Avenida de Portugal 35, C.P. 45600, Talavera de la Reina, Toledo, Spain

+34 925 804 017‌

[email protected]

ALMA STATIONERY

Refund and Returns Policy

Effective Date: October 11, 2026‌

This Refund and Returns Policy is officially issued by ALMA STATIONERY ECOM SL, with our registered and operational address at Avenida de Portugal 35, C.P. 45600, Talavera de la Reina, Toledo, Spain, contact telephone number +34 925 804 017‌, and dedicated support email for return-related inquiries at [email protected]. This policy applies to all stationery and desk organizer purchases placed through our official e-commerce platform ALMA STATIONERY, and is formulated in full compliance with EU Directive 2011/83 on Consumer Rights, Spanish Royal Legislative Decree 1/2007 on General Consumer Protection regulations, and all applicable local commercial rules. At ALMA STATIONERY, every pen holder, sticky note set, desk mat and desktop storage product we sell has been hand-tested by our team to guarantee reliable performance through busy workdays and long study sessions, and this policy is designed to create a fair, transparent return system that protects both our customers and our operational integrity. We explicitly state at the very outset that ‌no pure “refund only” requests are permitted under any circumstances‌. All valid refund claims must be paired with the physical return of the delivered product, and we will never issue a full or partial monetary refund to any customer who retains possession of the purchased stationery item, with no exceptions except for instances where the product arrives in a confirmed total loss state during transit, which will be verified via official courier damage assessment documentation. This rule is non-negotiable, as it prevents fraudulent claims, ensures we can continue to offer our competitively priced, hand-tested quality stationery products to all our customers without unfair cost burdens, and maintains equal treatment for every shopper in our community.

1. General Return Eligibility Rules

All customers who place an order on our platform qualify to submit a return application within 14 calendar days from the date they physically receive their ordered stationery products, in line with the EU 14-day withdrawal period requirement. To be eligible for a valid return that can be processed for subsequent refund or exchange, the returned item must meet all of the following criteria:

  • The product must be returned in its original, unaltered condition, with all original factory packaging, labels, protective wrapping, and included accessories fully intact. The item must not show signs of heavy daily use, scribbles, permanent stains, water damage, intentional modifications or any form of damage caused by the customer after delivery.
  • The returned product must not be classified as a non-returnable item listed later in this policy. Perishable custom engraved stationery items, personalized desk mats printed with custom customer designs, and hygiene-sealed products such as custom printed sticky note packs with broken seals are not eligible for return for hygiene and personalization reasons.
  • Customers must provide their original order number, the exact name of the product they intend to return, and a clear photograph showing the condition of the item when submitting their return application via our support email at [email protected].
  • ‌Critical Rule Reiteration‌: Under no circumstances will we approve any “refund only” application that does not involve the customer sending the physical product back to our designated return warehouse address. Any claim requesting a full or partial refund while the customer keeps the purchased stationery will be automatically rejected immediately, with no further negotiation. We only process refund requests after our warehouse team has completed a full inspection and confirmed that the returned item meets all return eligibility standards.

2. Step-by-Step Return Process

To ensure your return request can be processed smoothly and efficiently, please strictly follow the full, formal return procedure outlined below, skipping no required steps:

  1. Before sending any product back to us, you must first submit a formal return application to our support team at [email protected] within the 14-day eligibility window. Please include your order number, the specific SKU of the product you wish to return, and a brief description of the reason for your return. Our support team will review your application and reply to you within 2 working days, sending you our official designated return warehouse address in Talavera de la Reina, as well as a unique return authorization number that you must clearly mark on the outer packaging of your return parcel. Returns sent to us without a pre-assigned authorization number will not be accepted, and may be sent back to you at your own cost.
  2. Carefully pack the stationery product you intend to return, making sure it is properly protected with cushioning material to avoid damage during the return transit process, just as it was when we originally shipped it to you. Do not write directly on the original product packaging of the item, and do not stick shipping labels directly onto the product’s factory packaging.
  3. Ship the return parcel using a trackable, insured courier service, and keep the original shipping tracking receipt provided by the courier for your own records. Unless the return is caused by our confirmed error, such as us shipping the wrong product or the item arriving with manufacturing defects, you will be responsible for covering the full cost of the return shipping fee. For returns caused by our verified mistakes, we will provide you with a pre-paid shipping label so you do not need to pay any return shipping cost at all.
  4. Send the return tracking number to our support team via email after you dispatch the return parcel, so we can monitor its delivery status in real time. After our warehouse team receives your returned parcel, our dedicated quality inspection team will carefully examine the item within 3 working days to confirm it meets all return eligibility requirements.
  5. ‌No Refund Before Product Inspection‌: We will never initiate any refund process before we have physically received and inspected your returned product. If you contact our support team to request a refund before you have shipped the product back to us, or while you still keep the product in your possession, our team will inform you clearly that no “refund only” request can be approved, and guide you to complete the full return shipping process.

3. Refund Processing Terms

Once your returned product has passed our full inspection and is confirmed to meet all return eligibility criteria, we will process your requested refund through the original payment method you used for your purchase. Please note that the entire refund processing flow may take 7 to 14 business days to complete after our inspection is finished. This processing window is not controlled by our team, as different card issuers, bank institutions and third-party payment platforms have their own independent processing schedules for reversing transactions to customer accounts. We will send you a confirmation email immediately after we have initiated the refund transaction, so you have official proof that the refund has been sent out from our side.
The total amount that will be refunded to you only includes the product price you paid at checkout. The original delivery shipping fee you paid when you received your order is non-refundable, unless the return is caused by our confirmed shipping error or the product has verified manufacturing defects. We will never process any partial or full refund requests for products that are not physically received and verified by our warehouse team, as our “no refund only” policy applies to every valid purchase made on our platform.
If you would prefer an exchange for a different stationery product instead of a monetary refund, our team can arrange that for you free of any extra administrative fees after we receive and inspect your returned item. You will only need to pay any price difference if the new exchange product is a higher-priced item than the original one you purchased, and we will cover the standard shipping cost for sending the new exchange item to your address.

4. Damaged and Defective Item Handling

If your ordered stationery product arrives with obvious manufacturing defects, or is damaged due to improper handling by the courier during the initial delivery process, you must notify our support team within 48 hours from the moment you sign for the parcel, and provide clear, detailed photos showing the damage, as well as photos of the original outer shipping packaging. Our team will verify your claim and send you a pre-paid shipping label to return the damaged item to us. As soon as we receive the damaged product, we can choose between sending you a brand new replacement unit at no extra cost, or processing your full refund via your original payment method. Even for damaged and defective item claims, we still do not approve any “refund only” requests that ask for compensation while you keep the damaged product, to prevent improper use of our damage protection policy. We will only make an exception and process a refund without requiring return of the item in the extremely rare scenario where the courier provides an official total loss confirmation document proving the product was completely destroyed in transit and can never be delivered to you, and this exception will only be approved after full verification of the official courier documentation.

5. Contact Information for Return Inquiries

If you have any questions, concerns or need clarification about any clause in this Refund and Returns Policy, or if you need help submitting a return application, you can get in touch with our dedicated return support team at any time via email at [email protected], or call our office phone number at +34 925 804 017‌ during our business hours from 9:00 AM to 6:00 PM, Monday to Friday, CET time zone. We are committed to resolving every customer’s return-related issue in a fair, transparent and timely manner, while upholding our clear rule that no pure “refund only” requests will ever be approved under any normal circumstances.