This policy applies to the pre-order and combined pre-order shipping options currently offered by our store. These are one-time purchases, not subscriptions, and do not renew automatically.
Payment and dispatch
Payment is collected in full when the order is placed. There is no remaining balance or scheduled automatic charge for this purchase before or after dispatch. Estimated dispatch dates are provided on the product page and in your order information.
Pre-order items in the same order ship together according to the latest estimated dispatch date. To receive in-stock products sooner, order them separately from pre-order items; shipping charges apply to each order.
Pre-order purchase limits and order review
To give more customers the opportunity to buy and experience Paper_Tracker at official prices, and to reduce reselling and stockpiling, purchase limits may apply to the second international early-bird pre-order batch.
We reserve the right, to the extent permitted by applicable law, to manually review and cancel orders where there are multiple clearly duplicate orders to the same shipping address, unusual bulk purchases or similar patterns. These measures aim to allocate the limited pre-order availability for this batch fairly. Thank you for your understanding and cooperation.
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.
Requesting a change or cancellation
Email support@papertracker.top with your order number and the change or cancellation you are requesting.
Standard product orders may be cancelled within one (1) hour of ordering, provided they have not entered fulfillment, manufacturing, cutting, calibration, packaging, dispatch or equivalent processing. After that window, change-of-mind cancellations may no longer be available, except where required by applicable law.
Custom prescription lenses and other personalized products may generally only be changed or cancelled within one (1) hour of ordering. Once production, lens cutting or other individualized processing begins, change-of-mind returns and refunds are not available, except where required by applicable law.
Refunds and fees
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.
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 delivery-related cancellations, the 6% refund processing fee and other deductions do not apply.
Your consumer rights
Where EU consumer withdrawal rules apply, ordinary goods normally carry a 14-day withdrawal period after receipt, including ordinary pre-order goods. Custom prescription products and digital content may have legal exceptions. Statutory withdrawals are not subject to our 6% processing fee. The Return and Refund Policy explains the procedure, delivery costs and refund deadlines.
This policy does not limit any non-waivable statutory cancellation, withdrawal, return, repair, replacement or refund rights. See our Return and Refund Policy for full conditions and exceptions, and our Shipping Policy for delivery arrangements.
