The following section has been updated for clarification as of 12/14/2014 and we have only added an additional option and stand behind all original promises as well.
We take pride in the quality of our products and services and are committed to delivering a great experience. Your satisfaction is our #1 concern. If you are not happy with your order, we provide a 100% Customer Satisfaction Guarantee. We will refund your money.
Refunds will be granted under the following circumstances:
- If you approve a proof that has missing information, typos, capitalization mistakes or the wrong information, we will not provide a refund. Therefore, it's very important to review your proof carefully prior to approval.
- If the inherent problem is the photo you are using, we do our best to both advise you and do minor photo editing; however, ultimately, the responsibility to provide a great photo rests with you. If you use a photo that we recommend against you using, and you use it anyways, we will not provide a refund.
If your order does not fall into either of the exceptions above, email us at [email protected] within 14 days from the date of shipping or 7 days from the day you received your shipment (whichever is later). Make sure to include an explanation for your dissatisfaction, so that we can improve our offering, and your order number, which can be found either in your My Account page or in your confirmation email.
Depending on when you ordered, you will have up to 2 options:
1. (Option available for people purchasing prior to 12/14/2014) Upon receiving your email, we will process your refund and send you an email confirmation. You will be asked to return the defective product, for which Paper Culture will pay the shipping and handling and provide a pre-paid return address label. The original shipping and handling will be deducted from the refund total.
2. (New Option) You can send back your order with all of the original packing and materials via any method you choose though we recommend a trackable method to ensure your package gets delivered. In this case, we will refund your entire original order of the product once we receive the package. You will also receive a refund for the pro-rated shipping, handling and tax costs. For example, if you are returning 80% of your order, we will provide 80% refund on the shipping, handling & tax as well. If you are returning your entire order, you will receive a full refund.
In all cases, if you request a refund and receive it, you agree that your acceptance of the refund constitutes your sole and exclusive remedy with respect to the order refunded. You also agree that you will have no right to use the products or services for which you received a refund, and agree to return the products in their original condition.