Refund policy

Return & Refund Policy

Last updated: August 2026

At Pacto Gear, we want you to be completely happy with your purchase. If something isn’t right, we’re here to help.

30-Day Returns

We offer a 30-day return period for eligible purchases.

You have 30 days from the date you receive your order to request a return for a change of mind.

To be eligible for a change-of-mind return, your item must:

Be unused and in its original condition
Be free from dirt, stains, damage or excessive wear
Include the original packaging and accessories where reasonably possible
Be returned with proof of purchase

We reserve the right to refuse a change-of-mind return if the product has been used, damaged or returned in a condition that is not suitable for resale.

Change-of-Mind Returns

If you simply change your mind about your purchase, you may return the product within 30 days, provided it meets the requirements above.

Customers are responsible for the cost of return shipping for change-of-mind returns.

Once we receive and inspect the returned product, we will issue a refund to your original payment method.

Original shipping charges are generally non-refundable for change-of-mind returns.

Faulty, Damaged or Incorrect Products

If your product arrives damaged, defective, faulty, or is materially different from what you ordered, please contact us as soon as reasonably possible.

Please include:

Your order number
A description of the issue
Photos or videos showing the problem

We may ask you to provide additional information so we can assess the issue.

Where a product does not meet the guarantees required under the Australian Consumer Law, you may be entitled to a repair, replacement or refund depending on the circumstances.

You do not lose your rights under the Australian Consumer Law by following this Return & Refund Policy.

If the issue is covered by the Australian Consumer Law, Pacto Gear will provide the remedy required by law.

Damage Caused by Misuse

Our products are designed to be used as described in the product listing and provided instructions.

A return, refund, replacement or other remedy may not be available where damage has resulted from misuse, abuse, accidents, improper assembly, modification, or use outside the product’s intended purpose, except where required by Australian Consumer Law.

Exchanges

If you would like to exchange an item because you changed your mind, please contact us within 30 days of receiving your order.

Exchanges are subject to product availability and the returned product meeting our change-of-mind return requirements.

If the requested replacement is unavailable, we may provide a refund instead.

Sale Items

Sale items are eligible for returns in accordance with this policy.

Your Australian Consumer Law rights are not affected by a product being discounted or purchased during a sale.

How to Request a Return

To request a return, contact us at:

Email: [YOUR CUSTOMER SERVICE EMAIL]

Please include your order number and the reason for your return.

Do not send products back to us without first contacting us and receiving return instructions.

Once your return request has been approved, we will provide you with the relevant return instructions.

Return Shipping

For approved change-of-mind returns, the customer is responsible for return shipping costs.

Where a product is faulty, defective, damaged on arrival, incorrect, or otherwise covered by an applicable consumer guarantee, Pacto Gear will handle return shipping in accordance with the Australian Consumer Law and the circumstances of the issue.

Refunds

Once we receive your returned product, we will inspect it and notify you whether your refund has been approved.

If approved, your refund will be processed to the original payment method.

Please allow additional time for your bank or payment provider to process the refund and for the funds to appear in your account.

If a returned product does not meet the requirements for a change-of-mind return, we may contact you to discuss the available options.

Missing or Incorrect Orders

If your order arrives with an incorrect item or an item is missing, please contact us as soon as possible with your order number and details of the issue.

We will investigate the issue and work with you to resolve it.

Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law or any other applicable law where those rights cannot lawfully be excluded, restricted or modified.

Our products come with consumer guarantees that cannot be excluded under Australian law. Depending on the circumstances, if a product has a major failure, you may be entitled to a refund or replacement. For a minor failure, we may be entitled to repair or replace the product within a reasonable time.

This policy is intended to operate alongside, and not replace, your rights under Australian Consumer Law.

If you have any questions about returns, refunds or your order, please contact us:

Pacto Gear
Email: Pacto Gear

We are always happy to help.