Refund policy

At Pacano, we want to ensure that you have a satisfactory shopping experience. We understand that returns may sometimes be necessary, so please review our refund and return policy below.

1. Return Period

We offer a 30-day return window from the date your order is delivered. If more than 30 days have passed since delivery, unfortunately, we will be unable to offer a refund or exchange.

2. Return Eligibility

To be eligible for a return, your item must meet the following requirements:

Unused and Undamaged

The item must be unused, undamaged, and in the same condition in which it was received. It must not show signs of wear, misuse, alteration, or damage caused after delivery.

Original Packaging

The item should be returned in its original packaging. When the original packaging is unavailable, the item must be placed in suitable protective packaging to prevent damage during return transit.

Product-Specific Eligibility

Certain products may have additional return restrictions due to their nature. These may include hygiene-related products, perishable goods, personalized products, or other items that cannot be resold.

For information about the return eligibility of a specific product, please contact us at hello@pacanco.com.

3. How to Request a Return

To initiate a return, please follow the steps below:

Contact Customer Support

Email our customer support team at hello@pacanco.com within the 30-day return period. Please include your order number, the item you wish to return, and the reason for your return request.

Return Approval and Instructions

Once your return request has been reviewed and approved, our support team will provide you with return instructions and, where applicable, a Return Merchandise Authorization number.

Please do not return any products without first contacting us. Unauthorized returns may not be accepted or processed.

Securely Package the Item

Pack the item securely in its original packaging or similar protective packaging. Make sure all included accessories, components, manuals, and promotional items are returned with the product.

Return Shipping

Customers are responsible for return shipping costs unless the return is caused by an incorrect, damaged, or defective product supplied by Pacano.

We recommend using a trackable shipping service and retaining your shipping receipt until your return has been completed. Pacano is not responsible for returned packages that are lost or damaged during transit.

4. Return Inspection and Refunds

After we receive your returned item, our team will inspect it to confirm that it meets the return eligibility requirements.

If the return is approved, your refund will be processed using the original payment method used for the order.

Refund Coverage

Approved refunds will cover the purchase price of the returned item. Original shipping, delivery, handling, and return shipping charges are non-refundable unless the return resulted from an error made by Pacano.

Refund Processing Time

Once a refund has been issued, it may take several business days to appear in your account. The exact processing time will depend on your bank, card issuer, or payment provider.

5. Exchanges

We do not process direct product exchanges. To receive a different item, size, or variation, please return the original item by following the return process above and place a new order for the desired product.

This approach helps ensure that your preferred item can be dispatched without unnecessary delays.

6. Non-Returnable Items

Certain products cannot be returned, including but not limited to:

Gift cards
Downloadable or digital products
Personalized or custom-made items
Perishable goods
Opened hygiene or personal-care products
Products marked as final sale or clearance
Items returned in a used, damaged, or incomplete condition

Please review the relevant product description before purchasing or contact hello@pacanco.com for clarification.

7. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If an item is damaged, defective, or different from the product you ordered, contact us promptly at hello@pacanco.com.

Please include your order number, a description of the issue, and clear photographs or videos showing the product and packaging. Our support team will review the information and provide an appropriate solution, which may include a replacement, refund, or other resolution.