Return Policy

At purepaper.us, we want customers to understand the conditions and steps involved in returning or exchanging an item. This policy explains eligibility, time limits, product condition requirements, return shipping responsibilities, and how to begin a return.

Return Period

You may request a return within 30 days of receiving your order.

Return requests submitted after this period may not be accepted. We recommend checking your order soon after delivery and contacting us promptly if there is an issue.

Return Eligibility

We accept returns for both defective and non-defective items, subject to the conditions described below.

Defective or Damaged Items

If an item arrives damaged during transportation or has a visible defect, please contact us as soon as possible.

To help us review the issue, you may be asked to provide your order number, a description of the problem, and clear photos of the item or packaging.

Non-Defective Items

We also accept returns when a customer changes their mind, orders the wrong item, or no longer wants the product.

For returns that are not related to damage, defects, or an error on our part, the customer is responsible for the return shipping cost.

Item Condition

To be eligible for a return, the item must be in new and unused condition.

Where applicable, the product should be returned with its original packaging, accessories, labels, and other materials included with the order.

Items that show clear signs of use, damage caused after delivery, or missing parts may not qualify for a return.

Exchanges

We accept exchange requests for eligible items.

If you request an exchange because of personal preference, an incorrect selection, or another reason not related to a product defect, you will be responsible for the return shipping cost.

Exchange availability may depend on current stock.

How to Start a Return

Before sending any item back, please contact our customer service team to request return instructions and obtain the correct return shipping address.

Email: service3@paymatop.com

Please include your order number and a brief explanation of the reason for the return.

Do not send a return to an address found on the original package or to any address not provided by our customer service team. Returns sent without prior instructions may be delayed or may not be processed correctly.

Return Shipping

Returns must be sent by mail.

Customers are responsible for return shipping costs when the return is based on personal preference, ordering the wrong item, or another non-defective reason.

For verified damaged, defective, or incorrect items, return arrangements will be reviewed based on the circumstances of the order.

We recommend using a trackable shipping service and keeping the shipping receipt until the return has been completed.

Return Form

A return form or written return information should be included inside the package.

Please include your order number and any return reference information provided during the return process so the package can be identified more efficiently.

Refunds

Once the returned item has been received and inspected, we will review whether it meets the conditions of this policy.

If the return is approved, the refund will be issued to the original payment method. The time required for the refund to appear may vary depending on the payment provider or financial institution.

Original shipping charges, where applicable, are generally not refundable unless the return is related to an error on our part or another circumstance approved by our customer service team.

Restocking Fees

We do not charge a restocking fee for eligible returns.

Incorrect or Missing Items

If your order arrives with the wrong item or part of the order is missing, please contact us promptly.

We will review the order information and available shipping records before providing the appropriate next steps.

Refused or Undeliverable Packages

If a package is refused, returned because of an incomplete or incorrect address, or cannot be delivered for reasons outside our control, additional shipping costs may apply before the order can be sent again.

Refund eligibility for returned undeliverable packages will be reviewed after the package is received.

Last Updated: July 6, 2026