Refund policy

Returns & Refund Policy

(Compliant with Australian Consumer Law)

At PaperOnly, we are committed to providing high-quality thermal paper products and excellent customer service. We aim to make the returns process clear, fair and straightforward.

1. Change of Mind Returns

Because thermal paper is a consumable product, we can only accept change-of-mind returns under strict conditions.

We offer a 30-day return window from the date of delivery provided that:

  • The product is unused
  • The product is unopened and sealed
  • The product is in its original packaging
  • The item is in resalable condition

Please note:

  • Return shipping costs are the responsibility of the customer
  • Original shipping costs are non-refundable
  • A 10–15% restocking fee may apply to cover handling and inspection
  • Opened thermal paper rolls cannot be returned
  • Custom orders and bulk commercial quantities are non-returnable

This policy ensures product integrity and quality for all customers.

2. Damaged, Faulty or Incorrect Items

If you receive:

  • A damaged item
  • A defective product
  • An incorrect product

Please contact us within 7 days of delivery at:

📧 Paperonly.au@gmail.com

Include:

  • Your order number
  • Clear photos of the product and packaging
  • A brief description of the issue

Once assessed, we will provide instructions and, where applicable, a prepaid return label.

If the issue is confirmed, we will at our discretion:

  • Provide a replacement
  • Provide a full refund
  • Provide store credit

We will cover return shipping costs for confirmed faults.

3. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

You are entitled to:

  • A replacement or refund for a major failure
  • Compensation for any other reasonably foreseeable loss or damage
  • Repair or replacement if goods fail to be of acceptable quality and the failure does not amount to a major failure

Nothing in this policy excludes your rights under Australian Consumer Law.

4. Refund Processing

Approved refunds will be processed within 5–10 business days to the original payment method.