1. When we refund
We refund eligible returns (see the Returns Policy), orders we cancel, and faulty, damaged or incorrect items. Items that have been written in, opened or used are not eligible unless faulty.
2. Method & timing
Refunds are issued to your original payment method via Stripe. Once approved, we process the refund within 3 business days; it typically appears on your statement within 5–10 business days depending on your bank. Original shipping is refunded only where the item was faulty or the order was our error.
3. Partial refunds
We may issue a partial refund if a returned item shows signs of use, is missing parts, or is not in resalable condition.
4. Membership refunds
Paperlane Club is billed in advance. You can cancel any time from the customer portal and keep access until the end of the paid period; we don't pro-rate part-periods. Lane Studio seasonal boxes that have already shipped are non-refundable unless faulty.
5. Duties & taxes
Import duties or taxes charged by the destination country are set by local authorities and are not refundable by us.
6. How to request a refund
Email support@thegeneralstoreuk.shop with your order reference. This policy is provided in line with Stripe's best-practice guidance and does not affect your statutory rights under the law of England and Wales.