Before the customer checks out, we want the position on returns to be perfectly clear. PAPER ESSENCE SDN. BHD. 202601027746 (1689842-H) is committed to sending the correct product in good condition, and our Return, Refund & Exchange Policy sets out the only circumstances in which goods come back to us.
1. When a return or refund is possible
Items sold are not exchangeable or refundable, with four exceptions:
The merchant sent the wrong item.
What arrived does not match what the website advertised — its specifications, description, features or information.
The item was spoiled, damaged or defective on delivery.
The delivery ran beyond the timeline that the company’s Shipping Policy sets out.
2. Evidence the customer must provide
Every claim has to be backed by proof, so we ask for all of the following:
A clear, continuous unboxing video showing the unopened parcel, the shipping label, the packaging and the item received.
A clear video of the item’s first use, where that applies.
Any photographs, order details or supporting documents the company requests.
3. How a request is submitted
Requests reach our customer support team at paper_essence@outlook.com, and they must arrive within 24 hours of the item being received.
A request that comes in later than that 24-hour window, or that lacks the evidence above, will not be accepted.
For any question about a return, refund or exchange, reach us through any of the channels below:
📧 Email: paper_essence@outlook.com
🏢 Address: NO 196-C, JALAN MACHANG BUBOK TAMAN MACHANG BUBOK 14020 BUKIT MERTAJAM PULAU PINANG
🌐 Website: https://paperessence-sb.com/contact-us/