Refund & Returns Policy

Last updated: October 2026

At PaperFlow, we want our customers to have a clear and straightforward shopping experience. This Refund & Returns Policy explains your rights and the process for cancellations, returns, refunds, damaged products, and incorrect orders.

Nothing in this policy is intended to limit any mandatory consumer rights that apply to you under applicable law.

1. Right of Withdrawal for EU Consumers

If you are a consumer located in the European Union and the statutory right of withdrawal applies to your purchase, you generally have the right to cancel your order within 14 days without having to provide a reason.

The withdrawal period generally begins on the day you, or a third party designated by you other than the carrier, receives the goods.

To exercise your right of withdrawal, please contact us within the applicable 14-day period at:

Email: info@paper-flow.store

Please include:

• Your full name
• Order number
• The products you wish to return
• A clear statement that you wish to cancel or withdraw from the purchase

We will provide the information necessary to complete the return.

2. Returning Products

If you exercise your applicable right of withdrawal, products should be returned within the applicable legal return period after notifying us of your decision.

Products should be returned in a suitable condition and, where reasonably possible, in their original packaging.

You are responsible for taking reasonable care of the products while they are in your possession.

Where legally permitted, you may be responsible for the direct cost of returning products when exercising a right of withdrawal, unless we have agreed otherwise or the law requires us to bear those costs.

3. Refunds

Once we receive and inspect the returned products, we will process the refund in accordance with applicable law.

Where a refund is due, it will generally be made using the same payment method used for the original purchase, unless another method has been agreed with you.

Where required by applicable law, refunds will include the standard delivery charge paid for the original order. Additional charges resulting from choosing a more expensive delivery method may not be refundable where permitted by law.

We may withhold a refund until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first, where permitted by applicable law.

4. Products That Arrive Damaged

If a product arrives damaged, please contact us as soon as possible at:

info@paper-flow.store

Please provide your order number and photographs showing the condition of the package and product.

We will review the situation and provide an appropriate solution in accordance with applicable consumer rights and the circumstances of the order.

5. Incorrect or Missing Products

If you receive an incorrect product or an item is missing from your order, please contact us at info@paper-flow.store as soon as possible.

Please include:

• Order number
• Product received
• Product expected
• Photographs where applicable

We will investigate the issue and, where appropriate, arrange a replacement, refund, or another suitable solution.

6. Defective or Non-Conforming Products

If a product is defective, damaged, or does not conform to the order or applicable legal requirements, you may have additional statutory rights.

These rights apply independently of any voluntary return or withdrawal policy described above.

If you believe a product is defective or does not conform to your order, please contact us at info@paper-flow.store with your order details and a description of the issue.

We will assess the matter and provide the appropriate remedy required under applicable law.

7. Sale and Discounted Products

Sale or discounted products are not automatically excluded from applicable statutory consumer rights.

Where the applicable right of withdrawal or another mandatory consumer protection right applies, it remains available regardless of whether the product was purchased at a discount, except where a lawful statutory exception applies.

8. Products Excluded From the Right of Withdrawal

The statutory right of withdrawal does not apply to every type of product or transaction.

Certain legal exceptions may apply depending on the nature of the product and the circumstances of the order.

Where a statutory exception applies, the applicable information will be communicated to the customer before or at the time of purchase where required.

9. Return Shipping

Where you exercise a statutory right of withdrawal and the customer is responsible for the direct cost of returning the goods under applicable law, those costs may be borne by the customer.

Where a product is defective, incorrect, damaged on arrival, or otherwise requires a remedy that we are legally responsible for, the applicable return costs will be handled in accordance with applicable law.

10. How to Request a Return or Refund

To request a return, cancellation, or refund, please contact:

PaperFlow
Email: info@paper-flow.store

Please provide your:

• Full name
• Order number
• Product name
• Reason for the request, if applicable
• Photographs or other supporting information, where relevant

We will respond with the appropriate next steps.

11. Contact Information

For any questions regarding returns, refunds, cancellations, or product issues, please contact us:

PaperFlow
Email: info@paper-flow.store
Address: Rua do Passadiço 23A, Lisboa, 1150-253 Lisboa, Portugal

12. Changes to This Policy

We may update this Refund & Returns Policy from time to time to reflect changes to our business, services, or applicable legal requirements.

The latest version will always be published on this page