Refund policy

Returns

We believe a happy customer is a loyal customer and strive to provide our customers with quality products and services, with each order carefully packed before dispatch.

Unfortunately all sales made through the Made Paper Co website are final. We are unable to give exchanges, refunds or credits, except in the case of defective goods or incorrect shipment.

Should an item arrive damaged by our courier service, please do not sign for the goods or accept them. The courier will then return the goods to us for replacement by return mail. Please tell us that you have done this with an email to hello@madepaperco.com

Faulty and damaged items

We will happily arrange replacement, exchange or a refund for goods that are supplied in a faulty condition or incorrectly supplied. We will only do this within the following 5 working days of you receiving your order.

To arrange this we require a digital photograph of the faulty product sent by email along with your purchase order number. A ‘Faulty Goods Claim Form’ will be emailed in reply to your faulty goods claim. Please reply with your contact details and the form to hello@madepaperco.com

We reserve the right to refuse a return on any product that does not deem itself faulty or damaged. If you believe you have received incorrect goods, please email hello@madepaperco.comwith your order number and contact details and a description of the problem.

We also reserve the right to not replace faulty or incorrect goods if the above process is not followed.

Refunds (if applicable) 

Once your return item is received and inspected, we will send you an email to notify you that we have received your returned item.

We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. 

If you haven’t received a refund yet, first check your bank account again. 

Sale items (if applicable) 
Only regular priced items may be refunded and sale items cannot be refunded. 

Shipping 
To return your product, you should send to: Made Paper Co, C/- Switch Design Ltd, 13 Coles Ave, Mt Eden, Unit 18, AUK, Auckland 1024, New Zealand 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.