Refund & Returns Policy

Last updated: 2 October 2026

We hope you love your Paper Rituals order, but if something isn’t quite right, you can request a return within 30 days of receiving your order.

Returns

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original packaging where applicable. You’ll also need your order number or other proof of purchase.

To request a return, please contact us at contact@paperrituals.co.uk.

Please do not send items back without contacting us first, as returns sent without prior authorisation may not be accepted.

Once your return has been approved, we will provide the return address and instructions on how to send your item back.

Unless the item is faulty, damaged, incorrect, or we have agreed otherwise, the customer is responsible for the cost of returning the item.

Damaged, faulty or incorrect items

Please check your order when it arrives and contact us as soon as possible if an item is damaged, defective or you have received the wrong item.

Please include your order number and, where possible, photographs showing the issue so we can investigate and put things right.

Where an item is faulty, damaged or incorrect, your statutory consumer rights are not affected.

Exceptions and non-returnable items

Certain items cannot normally be returned where an exemption from cancellation rights applies. This may include:

• personalised or custom-made products;

• perishable goods;

• sealed goods that cannot be returned for health or hygiene reasons once unsealed; and

• gift cards.

Please contact us if you are unsure whether your item is eligible for return.

This does not affect your rights if an item is faulty, damaged, not as described or otherwise does not meet your statutory rights.

Sale items

Sale and discounted items can be returned in accordance with this policy unless a specific legal exception applies.

Your statutory rights are the same whether an item was purchased at full price or at a discounted price.

Exchanges

We do not currently offer direct exchanges.

The quickest way to receive a different item is to return the original item and, once your return has been accepted, place a separate order for the item you would like instead.

UK cancellation rights

If you are a UK consumer purchasing online, you may also have a legal right to cancel your order.

For most eligible goods purchased online, you can notify us that you wish to cancel within 14 days of receiving your order. You then normally have a further 14 days to return the goods.

Certain items, including personalised or custom-made products, may be excluded from this cancellation right.

Where a statutory cancellation right applies, any refund will be handled in accordance with applicable UK consumer law.

European Union 14-day cooling-off period

If your order is being delivered to the European Union, you generally have the right to cancel your eligible online purchase within 14 days of receiving the goods, without providing a reason.

Certain products are excluded from this right, including goods made to order or clearly personalised.

Unless we agree to cover the cost, you may be responsible for the cost of returning goods when exercising your right to cancel.

This does not affect any additional consumer rights that may apply in your country.

Refunds

Once we receive your return, we will inspect it and let you know whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

We aim to process approved refunds promptly. Please allow additional time for your bank, card provider or payment provider to process the refund after it has been issued.

Where statutory cancellation rights apply, refunds will be processed within the timeframes required by applicable consumer law.

If you have not received an approved refund after 15 business days, please contact us at contact@paperrituals.co.uk.

Returning an item

Please contact us at contact@paperrituals.co.uk before returning your order.

Once your return has been approved, we will provide you with the return address and full return instructions.

Items sent back without first requesting a return may not be accepted.

Contact us

If you have any questions about a return, refund or problem with your order, please contact us at:

contact@paperrituals.co.uk

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