Refund policy

Cancellations

Cancellations must be requested within: 5 days from the date of purchase. After 5 days, only 75% of the total amount is eligible for refunding. If work has already started on the ordered items, no cancellations will be accepted.

Returns

Items must be dispatched back to Pastos Co within 30 days of delivery.

Buyers are responsible for return postage costs. Alternatively, the item can be returned in-person to Pastos Co.

Custom orders, customised items and all studio desks are not eligible for returns, exchanges and refunds. If any customised items are returned back to Pastos Co without prior agreement, no refunds will be issued.

To be eligible for a return, your item must be in its original condition, unused, and in its original packaging. 

To start a return, you can contact us at returns@pastos.co. If your return is accepted, instructions will be provided on how and where to send your package. Items sent back to us without first requesting a return will not be accepted and no refunds will be issued.

Damages and issues 

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Please contact us to report any issues or damage about your delivered order within 14 days of delivery.

If the damage is repairable, a free-of-charge repair kit will be sent to you with easy to follow instructions on how to carry out the repair. If the damage is not repairable, a replacement will be sent to you.

No credits or refunds will be issued until all goods have been returned back to Pastos Co.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return. If full refund is approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Chargebacks

We strive to provide excellent service and work with you to resolve any issues. If you’re dissatisfied with your purchase, please contact our support team first to address the matter.

Unauthorised Chargebacks

Initiating a chargeback without first allowing us the opportunity resolve the issue may lead to the following consequences:

  • Return Window: Filing an unwarranted chargeback will not pause the return window. If a chargeback is filed but denied by the bank or card issuer, and the return period has passed, no returns, exchanges or refunds will be accepted.

  • Future Purchases: Customers who file an unauthorised chargeback may face restrictions on future purchases.

  • Debt Collection: In case of a fraudulent chargeback where a refund was obtained under false claims and goods are not returned, debt collection efforts may be initiated.

By completing a purchase on our website, you agree to this chargeback policy and understand the outlined consequences.