Refund & cancellation

Cancelling an order

Any order can be cancelled free of charge before it is dispatched. Email us with the order reference as soon as you can — orders are usually Dispatched within 24 hours, so the window is short.

Prepaid orders cancelled before dispatch are refunded in full, including any amount attributable to shipping. Once a parcel has been handed to the courier it can no longer be cancelled, but it can be returned under the sections below.

What can be returned

Within 7 days of delivery, we accept back:

• Reams and packs that are unopened and still in their original mill wrap, with the wrap intact and unpunctured.
• Boxed rolls with the box seal unbroken.
• Any item that arrived damaged, wet, mis-cut, short-supplied or different from what was ordered — see below.

The item must be in resaleable condition, complete, and accompanied by the invoice or order reference.

What cannot be returned

• Opened reams or packs, where the return is a change of mind rather than a fault.
• Stock that has been cut, trimmed, folded, printed on or otherwise used.
• Paper damaged after delivery by damp storage, sunlight, or being stored on edge.
• Custom-cut, custom-converted or specially indented stock made to your specification.
• Requests raised more than 7 days after delivery.

Damaged, wet or wrong stock

None of the restrictions above apply when the fault is ours or the courier's. If a parcel arrives visibly wet or crushed, refuse it at the door — water damage to paper is permanent and irreversible.

If you only notice after opening, photograph the outer box and the affected stock and email us within 48 hours of delivery. We replace or refund transit-damaged, water-damaged, mis-cut, short-supplied and wrongly-supplied stock at our own cost, and we arrange and pay for the pickup. Opened packs are accepted in these cases.

How to start a return

1. Email support@ganeshapapers.com with your order reference and what is wrong.
2. Attach photographs where the stock is damaged or incorrect — it lets us approve the return the same day.
3. We confirm the return and arrange a pickup, or give you a return address if pickup is unavailable at your PIN code.
4. Keep the stock in its wrap and box until it is collected.
5. Once it reaches us we inspect it, usually within 2 business days of arrival, and confirm the refund by email.

Return pickup is free where the fault is ours. Where the return is a change of mind, the courier's return charge is deducted from the refund.

Refund timelines

We issue the refund within 2 business days of approving it. The remaining time is with the banks and payment networks and is outside our control. A refund reference is emailed to you the moment it is issued, so you have something to quote to your bank if it does not arrive.

Where a discount coupon was used, the refund is of the amount actually paid. Coupons are not reinstated after a change-of-mind return.

Exchanges

We do not process direct exchanges, because holding one order open while another is picked delays both. Return the unopened stock for a refund and place a fresh order for what you actually want — it is faster in practice, and we will prioritise the replacement order if you tell us it relates to a return.

Bulk and special orders

Bulk orders above ten reams, standing supply arrangements and custom-cut or specially indented stock are governed by the terms quoted with that specific order, which may restrict returns because the stock was brought in for you. We set that out in writing before you commit, never afterwards.