Inquiries about exchanges, replacements, and returns, for any reason, can be processed via info@pepapaper.com.
Personalized products cannot be exchanged or returned.
Damage during shipping:
If you notice damage caused by shipping, we recommend not signing for the receipt of the merchandise as compliant. Make an immediate claim to the carrier on the same delivery note you sign. Even if the packaging is severely damaged, you have the right not to accept the merchandise.
In any case, if you take a photo of the packages as they were delivered to you, this will be the best proof to resolve the incident quickly and satisfactorily between us and our shipping agency.
The maximum period for a return is 14 business days from the receipt of the order. Once authorized, we will send you
a replacement order immediately, unless you want to return your order and get your money back.
Defective merchandise:
If, once the package is opened, you find that the products are defective, you have a maximum of 14 business days
to request a return. Once authorized, we will arrange for the collection of the damaged products and will immediately send you a replacement order, unless you wish to return your order and get your money back.
Order preparation error:
If, once the package is opened, you find errors in the preparation, you have 14 business days from the receipt of the order to request a return or replacement. Once authorized, we will take the necessary steps to resolve the incident as soon as possible, usually within 24 hours.
Returns or Exchanges:
You have 14 business days for exchanges and returns, from the receipt of your order. If you want to exchange a product, you can
return it using the indicated procedure and place a new order for the desired product.
Shipping:
The return must be properly packaged, with the product in perfect condition and with all its accessories, indicating the order number
and sending it to the following address:
Carrer del Crom, 135, 08907 L'Hospitalet de Llobregat, Barcelona
Conditions:
The customer will be responsible for the return shipping.
Refund:
We will refund your money within 15 business days, deducting shipping costs of €4.75 (peninsula) or €10 (Balearic Islands), if your order qualified for free shipping.
No returns will be processed during the month of August. Returns corresponding to orders placed during the month of August will be processed in September.
The refund will be issued via the same payment method used by the customer, whether credit card, bank transfer, or
PayPal.