Refund policy

Last updated: September 14, 2026

We want you to be happy with your Papanee print. This policy explains how cancellations, returns, replacements and refunds are handled. Nothing in this policy limits any mandatory consumer rights that apply to you under the laws of your country or region.

Change of mind and right of withdrawal
Where applicable law gives you a right to withdraw from an online purchase, you may notify us within 30 days after receiving your order. Please email hi@papanee.com with your order number before returning anything so we can provide return instructions.

Returned prints should be securely packaged and returned in a condition consistent with reasonable inspection. You may be responsible for any reduction in value caused by handling beyond what is necessary to inspect the print.

For change-of-mind returns, the customer is normally responsible for return shipping costs unless applicable law requires otherwise. Where required by law, we will also refund the cost of the standard outbound delivery method. Additional costs for an upgraded or express delivery option may not be refundable.

Made-to-order and personalized items
Our prints are produced after an order is placed. Being made to order does not remove any mandatory rights you may have. However, products made to your individual specifications or otherwise personalized may be excluded from a statutory right of withdrawal where applicable law permits.

Damaged, defective or incorrect orders
If your order arrives damaged, defective, or incorrect, contact us as soon as reasonably possible at hi@papanee.com. Include your order number and clear photographs of the print and packaging where relevant. We will review the issue and, where appropriate, arrange a replacement, refund or another remedy in accordance with applicable law.

Do not dispose of a damaged item or its packaging until we have reviewed the claim, as we may need additional information for the carrier or production partner.

Cancellations
If you need to cancel an order, contact us as soon as possible. Because production can begin shortly after an order is placed, we cannot guarantee that an order can be cancelled once production has started. This does not affect any mandatory cancellation or withdrawal rights that apply under law.

Refunds
Approved refunds are issued to the original payment method. Processing times can vary depending on your bank or payment provider.

For a valid return, we may wait until we receive the returned goods, or evidence that they have been sent back, before issuing the refund where permitted by law. Where a statutory withdrawal right applies, refund timing will follow applicable law.

How to request a return or refund
Email hi@papanee.com with your order number and a brief description of the issue or return request. We will reply with the next steps and, where applicable, return instructions.