FRANK STATIONERY

Refund and Returns Policy

Effective Date: September 26, 2026

At FRANK STATIONERY LIMITED, we have always been dedicated to curating stationery that makes every writing moment feel great, from smooth-writing pens and well-crafted notebooks to multi-functional pen holders that add a clean stylish touch to your desk without taking extra space. This Refund and Returns Policy outlines all clear, fair terms for product returns, exchanges and related arrangements for purchases made through our official website www.frankstationerystore.com. This policy is designed to protect the legitimate rights of both our customers and our business, and ‌we explicitly emphasize that pure no-return partial or full only-refund requests are not permitted under any circumstances‌, to maintain consistent fairness for all our stationery shoppers.

1. General Eligibility for Return Requests

All eligible return requests must be submitted within 30 calendar days from the date you receive your stationery order. To be qualified for a return, the items you send back must meet all the following requirements:

  • The products must be in original, unused, resalable condition, with all original factory labels, packaging and accessory parts intact. Items that show obvious signs of use, damage caused by improper operation, stains or modifications made after delivery will not be accepted for return.
  • You are required to provide the original order confirmation email, order number, and clear photos of the item condition to help our support team verify your return application efficiently.
  • All customized or personalized stationery products that are made according to your exclusive requirements, clearance sale items marked as “final sale”, and disposable stationery products such as opened gel pens, used sticky notes or notebooks with written content are not eligible for return.

We strictly do not process any “only-refund” requests that do not involve returning the physical stationery items to our designated return address. If you submit a request asking for a full or partial refund without returning the ordered products, our support team will notify you of our policy and guide you to start the standard product return process, and we cannot approve your one-sided only-refund application under normal conditions.

2. Approved Return Process

If your return request is confirmed to meet all our eligibility rules, our customer support team will send you a formal return confirmation email along with the designated local return address in New Zealand within 3 working days after we receive your application:

  1. Pack the stationery items you plan to return securely in a suitable shipping package, to avoid damage during the return transit. Remember to include a printed note with your order number and contact information inside the package to help us match your returned items to your order record quickly.
  2. You will be responsible for covering the return shipping fees, unless the return is caused by our confirmed errors, such as we shipped the wrong product model, sent incorrect stationery color, or the items arrived with manufacturing defects that are not caused by transit damage.
  3. Send the package via a trackable courier service, and keep the return tracking number properly until the whole process is completed. We do not take responsibility for lost return packages that do not have available tracking information.
  4. Once our warehouse team receives and fully inspects your returned items and confirms all the returned goods meet our return eligibility requirements, we will proceed with the corresponding exchange or store credit arrangement within 5 working days.

3. Available Remedy Options After We Process Your Return

Since pure only-refund requests are not permitted, once your return is verified and approved, you can choose one of the following two remedy options based on your own preference:

  • ‌Product Exchange‌: You can choose to exchange the returned item for an identical correct, undamaged stationery product, or switch to another stationery product of equal or higher value (you will only need to pay the price difference for higher value items). For example, you can exchange a damaged multi-functional pen holder for a new intact one, or replace a wrong-color notebook for the exact color variant you originally ordered. We will arrange the new item shipment for you as soon as possible, with no extra shipping fees charged within New Zealand.
  • ‌Store Credit‌: You can choose to convert the total value of your returned items to non-expiring store credit that can be used for any future purchases on www.frankstationerystore.com. You can use the store credit to grab your favorite new arrivals of stationery, pick top-rated stationery items from our best sellers range, or buy lovely desk accessories that make notes fun, and enjoy fast, hassle-free delivery with your new order.

4. Special Circumstance Arrangements

In very rare extreme scenarios where the returned item is confirmed by our quality inspection team to have severe manufacturing defects, and the identical replacement product is completely out of stock with no restock timeline available in the foreseeable future, our support team will contact you directly to discuss a mutually acceptable special arrangement, even in such cases, we will first offer you alternative exchange options or extra-value store credit as the priority solution, and a direct cash full refund will only be considered as the absolute last resort when all other feasible remedies are not available.

We do not accept any only-refund requests that are based on your personal dislike of the product after delivery, accidental wrong ordering, or the situation where you claim the item is lost after signing for the package. For damaged items caused by courier transit, you can provide us with the outer package damage photos immediately after receiving the parcel, and we will assist you to file a claim with the courier partner, instead of supporting an only-refund application.

5. How to Contact Our Support Team for Return Related Inquiries

If you have any questions about our Refund and Returns Policy, need to submit a return request, or want to check the processing status of your existing return application, you can reach out to our dedicated support team through the following official channels:

  • Official Contact Email: [email protected]
  • Contact Phone: +64 9 431 4251
  • Postal Address: C/O Jason Holdaway, 90B Estuary Drive, Mangawhai 0505, New Zealand