Refund Policy

At PetPapers, we are committed to providing excellent service and ensuring our customers are happy with their orders. Below is our refund policy, which complies with consumer protection laws, including EU regulations:

1. Right to Cancel (14-Day Cooling-Off Period for Physical Products): 

You have the right to cancel your order for the physical journal only after it has been delivered. Once the journal is delivered, you have 14 days to request a full refund, no questions asked. To exercise this right, simply contact us within 14 days of delivery. You do not need to return the journal.

2. Digital Product (Tally Form Access): 

Once you gain access to the Tally.so form to submit your responses, the digital portion of your order is considered fulfilled, and you waive your right to a refund for this part of the service. This is because, by accessing the Tally form, you are actively engaging with the product and providing information that is integral to the creation of your personalized journal.

3. Refund After Delivery (14-Day Guarantee for Physical Journal):

The 14-day money-back guarantee only applies after the physical journal has been delivered (“upon delivery”). If you are not satisfied with your journal, you can request a full refund within 14 days of delivery. There is no need to return the journal. Simply contact us, and we will process your refund.

4. Money-Back Guarantee for Faulty or Misdescribed Journals:  

If your journal is faulty or does not match the description provided at the time of purchase, you are entitled to a full refund, regardless of the 14-day period. You do not need to return the journal. Please contact us if you notice any issues with your journal, and we will resolve the situation promptly.

5. Refund for Issues with Tally Form: 

If you experience any technical issues with the Tally form that prevent you from submitting your responses or accessing the service, you are entitled to a full refund of your order. However, we will investigate the cause of the issue, and refunds will not be provided for problems caused by personal issues such as WiFi connectivity, browser issues, or failure to follow the instructions. In some cases, we may ask you to provide a screenshot of the issue to help us investigate. If the issue is confirmed to be on our end, we will process a full refund for your order.

6. Accidental Damage: 

We do not offer refunds for journals that have been damaged due to customer misuse or accidental damage after delivery. If the journal has any defects or damage that is not caused by you, please contact us, and we will assess the issue on a case-by-case basis.

7. Contact Us:  

If you have any questions or concerns regarding your order or our refund policy, please feel free to contact us. We are here to help!