Returns, Refunds and Cancellations Policy

At Paper Starlights, we take great pride in the quality of our handmade paper star lanterns and the service we provide.

We hope you love your purchase, but if something isn't quite right, we're here to help.

This policy explains how to arrange a return, cancel an order or request a refund.

This policy applies to purchases made directly through the Paper Starlights website. If you purchased your products from another retailer, marketplace or event trader, please contact the seller you purchased them from.

1. How to request a return

All returns should be arranged by contacting Paper Starlights directly.

To request a return, please email hello@paperstarlights.com with:

• Your order number

• The item or items you wish to return

• The reason for your return, unless you are exercising your statutory right to cancel without giving a reason

• Photographs, where relevant, if an item is damaged, faulty or incorrect

Our team will review your enquiry and provide the appropriate return instructions.

Please contact us before sending any items back, so we can help ensure your return is processed smoothly.

2. Cancelling an order before dispatch

If you need to cancel your order before it has been dispatched, please email hello@paperstarlights.com as soon as possible, including your order number.

We work hard to dispatch orders quickly, so we cannot always guarantee that an order can be stopped before leaving our premises.

If your order has already been dispatched, you may still be able to return it under our returns policy or exercise your statutory cancellation rights.

3. Your statutory right to cancel an online order

Under the Consumer Contracts Regulations 2013, UK consumers purchasing online generally have the right to cancel most orders without giving a reason.

You have 14 days after receiving your goods to notify us that you wish to cancel your purchase.

If your order contains multiple items delivered separately, the cancellation period generally begins when you receive the final item.

After notifying us that you wish to cancel, you have a further 14 days to return the goods.

To exercise your right to cancel, please email hello@paperstarlights.com with your name, order number and confirmation that you wish to cancel.

You do not need to provide a reason.

You may also notify us by writing to our business address provided at the end of this policy.

Your cancellation takes effect when you notify us within the applicable cancellation period. You do not need to wait for our approval.

Returning goods following a statutory cancellation

You are responsible for the direct cost of returning goods following a change-of-mind cancellation, unless we have agreed otherwise or applicable law requires us to cover the cost.

We recommend using a tracked postal service and retaining proof of postage.

You may inspect and handle the goods as you would reasonably be permitted to do in a shop.

If the value of the goods has been reduced because they have been handled beyond what is necessary to establish their nature, characteristics and functioning, we may make a proportionate deduction from the refund where permitted by law.

Original packaging is preferred to protect the product in transit, but its absence does not automatically remove your statutory cancellation rights.

Refunds following a statutory cancellation

Where your statutory right to cancel applies, we will refund the price paid for the returned goods and any standard outbound delivery charge refundable under applicable law.

If you selected a more expensive delivery service, we are only required to refund the equivalent cost of our standard delivery option.

We will issue the refund without undue delay and no later than 14 days after receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.

Refunds will be made using your original payment method unless we have expressly agreed otherwise.

No handling, administration or restocking fee will be applied to a valid statutory cancellation.

A lawful deduction may be made where goods have lost value because they have been handled beyond what is reasonably necessary to inspect them.

4. Our 28-day returns policy

In addition to your statutory rights, Paper Starlights offers a 28-day voluntary returns policy for customers who change their minds about a purchase.

If you wish to return an item for reasons other than a fault, damage or incorrect supply, please email hello@paperstarlights.com within 28 days of receiving your order.

For returns under this voluntary policy, items must:

• Be unused and in a saleable condition

• Be returned in their original packaging

• Include any accessories or components originally supplied

• Be securely packaged to prevent damage during transit

Please include your name and order number with your return so we can identify it when it arrives.

Once your return has been received and inspected, we will arrange a refund for eligible items.

Return postage and delivery charges

Customers are responsible for the cost of returning items under our voluntary change-of-mind returns policy unless otherwise agreed.

Original delivery charges are not refundable for voluntary returns made outside your statutory cancellation rights.

We recommend using a tracked delivery service with appropriate compensation cover, as customers are responsible for ensuring items are returned safely under our voluntary returns policy.

Handling and restocking deductions

For change-of-mind returns accepted under our voluntary 28-day returns policy, after the applicable statutory cancellation period has expired, we may deduct a reasonable handling or restocking charge of up to 10% of the returned item's purchase price.

Any deduction will reflect reasonable costs actually incurred in processing the return and will not be imposed automatically.

Where a deduction is applicable, we will explain the amount and the reason for it before the return is arranged.

No handling or restocking deduction will apply where:

• You are exercising your statutory right to cancel

• The goods are faulty, damaged, incorrect or misdescribed

• A deduction would otherwise conflict with your statutory consumer rights

Our voluntary returns policy does not affect your statutory consumer rights.

