Refund policy

At Pagnian Imports, we are committed to ensuring your satisfaction. This Refunds & Returns Policy operates in line with our Terms & Conditions and the Australian Consumer Law (ACL).

1. Change of Mind Returns

If you wish to return an item because you have changed your mind, we will accept returns within 7 days of receiving your order, provided that:

  • The product is in new, resaleable condition (unused, unassembled, in its original packaging, with all accessories and manuals included).

  • The original plastic wrapping or security seal is intact.

  • Proof of purchase is supplied.

  • You cover the return shipping costs.

If approved, you may choose one of the following (less a 10% restocking fee):

  • A refund to your original payment method

  • Store credit

  • An exchange

⚠️ If the box has been opened, or the product has been used or assembled, it will be classified as second-hand. In such cases, Pagnian cannot authorise a return or provide a refund.

2. Incorrect or Misdelivered Products

If your order has been delivered incorrectly due to an error by Pagnian:

  • The return will be arranged at Pagnian’s cost.

  • The correct product will then be dispatched at Pagnian’s cost.

  • Returned items must be in their original, unopened packaging and unused condition.

  • If the packaging has been opened, or the product has been used or assembled, it will be treated as second-hand and not eligible for return.


3. Damaged, Faulty, or Misdescribed Products

Please inspect your order immediately upon delivery. If your item is defective, damaged, or not as described:

  • Contact us at support@pagnianimports.com.au within 7 days of receipt.

  • Provide photos, proof of purchase, and details of the issue.

  • We may request troubleshooting steps before approving a return.

Where required by the Australian Consumer Law, you may be entitled to:

  • A replacement

  • A store credit

  • A repair

  • A full refund

For major failures, you may choose a refund or replacement. For minor issues, we may offer repair, replacement, or store credit.

4. Refund Process

  • Refunds will only be issued once the item is returned and inspected.

  • If approved, refunds will be processed to your original payment method within 10 business days.

  • You will receive an email confirmation once your refund has been processed.

  • If your refund request is denied, you will be notified and return shipping back to you may be invoiced before the item is sent.

5. Exclusions – Non-returnable Items

We cannot accept returns for:

  • Sale or clearance items (unless faulty)

  • Gift cards

  • Items damaged after delivery due to misuse, negligence, or improper assembly

  • Items used for commercial purposes (unless specified as commercial-grade)

6. Warranty Claims

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

  • Warranty claims must be lodged via our RMA Form or by contacting support.

  • If approved, Pagnian will provide return instructions and a prepaid return label (where applicable).

  • If a warranty claim is denied, return shipping back to you may be invoiced.

7. Contact Us

For all return, refund, or warranty enquiries, please contact:

📧 support@pagnianimports.com.au

📞 1300 262 574