‌Effective Date: September 5, 2026‌

This Refund and Returns Policy applies to all orders placed on the official website of Fiducial Office Solutions S.A., www.fiducialoffice.com. As a dedicated online destination serving 63k+ happy customers, with 97.3% customer satisfaction and 5+ years of experience curating premium desktop stationery and office supplies, we design all our policies to deliver clear, fair, and transparent shopping experiences for every user. Our team of stationery lovers has built this policy on the core rule that ‌no pure “refund only” requests without product return are permitted under any circumstances‌, to maintain operational fairness for all our customers while protecting our product quality standards. All terms below outline your rights and obligations when initiating a return process with our platform, to help you resolve any potential issues with your purchased items smoothly.

1. Core Non-Negotiable Rule: No Refund-Only Requests

We explicitly state that 100% full or partial refund requests submitted without returning the physical purchased product to our designated return address will be automatically rejected. This policy applies to all product categories sold on our website, including all our desk mats, pen holders, desktop storage organizers, and other office supplies, and no exceptions will be made for any customer, regardless of order value. This rule is established to prevent fraudulent refund claims, eliminate unauthorized misuse of our products before requesting compensation, and ensure we can keep our product pricing competitive and affordable for every member of our user community. Once you submit a valid return request that meets our policy requirements, you will only be eligible to receive your corresponding refund after we have received, inspected, and confirmed the returned item meets our return condition standards.

2. Eligibility Conditions for Return Applications

You can submit a return application for your purchased items within 30 calendar days from the date you successfully sign for the delivery of your order. To be eligible for a valid return, the following conditions must all be satisfied:

• The returned product must be in its original resalable condition, with no obvious signs of long-term wear, intentional damage, staining, or modification caused by human factors. The original manufacturer packaging, including tags, instruction manuals, and included accessories that came with the item, must all be returned together with the product.
• You must provide the valid order number related to the items you wish to return, as well as a few clear photos that show the actual condition of the product, to help our support team verify your request quickly.
• Customized, personalized stationery items that are produced strictly according to your exclusive requirements are not eligible for return, unless the items have confirmed manufacturing quality defects.
• Items marked as final sale on our product pages, promotional clearance items that are sold at a 50%+ discount, are not eligible for return unless they arrive with confirmed damage during the shipping process.

Please note that the following scenarios do not qualify for a valid return request, and we will reject all related submissions:

• You no longer need the product after receiving delivery, but refuse to send the physical item back to us and only request a full or partial refund.
• You attempt to return an item that has been severely damaged due to improper use, incorrect maintenance, or intentional misuse after you receive the product.
• You submit a return application more than 30 calendar days after the date you signed for your order delivery.

3. Return Process You Need to Follow

To start a valid return, you first need to contact our customer support team via the email vepruz@fiducialoffice.com, or call our office line +352 26389932 during our 9AM – 6PM (Mon – Fri) office hours, and provide your order number and related product condition photos. Our team will review your request within 2 business days, and if your application meets all our eligibility conditions, we will send you the detailed designated return address and related operation guidance.

You will need to arrange the return shipping service and send the items back to the address we provide. For return requests caused by our confirmed manufacturing quality defects or our shipping mistakes, we will fully cover the reasonable standard return shipping costs for you, and we will issue the corresponding shipping compensation after we receive and inspect the returned items. For return requests initiated for personal reasons including but not limited to changing your mind about the product, ordering the wrong size, or selecting the wrong color, you will be responsible for covering all return shipping costs. We strongly recommend that you choose a trackable shipping method for your return, to avoid the risk of lost parcels during the return transit process.

Once our warehouse team receives your returned parcel, we will conduct a complete quality inspection within 3 business days. We will confirm that the returned item meets all our return eligibility conditions, and no damage or missing accessories are found. After the inspection is approved, our finance team will process your corresponding refund to your original payment method. The refund will be credited back to your account within 5 to 10 business days, depending on the processing speed of your payment service provider.

4. Product Quality Guarantee and Special Scenario Arrangements

All our products are tested for long-term daily office and study use, but in very rare cases, individual items may arrive with unexpected manufacturing defects or damage caused during the shipping process. If you receive a damaged or defective product, you still need to follow our return procedure to send the original item back to us, after which we can arrange for you to choose either a full refund processed to your original payment account, or an equivalent free replacement product with free re-shipping service. We never offer direct refund-only solutions for such scenarios, as returning the defective items allows our quality control team to identify root causes of the issue, preventing similar problems from affecting more of our 63k+ happy customers in future orders.

If you accidentally receive an incorrect item that does not match the product you ordered, you are not allowed to keep the incorrect item and request only a refund for your original order. We will provide you with a pre-paid shipping label for you to send the incorrect product back to us, and after we receive the returned incorrect item, we will arrange for the correct product to be shipped to you for free, or process the full corresponding refund to your original payment account.

5. Partial Return Rules

For orders that contain multiple products, you can submit a partial return request for part of the items in the same order, but you still need to send all the items you intend to partially return back to us first. We will only process the corresponding partial refund after we receive and inspect those returned items. We will not approve any partial refund requests that ask to keep the related items and only get a percentage of the order amount returned to your payment account.

6. Contact Information for Return Related Inquiries

If you have any questions about our returns and refund procedures, or need clarification on any terms in this policy, you can reach out to our support team at any time via the following channels:
‌Company Name‌: Fiducial Office Solutions S.A.
‌Website‌: www.fiducialoffice.com
‌Email Address‌: vepruz@fiducialoffice.com
‌Physical Address‌: 1-7 Rue Nina et Julien Lefèvre, L-1952 Luxembourg, Luxembourg
‌Contact Phone Number‌: +352 26389932