Last Updated: September 10, 2026
This Return and Refund Policy applies to products and services sold by PAPER TRACKER TECHNOLOGY LIMITED under the Paper_Tracker brand.
This Policy is a voluntary store policy except where mandatory law provides stronger consumer rights. Nothing in this Policy limits any non-waivable statutory rights that apply to you.
Second international early-bird batch: full refund if delivery is unavailable
For orders in the second international early-bird batch of Paper_Tracker Kits, if we confirm that the parcel cannot be delivered to your shipping address or that no shipping service is available, we will notify you, cancel the order and refund the full amount paid to us for the order, including any shipping charges. No refund processing fee will apply.
For these cancellations, the 6% refund processing fee and other deductions described in this policy do not apply.
Orders cancelled by us
If we cancel an unfulfilled order because of purchase limits, stock availability or our order review, we will refund all amounts paid to us for the cancelled order, including shipping charges, without a processing fee. For a partial cancellation, we refund the cancelled items and any shipping charges attributable to them; the remaining order is unchanged. For these seller-initiated cancellations, we initiate the refund without undue delay and normally within 10 business days of our cancellation decision, subject to any earlier legal deadline.
Statutory withdrawal rights, including EU orders
Where EU consumer withdrawal rules apply, you normally have 14 calendar days after receiving ordinary goods to notify us that you wish to withdraw, without giving a reason. You may also notify us before delivery. A pre-order is not a custom product merely because it ships later. Other mandatory local rights remain applicable.
Goods made to your specifications or clearly personalised, such as prescription lenses, may be exempt from this change-of-mind right. This does not remove your rights where goods are defective or not as agreed. Digital content is subject to the separate consent conditions in section 4.
To withdraw, email support@papertracker.top with your order details and a clear statement of your decision. For a statutory withdrawal, we do not charge the 6% fee and refund the payments required by law, including the cost of our least expensive standard delivery option. Extra charges for a more expensive delivery option need not be refunded. You bear the direct return cost only where permitted by law and disclosed before purchase.
1. Standard Product Order Cancellations
Standard product orders may be cancelled within one (1) hour after the order is placed, provided the order has not entered fulfillment, manufacturing, cutting, calibration, packaging, dispatch, or any equivalent processing stage.
After that one-hour window, change-of-mind cancellations may no longer be available except where required by mandatory law.
Our voluntary cancellation and return conditions apply only where mandatory law does not give you stronger rights. Any processing fee is subject to the conditions and exclusions in section 9.
2. Custom Products
Customized, made-to-order, or clearly personalized products, including custom lenses and products manufactured according to your prescription, measurements, specifications, or individualized requirements ("Custom Products"), may only be changed or cancelled within one (1) hour after the order is placed unless mandatory law requires otherwise.
Once production, lens cutting, customization, configuration, or equivalent individualized processing has begun, Custom Products are non-returnable and non-refundable for change-of-mind reasons except where required by law.
You are responsible for ensuring that the prescription, fitting data, and customization information you submit are accurate. We are not responsible for errors resulting from information provided incorrectly by you.
Our voluntary cancellation and return conditions apply only where mandatory law does not give you stronger rights. Any processing fee is subject to the conditions and exclusions in section 9.
3. Change-of-Mind Returns After Shipment
Except where mandatory law requires otherwise, or where a product page or written offer expressly states a different return right, we do not accept change-of-mind returns after shipment.
If mandatory law gives you a statutory cooling-off or withdrawal right, that right will apply according to the law that governs your purchase.
Our voluntary cancellation and return conditions apply only where mandatory law does not give you stronger rights. Any processing fee is subject to the conditions and exclusions in section 9.
4. Digital Content, Software, and Feature Unlocks
Digital content, software licences, firmware, subscriptions, downloadable files and feature unlocks may be supplied or activated at your request. Any limitation or loss of a statutory cooling-off or withdrawal right applies only when the conditions required by applicable law have been met. Where the law requires prior express consent to immediate supply and acknowledgement of the resulting loss of that right, we will obtain that consent and acknowledgement separately.
