Refund policy

QUILLAVERN is operated by PAPERHAVEN STATIONERY LLC.

30-Day Returns

You may request a return or exchange within 30 days after receiving your order. Contact support@quillavern.com with your order number and the item you wish to return. You do not need to give a reason for a change-of-mind return.

Please send the item back within 14 days after notifying us. We will provide return instructions and a prepaid return label. Return postage is free, including where the designated return destination is outside the United Kingdom. We do not charge a restocking fee.

Return Condition

For our additional change-of-mind return period after the statutory cancellation period, items must be unused and complete, with their original packaging where reasonably available. Notebooks, planners and reading journals must not have been written in. Pouches, organisers, document folios and book sleeves must be free from stains, washing, alterations and signs of use.

These additional conditions do not restrict your statutory cancellation rights or your rights where goods are faulty, damaged or not as described.

Your UK Cancellation Rights

You may cancel an online purchase without giving a reason within 14 days after the day you receive the goods. If one order is delivered in separate parts, this period generally begins after you receive the last item.

After notifying us, you have a further 14 days to return the goods. You may inspect them as you would in a shop. Where permitted by law, we may deduct an amount for loss of value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Opening packaging for reasonable inspection does not automatically invalidate a return.

Faulty, Damaged or Incorrect Items

Contact us if an item arrives damaged, is incorrect, or develops a fault. Photos can help us assess the issue, but we will not make them an absolute condition of exercising your legal rights.

For faulty or misdescribed goods, you normally have a short-term right to reject them within 30 days of delivery. Rights to repair, replacement, a price reduction or a refund may continue after that period. We cover the necessary return or collection costs.

Exchanges

Return shipping and standard delivery of the replacement item are free. Exchanges depend on availability. If the replacement has a different price, we will agree any additional payment or refund with you before proceeding. If no suitable replacement is available, you may choose a refund.

Refunds

Refunds are made to the original payment method unless you expressly agree otherwise, without a refund fee.

For statutory cancellation returns, we refund without undue delay and no later than 14 calendar days after receiving the goods back or receiving evidence that you sent them back, whichever occurs first. If goods have not been dispatched, we refund within 14 calendar days after your cancellation notice.

When you return your entire order, we also refund the original standard delivery charge. Any premium paid for an upgraded delivery service is not refundable beyond the standard delivery amount. We do not retrospectively charge delivery because a return reduces your retained order below our free-delivery threshold.

For other accepted returns, we issue the refund within 14 calendar days after receiving the returned goods. Your payment provider may take additional time to display the credit.

Return Instructions

Please contact us for the correct return destination and prepaid label. Our published business address should not be used as a return destination unless we confirm it in the return instructions. Contacting us for a label does not make your statutory cancellation dependent on our approval.

Contact

Email: support@quillavern.com
Telephone: +1 585-706-8431
Hours: Monday–Friday, 09:00–17:00 UK time, excluding UK public holidays.

Business address:
PAPERHAVEN STATIONERY LLC
36 Broadway St
Dry Ridge, KY 41035
United States

Nothing in this policy limits your statutory consumer rights.