5. Damaged, faulty or incorrect items

We take great care when preparing and packing orders, but occasionally something may go wrong.

If your order arrives damaged, contains an incorrect item or develops a fault, please contact us by emailing hello@paperstarlights.com.

Where possible, please include:

• Your order number

• A description of the issue

• Clear photographs showing the damage, fault or incorrect item

We will assess the issue and explain the next steps.

Depending on the circumstances and your statutory rights, we may offer a refund, repair, replacement or other appropriate remedy.

Photographs help us resolve issues quickly, but customers' statutory rights are not conditional on providing photographs.

Your rights when goods are faulty

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.

Consumers generally have a short-term right to reject faulty goods within 30 days and may have rights to a repair, replacement, price reduction or refund after that period, depending on the circumstances.

Your statutory rights relating to faulty or misdescribed goods are not limited to our 28-day voluntary returns policy.

Where a return is required because of a fault or error for which we are responsible, we will cover reasonable return postage costs or arrange a suitable return method.

Damaged paper star lanterns

Because our paper star lanterns are delicate decorative products, damaged items may not always need to be physically returned.

In some cases, photographs will be sufficient for us to assess the issue and arrange an appropriate resolution.

Please contact us before disposing of any damaged items, as we may need further information to process your enquiry.

6. Handmade products and natural variations

Our paper star lanterns are carefully handmade by skilled artisans.

As a result, there may be small variations in colour, shade, print, pattern alignment or finish between individual products.

These natural differences are part of the character of handmade products and do not necessarily indicate a fault.

Colours may also appear slightly different depending on your screen settings and lighting conditions.

However, this does not affect your statutory rights if a product is faulty, misdescribed or does not meet the standards required by law.

7. Product sizing and suitability

Please check the dimensions and product information provided on each product page before placing your order.

Our paper star lanterns are decorative products designed for use with suitable LED lighting.

They must not be used with candles, naked flames, incandescent bulbs or other unsuitable heat sources.

We cannot accept responsibility for damage resulting from misuse or failure to follow appropriate product safety instructions, without limiting any liability that cannot lawfully be excluded.

8. Exchanges

We cannot always offer direct exchanges.

If you would prefer a different colour, design or size, the simplest option is usually to return the original item in accordance with this policy and place a new order.

Please email hello@paperstarlights.com before returning your original item so we can advise you on the process.

This does not affect your statutory rights where goods are faulty, incorrect or misdescribed.

9. Items that cannot be returned

Certain products may be excluded from our voluntary change-of-mind returns policy, including:

• Personalised or custom-made products

• Gift cards

• Items that have been used, damaged or altered after delivery

• Items that do not meet the conditions of our voluntary 28-day returns policy

Certain statutory cancellation exemptions may also apply, including goods made to a customer's specifications or clearly personalised.

These exclusions do not remove any statutory rights relating to faulty, incorrect or misdescribed goods.

Sale and discounted items remain subject to applicable statutory consumer rights.

10. Refund processing

Once a return has been received and inspected, we will process the appropriate refund.

Refunds will normally be issued to the original payment method used for the order, unless otherwise agreed.

Please allow additional time for your bank or payment provider to make the funds available.

For statutory cancellations and faulty goods, refunds will be processed within the timescales required by law.

For eligible returns under our voluntary 28-day policy, refunds will be processed promptly after the returned items have been received and checked.

Where a reasonable handling deduction applies under our voluntary returns policy, the amount will be communicated before the return is arranged.

11. Returns address

Please contact us by email before sending a return, so we can provide the appropriate instructions.

Once your return has been arranged, items should be sent to:

Paper Starlights
Unit 4
Whitting Valley Road
Chesterfield
Derbyshire
S41 9EY
United Kingdom

Please include your order number inside the parcel.

We recommend using secure packaging and a tracked delivery service.

Customers exercising their statutory cancellation rights may also return goods in accordance with their rights under applicable law without requiring prior approval.

12. Purchases from third-party retailers

If you purchased Paper Starlights products through an independent shop, marketplace, event trader or another website, please contact the retailer who sold you the goods.

The retailer who completed the sale is responsible for handling your applicable consumer rights and returns enquiries.

We are unable to issue refunds directly for purchases made through third-party sellers.

13. Contact us

If you have any questions about returns, refunds, cancellations or your order, please get in touch.

Email: hello@paperstarlights.com

Business: Easy Action Ltd, trading as Paper Starlights

Address: Unit 4, Whitting Valley Road, Chesterfield, Derbyshire, S41 9EY, United Kingdom

We're always happy to help and will do our best to resolve any issues as quickly and fairly as possible.

This returns policy does not affect your statutory consumer rights.