Returns & Refunds

Pago International PTY Ltd abides by all relevant conditions as laid out in the amended The Consumer Rights Act of 2015 which came into effect on 1 October 2015.

Delivery Times

All delivery times are estimates. We attempt to fulfil all deliveries, for stocked items, between 1 to 5 business days.

Order Cancellation Policy

Once processed, product orders cannot be cancelled and will be subject to our Returns Policy below.

You may notify us of a cancellation prior to dispatch. Please refer to the instructions under Deliveries & Returns. In cases where the cancellation is made after dispatch, the customer agrees to bear the costs of returns.

Shipping

Delivery prices quoted on the website are for shipping to Mainland UK only.

Please note, we do not ship overseas or to the Republic of Ireland. Additional delivery charges may apply for orders to Northern Ireland, the Isle of Man and certain parts of the Scottish Highlands. Please contact us for a quote.  

We expect couriered items to be delivered on the next working day unless the delivery address is in the Scottish Highlands, Northern Ireland or outside Great Britain. In these cases, courier delivery times may be longer.

Delivery & Installation

Upon delivery, it is crucial to thoroughly inspect the goods. If the parcel shows any signs of damage or significant tampering, use the terms “damaged” or “unchecked” when signing. In cases of severe damage, reject the item, and the courier will return it to Back2 International Ltd. Please promptly inform us of any such incidents via support@pagointernational.co.uk

If you identify any damage to the goods after unpacking, kindly notify us immediately. If you were unavailable during delivery, the courier will leave a card containing instructions for collection or redelivery. Otherwise, the item will be returned to us.

Returns

Our return policy allows for change of mind returns within 14 days of purchase. If you are dissatisfied with your product, please contact us to initiate the return process. The returned items must be in their original packaging and in saleable condition, free from any use, mark or damage.

If you would like us to collect the return item, a collection charge will be applied. This charge is calculated on distance from our London warehouse. The collection address must be the same as the original delivery address. Alternatively, you can clearly label and arrange to return the item at your own expense. You are responsible for the item until we confirm its receipt via email. To ensure secure delivery, we recommend using a trackable service. Additionally, by appointment only and subject to opening hours, you have the option to return items in person to our showroom located at:

Back2 International Ltd
40 Half Moon Crescent
London N1 0TJ

Faulty Items

If you believe the item you received is defective, please contact us immediately at support@pagointernational.co.uk

We may require detailed information about the fault, and in some instances, photos. Once the product is deemed faulty, our support team will remediate, refund or replace at their discretion. If a replacement is unavailable due to discontinuation or clearance, we will either provide a similar product or issue a full refund (providing it is still under warranty and the 14 days return policy, respectively). For defective item returns, we will reimburse any reasonable return costs after inspecting and confirming the fault.

Remember to include the original receipt with the item so that we can identify it as part of your order. Failure to include the receipt may result in processing delays.

Refunds

Refunds will be processed within 14 working days upon receipt of the item or in accordance with relevant legislation. Delivery charges will not be refunded unless the item is faulty. All refunds are contingent upon an inspection of the items and confirmation that they have been returned in accordance with our returns policy
 

Installation

We offer onsite chair fittings upon request within the M25. Depending on the location, an additional charge may apply for this service. For orders delivered outside the M25, fitting charges are available by quotation. Additionally, we also offer free phone support for set-up queries, an online office set-up guide, and all items that come with the manufacturer's manual.

Please contact us before ordering if you have a preference for assembled or unassembled furniture, and we will give you advice on the options available. Additionally, within the M25, we offer furniture assembly during the initial delivery if requested at the time of ordering. For an accurate quote on product installation, please contact us before ordering.

Assembly charges for orders delivered outside the M25 are available by quotation. Please note that if the delivery address changes after placing the order, any associated charges may also change.

Please note that the delivery charges provided are an estimate and may be subject to change based on a detailed review of your specific order. If any discrepancies are found, we will promptly contact you by phone within 48 hours of processing your order