Where permitted by applicable law, once such performance begins, your statutory cooling-off or withdrawal right may be reduced or lost.
Except where required by law, digital content and software that have already been delivered, downloaded, provisioned, or activated are non-refundable.
Our voluntary cancellation and return conditions apply only where mandatory law does not give you stronger rights. Any processing fee is subject to the conditions and exclusions in section 9.
5. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, missing parts, materially not as described, or materially incorrect, please contact us at support@papertracker.top as soon as reasonably possible and, where possible, within seven (7) calendar days after delivery.
Please include your order number, a description of the issue, and reasonable supporting evidence such as photos, videos, screenshots, or diagnostic information.
Depending on the circumstances and applicable law, we may offer troubleshooting, replacement parts, repair, exchange, price reduction, refund, or another appropriate remedy.
If a refund is approved because of a verified product defect, shipping damage for which we are responsible, a missing or incorrect item, or another seller error, the refund processing fee in Section 9 will not apply.
6. Lost, Returned, Refused, or Undeliverable Shipments
If a parcel appears lost, contact us so we can investigate with the carrier. We do not charge you for a loss or delivery failure for which we are responsible.
Where a parcel is returned or cannot be delivered because of incorrect information supplied by you, refusal to cooperate with required customs clearance, or other circumstances for which you are responsible, we may deduct only lawful, reasonable and documented costs actually incurred, such as return shipping, redelivery, customs or storage. We will explain each deduction. The same cost will not be charged twice. Statutory rights and the full-refund exceptions in this policy take priority.
7. Return Authorization and Conditions
Do not send products back without contacting us first and obtaining return instructions where required.
Returned items should, where reasonably possible, include all accessories, cables, documentation, and original packaging.
We may reject returns that are not eligible under this Policy, are materially altered, are damaged through misuse, or are sent back without authorization where authorization was required, except where prohibited by law.
8. Return Shipping Costs
For statutory withdrawals, return costs and the refund of standard outbound delivery follow the statutory-rights section above. For voluntary non-defective returns accepted by exception, you pay the disclosed return costs where lawful. Original delivery charges are excluded only where the applicable rules allow.
For a verified defect, damage for which we are responsible or another seller error, we cover reasonable necessary return costs and any further costs required for a legally free remedy. Taxes or fees paid directly to customs or carriers are handled under their applicable recovery procedures; this does not reduce amounts we must reimburse under law.
9. Refund Processing Fee, Method, and Timing
A 6% processing fee applies only to a customer-requested cancellation or change-of-mind refund accepted under our voluntary store policy, where the fee is lawful and was disclosed before purchase. We explain its amount before processing the refund. It is calculated on the approved refund amount before that fee; it is not added to a separate payment-processing or refund-handling charge for the same transaction.
No processing fee applies to statutory withdrawal or other mandatory remedies, defects, missing or incorrect goods, delivery damage for which we are responsible, other seller errors, or orders cancelled by us because of purchase limits, stock availability or our review. The second-batch delivery-unavailable full-refund rule also takes priority.
Other deductions are limited to costs or reductions specifically permitted by law and this policy, supported by an explanation. We do not duplicate costs between deductions and the 6% fee.
Refunds normally use the original payment method. We handle requests without undue delay. For voluntary refunds, we normally initiate payment within 10 business days after approval; this internal process does not extend any legal deadline. Bank or payment-provider posting times can differ.
For an EU statutory withdrawal, reimbursement is due without undue delay and normally within 14 calendar days after we receive your withdrawal notice. Where the law permits, we may withhold it until we receive the goods or evidence that you sent them back, whichever occurs first; this does not apply where we offered to collect them. We comply with any earlier applicable legal deadline.
10. Chargebacks and Payment Disputes
Before initiating a chargeback or payment dispute, we encourage you to contact us first so that we can attempt to resolve the issue directly. This does not limit any rights you may have under applicable law or through your payment provider.
11. Contact Information
For cancellations, return requests, refund requests, or delivery issues, contact:
Paper_Tracker Legal Entity: PAPER TRACKER TECHNOLOGY LIMITED
Email: support@papertracker.top
