Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or replacement.
Goods must be checked and any damages or missing items reported, in writing, within 24 hours of receipt to:
sales@papercupsdirect.com
Damaged Goods Claims
To make a damaged goods claim you must, after reporting within 24 hours as above, send the following proof within 7 days of receipt:
- A photograph of the damaged goods
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A photograph of the outer box.
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A clear readable photograph of the delivery label.
- A photograph of the goods inside the box.
- The quantity of goods which were damaged.
to: sales@papercupsdirect.com
IF THE ABOVE IS NOT PROVIDED WITHIN 7 DAYS OF RECEIPT WE WILL BE UNABLE TO PROCESS YOUR CLAIM.
Please do not dispose/destroy the goods or boxes until your claim has been completed.
Please do not return damaged goods.
Returns
To be eligible for a return, your item must be unused, undamaged and in good condition. It must also be in the original packaging.
To return your product, you should request a return, in writing, via email to:
sales@papercupsdirect.com
You will be sent the full information on how to send the goods back to us.
Return Shipping:
You will be responsible for paying the shipping costs to return your item.
For high value items you should consider using a trackable shipping service or purchasing shipping insurance. We will not be able to process your return if the items do not reach us in good condition.
Restocking Fees:
We charge restocking fees on returns to cover the costs that we incur due to admin and order processing as follows:
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10% on returns when you reorder - Once a second order has been placed and the goods have been received back, we will issue a refund less 10%.
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20% on returns - Once the goods have been received back, we will issue a refund less 20%.
Shipping Costs:
If shipping was paid for on the original order this is non-refundable.
There are certain situations where refunds may be denied:
Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.
Ineligible Products:
Several types of goods are exempt from being returned. Perishable goods such as food & drink cannot be returned. Water Filters that have had their plastic wrap opened cannot be returned. We also do not accept returns for products that are hazardous materials, flammable liquids or gases.
Cancellations
You may cancel an order that has not yet been shipped by contacting us immediately:
We operate on a next day shipping basis so please get in touch immediately, if your order has already been sent out when you contact us we will not be able to process a cancellation.
Cancellation Fees
We charge a cancellation fee to cover the costs that we incur due to admin and order processing as follows:
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5% cancellation fee - we will issue a refund less 5%.
Contract Cancellations
No cancellations of any Contracts shall be permitted unless agreed in advance by a manager of the Company.
Subject to Clause 9.1, where part of the Services have been performed by the Company and/or where the Services entails maintenance services over a length of time, the Company shall be entitled to charge the Customer a pro rated price.
Clearance Items
Clearance items are heavily discounted and may be damaged, dirty or missing some items. These products cannot be returned or refunded for any reason at all, this is reflected in the low price.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us.
