FAQ Returns and Refunds
Christmas Extended Return Period
Orders placed between November 15 and January 10 can be returned until January 15 of the following year, or within 14 days of receipt, whichever is later.
How do I start a return?
Returns are managed directly through your customer account.
- Log in at account.paganidesign.com
- Go to My Orders and select the order you wish to return.
- Click Request a Return and follow the instructions.
- Once approved, you’ll receive a confirmation email with all return and shipping details.
This ensures faster handling and real-time updates of your return or exchange status.
What are the return requirements?
To qualify for a return:
- The request must be submitted within 14 days of receiving the product, or within the extended holiday period.
- The item must be unused and in perfect resale condition, including all original packaging, labels, and accessories.
- The return must be shipped in the original protective box and packaging to prevent damage during transit.
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All items received in the order must be returned together, including gifts or complimentary items such as leather strap sets.
If any accessory or promotional product is missing, the refund amount may be reduced proportionally.
If the item shows signs of use or wear, or if parts are missing, a partial refund may apply.
Which items cannot be returned or refunded?
The following items are not eligible for return or refund:
- Gift cards.
- Promotional or discounted items (e.g., complimentary leather straps or cases).
These cannot be returned individually or separately from the main product. - Customized or engraved watches.
- Items returned outside the authorized time frame.
What if my item arrives damaged or defective?
If your order arrives defective or damaged, please contact us within 7 days of delivery through your customer account or email support@paganidesignofficial.com.
Include photos or a short video showing the issue — our quality control team will review your case and arrange a replacement or an alternative solution promptly.
Can I exchange an item?
Yes. Exchanges are accepted if the item meets all return requirements.
Once approved, the replacement product will be shipped after we receive and inspect the original one.
Shipping costs for exchanges are the customer’s responsibility, unless the product is defective.
What are the refund options?
Refunds can be issued as:
- A refund to your original payment method (credit card, PayPal, crypto, etc.).
- Store credit for future purchases, if preferred.
How long does the refund process take?
Once your return is received and inspected, you’ll be notified by email.
If approved, your refund will be processed within 5–7 business days.
Please note that some banks or payment providers may take additional time to post the funds to your account.
My question isn’t here
If you need help or further clarification, contact our team through your customer account or at support@paganidesignofficial.com — we’ll be glad to assist you.
Important Notes
- Return shipping costs are at the customer’s expense, unless the item is defective.
- Returns and exchanges are available only for purchases made on PaganiDesign.com or authorized regional stores.
- Products purchased from unauthorized sellers or marketplaces are not eligible for returns, exchanges, or warranty services.
