund Policy.

7. Return Shipping Costs

If the return is the result of:

·      an incorrect item supplied by us;

·      a defective product; or

·      an item damaged during transit,

we will cover the reasonable return shipping costs where applicable.

For returns requested for other reasons, the customer is responsible for the return shipping costs unless otherwise required by applicable consumer protection laws.

8. Damaged or Incorrect Deliveries

Please inspect your order as soon as it arrives.

If your parcel arrives damaged, or you receive the wrong item, contact us immediately with photographs of:

·      the product;

·      the packaging; and

·      the shipping label.

Once we have reviewed your claim, we will work with you to provide an appropriate solution as quickly as possible.

9. Consumer Rights

Nothing in this policy limits or excludes any rights you may have under applicable consumer protection laws.

If you are a customer in the European Union or the United Kingdom, you may have additional statutory rights that cannot be excluded by this policy.

10. Need Assistance?

If you have any questions about this Returns & Refund Policy or need help with a return, our customer support team will be happy to assist you.

Velomart Company Limited

Room 1501, 15/F Olympia Plaza
255 King's Road
North Point, Hong Kong

Website: www.thepaperharbor.com

Email: support@thepaperharbor.com