Returns & Refunds

At PrintShopKE Paper Supplies, we want you to be completely satisfied with your purchase. If something is not right, we are here to help. This policy explains how returns and refunds work for products purchased on supplies.printshop.ke.

1. Return Eligibility

You may return a product within 7 calendar days of delivery, provided the following conditions are met:

• The product is unused and undamaged— paper must not be creased, torn, stained, or exposed to moisture.
• The product is in its original sealed packaging. For reams, the manufacturer's shrink wrap must be intact. For boxes or cartons, the factory seal must not be broken.
• You have proof of purchase (order number, email confirmation, or receipt).
• The return request has been approved by our team before the item is shipped back.

2. Non-Returnable Items

The following items cannot be returned or exchanged:

• Opened reams or packs— once the manufacturer seal is broken, paper quality cannot be guaranteed for resale.
• Custom-cut or made-to-order paper— products cut or trimmed to your specifications.
• Items damaged by the customer after delivery (e.g., water damage, ink stains, improper storage).
• Clearance or “final sale” items marked as non-returnable at the time of purchase.
• Products returned after 7 days from the delivery date.

3. How to Initiate a Return

Follow these steps to request a return:

4. Damaged or Defective Goods

If you receive a product that is damaged in transit or is defective (e.g., water-damaged reams, misprinted labels, wrong GSM weight), please:

• Contact us within 24 hours of delivery.
• Provide your order number along with clear photographs showing the damage or defect, including the packaging.
• Do not discard the damaged item or packaging until our team has reviewed your claim.

For confirmed damaged or defective goods, we will offer you a choice of:

• A full replacement shipped at no additional cost to you, or
• A full refund including the original delivery fee.

We will arrange collection of the damaged goods at our expense where feasible.

5. Wrong Item Received

If you receive an item that does not match your order (wrong paper type, size, GSM, brand, or quantity):

• Contact us within 48 hours of delivery with your order number and photos of the item received.
• We will ship the correct item to you at no additional charge.
• We will arrange the return of the incorrect item at our expense.

6. Refund Methods & Processing Times

Refunds are issued to the original payment method used for the purchase:

Processing times begin after the return has been received and inspected. You will receive a confirmation email or SMS once the refund has been initiated.

7. Return Shipping Costs

• Change of mind returns: The customer is responsible for return shipping costs. The original delivery fee is non-refundable.
• Damaged, defective, or wrong items: PrintShopKE Paper Supplies will cover return shipping costs in full.

8. Exchanges

We do not offer direct exchanges. If you would like a different product, please initiate a return for the original item and place a new order for the desired product. This ensures the fastest turnaround.

9. Cancellations

You may cancel an order before it has been dispatched by contacting us immediately. Once a shipment is in transit, cancellations are not possible — you may instead follow the standard return process after delivery.

For orders cancelled before dispatch, a full refund will be issued within 1–3 business days.

10. Contact Us

For any return or refund enquiries, please reach out to our team:

• Email: orders@printshop.ke
• Phone / WhatsApp: 0746174084
• Address: Royal Plaza, 2nd Floor, Room C4, Kirinyaga Road, Nairobi

Our customer service team is available Monday to Friday, 8:00 AM – 6:00 PM, and Saturday, 9:00 AM – 1:00 PM (EAT).