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Returns & Refunds

Need to return an item?

We prefer in all cases to abide by the spirit of the agreement rather than stick to the letter of the law. So if you have a problem please contact immediately and let us see how it can best be sorted out.
However, your legal rights as a consumer in the European Community are very clearly specified and nothing we say or do can affect that.

The following is an extract from European Consumer Centre Ireland

1. The right to change your mind
When you shop online you have the right to a “cooling-off” period of 14 working days where you can withdraw from the contract and return your purchases to the seller. You do not have to give any reason but bear in mind you may have to pay for the cost of returning the goods.
Exceptions to this right include

  • Goods which are made to your specifications or which are clearly personalised
  • Audio or video recordings or computer software which has been unsealed by the consumer e.g. DVDs, software installation CDs which have the seal removed
  • Services that have already begun, with the consumer’s agreement, before the end of the 14-working day period
  • Goods which are liable to deteriorate or expire rapidly e.g. perishable goods
  • Gaming and lottery services
  • Goods or services the price of which is dependent on fluctuations in the financial market which cannot be controlled by the supplier
Where a consumer exercises their right of withdrawal, the trader is obliged to refund them within 14 days.

2. The right to clear information
EU online sellers must provide you with detailed information, including their contact details, the main characteristics of the product or service and the total cost of the product, including all taxes and delivery charges.
Before the contract is concluded the trader must give you the following specific information in a clear manner.
  • The name and address of the supplier
  • The main characteristics of the good/service
  • The price including taxes and delivery costs and how payment is to be made
  • How the goods are to be delivered or how the service will be performed
  • That a right to cancel exists
  • The minimum duration of the contract
  • How long it will be open to you to enter into the contract on these terms
  • The cost of the communication between the parties if it is above a basic rate
  • How the contract may be cancelled
  • Any guarantees and after sales services that are available
  • The conditions for terminating the contract if it is of unlimited duration or for longer than one year

3. The express right to refund for delayed or non-delivery
Your purchase should be delivered within 30 days unless you agree otherwise with the seller.
If the goods are unavailable, the seller must inform you and refund you any monies paid within 30 days. The seller can offer you alternative goods if:
  • You have consented to this before the contract is made, and
  • You have been informed that the seller cannot charge you postage costs in the event that you want to return these ‘equivalent’ goods if you are not satisfied with them.

4. Right to redress in case of faulty goods
If an item you bought online turns out to be faulty or not as advertised, you have the same legal rights as if you had bought it in person in a store.
Under EU rules, any faults that become apparent within six months of the goods being delivered are presumed to have existed at the time of delivery. The trader may first offer the consumer a repair or replacement, but if this is not possible or turns out to be unsatisfactory, the consumer may then seek to rescind the contract and ask for a full refund. Refunds must be processed within 30 days.
The trader remains liable to the consumer for any faults that become apparent within two years of purchase – however, if a fault develops after the initial six-month period has already elapsed, the consumer may be asked to prove that the fault was not caused by misuse.

Comments, Complaints and Questions
We welcome your feedback about the Site. However, any comments, ideas, notes, messages, suggestions, or other communications sent to the Site shall be and remain the exclusive property of Klee Paper, and we may use all such communications in any manner, including reproducing, disclosing, and publishing such communications, all without compensation to you. Should you have any questions or complaints regarding violations of this Agreement, please contact us.