Shipping & Return Policy
1.1 Order Processing Time
All orders are processed within 2–5 business days (Monday to Friday) after payment confirmation. Orders placed on weekends or public holidays will be processed on the next working day.
1.2 Shipping Rates & Delivery
Shipping charges for your order will be calculated and displayed at checkout.
Delivery times may vary depending on your location and order size.
Local Deliveries: Usually delivered within 3–7 business days.
National Deliveries: Usually delivered within 7–14 business days.
We strive to ensure timely delivery; however, delays may occur due to circumstances beyond our control (e.g., courier delays, strikes, or weather conditions).
1.3 Order Tracking
Once your order is shipped, you will receive a shipment confirmation email containing your tracking number and carrier details. Tracking information may take up to 24 hours to become active.
1.4 Delivery Address Accuracy
Please ensure that all delivery details are correct before completing your purchase. We are not responsible for orders shipped to incorrect addresses provided by the customer.
1.5 Large / Bulk Orders
For wholesale or bulk purchases, delivery timelines and shipping costs may vary. Our logistics team will contact you directly to coordinate shipping and delivery arrangements.
2. Return & Exchange Policy
2.1 Eligibility for Returns
We want you to be satisfied with your purchase. Returns are accepted under the following conditions:
The product was damaged or defective upon delivery.
The wrong product or quantity was delivered.
The item is unused, unopened, and in its original packaging.
Return requests must be made within 7 days of delivery.
2.2 Non-Returnable Items
Due to the nature of paper products, we cannot accept returns for:
Opened reams, rolls, or sheets of paper.
Custom-cut, special-order, or personalized items.
Products damaged due to mishandling after delivery.
2.3 Return Process
To initiate a return:
Contact our Customer Service team at [sales@vaalenterprisehmpapers.com] within 7 days of receiving your order.
Provide your order number, photos of the product, and a short description of the issue.
Our team will review your request and, if approved, provide you with return shipping instructions.
Returned items must be shipped in their original condition and packaging. Customers are responsible for the cost of return shipping unless the return is due to our error (e.g., defective or incorrect product).
2.4 Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
Approved refunds will be processed to your original payment method within 7–10 business days.
Shipping fees are non-refundable, except where the return is due to our mistake.
2.5 Exchanges
If you wish to exchange an item for the same product (e.g., damaged or wrong item received), contact our customer service within 7 days of delivery. Exchanges are subject to stock availability.
3. Cancellations
Orders may be cancelled within 24 hours of placing them, provided they have not yet been processed or shipped. Once processing begins, cancellations may no longer be possible.
4. Damaged or Lost Packages
If your order arrives damaged or fails to arrive within the expected timeframe, please contact us immediately at [sales@vaalenterprisehmpapers.com] with your order number and details.
We will work with the courier company to resolve the issue promptly.