Effective Date:
Thank you for shopping with Pango. Every Pango garment is thoughtfully designed in Australia and made in California using premium natural materials. We want you to be completely satisfied with your purchase. If something isn't right, we're here to help.
Returns
We accept returns of eligible full-priced items within 30 days of delivery.
To be eligible for a return, items must be:
- Unworn
- Unwashed
- In their original condition
- Free from stains, fragrances, or damage
- Returned with all original tags attached
- Returned in their original packaging where possible
We reserve the right to refuse returns that do not meet these conditions.
Made-to-Order & Pre-Order Items
Many Pango products are produced on a made-to-order or pre-order basis.
Because production begins specifically for your order, made-to-order and pre-order purchases cannot be cancelled or refunded once production has commenced, except where required by applicable consumer law.
If a made-to-order or pre-order item arrives damaged, faulty, or incorrect, we will repair, replace, or refund the item in accordance with applicable consumer protection laws.
Exchanges
If you require a different size, we are happy to exchange eligible items, subject to stock availability.
If your requested size is unavailable, we may offer:
- Store credit
- A refund, where applicable
- An alternative product
Customers are responsible for return shipping costs unless the item is faulty or we made an error with your order.
Faulty or Incorrect Items
If your order arrives damaged or defective, or you receive the wrong item, please contact us within 7 days of receiving your order.
Please include:
- Your order number
- A description of the issue
- Photographs showing the problem
Once assessed, we will arrange a replacement, repair, or refund at no additional cost to you.
Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
If approved, your refund will be issued to your original payment method.
Please allow 5–10 business days for your financial institution to process the refund after it has been issued.
Original shipping charges are non-refundable unless the return is due to our error or a faulty product.
Return Shipping
Unless the item is faulty or incorrect, customers are responsible for the cost of returning items.
We recommend using a tracked shipping service, as we cannot be responsible for returns lost in transit.
Sale Items
Sale, clearance, and promotional items are considered final sale and cannot be returned or exchanged unless required under applicable consumer law.
Gift Cards
Gift cards are non-refundable and cannot be redeemed for cash, except where required by law.
Australian Consumer Law
Nothing in this policy excludes, limits, or modifies any rights or remedies you may have under the Australian Consumer Law.
Where a product has a major failure, Australian consumers are entitled to a replacement or refund and, where applicable, compensation for any reasonably foreseeable loss or damage.
California & United States Customers
This policy is intended to operate alongside applicable federal and state consumer protection laws. Where local law provides additional rights, those rights will apply.
How to Start a Return
To request a return, exchange, or report a faulty item, please contact us before sending your item back.
Email: help@shop-pango.com
Please include:
- Your name
- Your order number
- The reason for your return
- Photographs, if applicable
We will provide return instructions once your request has been reviewed.
Questions
If you have any questions regarding this Returns & Refund Policy, please contact us: