Return and Refund Policy

Last Updated: May 14, 2026

This Return and Refund Policy applies to products and services sold by PAPER TRACKER TECHNOLOGY LIMITED under the Paper_Tracker brand. This Policy is provided in English and Chinese for convenience. To the maximum extent permitted by applicable law, the English version prevails in the event of any inconsistency.

This Policy is a voluntary store policy except where mandatory law provides stronger consumer rights. Nothing in this Policy limits any non-waivable statutory rights that apply to you.

1. Standard Product Order Cancellations

1. Standard product orders may be cancelled within one (1) hour after the order is placed, provided the order has not entered fulfillment, manufacturing, cutting, calibration, packaging, dispatch, or any equivalent processing stage.
2. After that one-hour window, change-of-mind cancellations may no longer be available except where required by mandatory law.

2. Custom Products

1. Customized, made-to-order, or clearly personalized products, including custom lenses and products manufactured according to your prescription, measurements, specifications, or individualized requirements ("Custom Products"), may only be changed or cancelled within one (1) hour after the order is placed unless mandatory law requires otherwise.
2. Once production, lens cutting, customization, configuration, or equivalent individualized processing has begun, Custom Products are non-returnable and non-refundable for change-of-mind reasons except where required by law.
3. You are responsible for ensuring that the prescription, fitting data, and customization information you submit are accurate. We are not responsible for errors resulting from information provided incorrectly by you.

3. Change-of-Mind Returns After Shipment

1. Except where mandatory law requires otherwise, or where a product page or written offer expressly states a different return right, we do not accept change-of-mind returns after shipment.
2. If mandatory law gives you a statutory cooling-off or withdrawal right, that right will apply according to the law that governs your purchase.

4. Digital Content, Software, and Feature Unlocks

1. For digital content, software licenses, firmware, downloadable files, subscriptions, feature unlocks, or electronically delivered items, you expressly request immediate performance when you click to download, activate, provision, or start using them.
2. Where permitted by applicable law, once such performance begins, your statutory cooling-off or withdrawal right may be reduced or lost.
3. Except where required by law, digital content and software that have already been delivered, downloaded, provisioned, or activated are non-refundable.

5. Damaged, Defective, or Incorrect Items

1. If your order arrives damaged, defective, missing parts, materially not as described, or materially incorrect, please contact us at support@papertracker.top as soon as reasonably possible and, where possible, within seven (7) calendar days after delivery.
2. Please include your order number, a description of the issue, and reasonable supporting evidence such as photos, videos, screenshots, or diagnostic information.
3. Depending on the circumstances and applicable law, we may offer troubleshooting, replacement parts, repair, exchange, price reduction, refund, or another appropriate remedy.

6. Lost, Returned, Refused, or Undeliverable Shipments

1. If a shipment appears lost in transit, please contact us promptly so we can investigate with the carrier.
2. If a shipment is refused, unclaimed, undeliverable due to incorrect address information, or returned because the customer failed to complete customs clearance, we may deduct return shipping, redelivery, customs, storage, handling, payment-processing, and other incurred costs from any refund, to the extent permitted by law.
3. If local law gives you a stronger right, that stronger right controls.

7. Return Authorization and Conditions

1. Do not send products back without contacting us first and obtaining return instructions where required.
2. Returned items should, where reasonably possible, include all accessories, cables, documentation, and original packaging.
3. We may reject returns that are not eligible under this Policy, are materially altered, are damaged through misuse, or are sent back without authorization where authorization was required, except where prohibited by law.

8. Return Shipping Costs

1. Unless mandatory law requires otherwise, customers are responsible for return shipping costs for non-defective returns that are accepted by exception.
2. For approved returns relating to verified damage, defect, or seller error, we may cover reasonable return shipping or provide an alternative remedy.
3. Original shipping charges, customs duties, taxes, brokerage fees, and local handling fees are non-refundable unless required by law or caused by our error.

9. Refund Method and Timing

1. If a refund is approved, we will normally issue it to the original payment method unless otherwise agreed or required by law.
2. After approval, we usually initiate the refund within ten (10) business days, but the time it takes for funds to appear may depend on your bank, card issuer, payment platform, or payment method.
3. If a partial refund is appropriate, we will explain the basis for the deduction or reduction.

10. Chargebacks and Payment Disputes

Before initiating a chargeback or payment dispute, we encourage you to contact us first so that we can attempt to resolve the issue directly. This does not limit any rights you may have under applicable law or through your payment provider.

11. Contact Information

For cancellations, return requests, refund requests, or delivery issues, contact:

Paper_Tracker Legal Entity: PAPER TRACKER TECHNOLOGY LIMITED

Email: support@papertracker.top

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