Return Policy
14-Day return policy
At Pagani Design, our goal is to ensure you enjoy your shopping experience to the fullest. However, if you are not satisfied with your order, we offer a 14-day return policy from the date of receipt. Request a return from the “My Orders” section of the customer area or send us an email at support@paganidesignusa.com.
Return Process
To initiate a return or exchange, please request the return through your order in the customer portal or email us at sales@paganidesignusa.com with your order details and your intention to return or exchange the item. We will not accept return requests after 14 days from the delivery date.
Buyers from Germany, the USA, Spain, the UK, Mexico, Australia, Italy, and France will receive a free return label. For other countries, return shipping costs will be the customer’s responsibility.
Once the return label has been provided via email, the customer has 14 calendar days to ship the return. If the return is not sent within this period, the label will expire, and the return request will no longer be valid. If the watch is sent after the deadline, we do not guarantee receipt or refund of the item.
How to Return Items
If you need to return an item, please follow the instructions provided in your return confirmation email.
Important: If you made your purchase through Klarna, you do not need to inform Klarna about the return. The "report a return" option in Klarna is only for filing a claim if the store has not processed your refund within a reasonable time after receiving the return.
Products Not Eligible for Free Returns
Please note that special edition items, limited edition watches, personalized products, and custom-made designs are not eligible for free returns. These items can only be returned at the customer’s expense, provided they meet our return requirements.
Requirements for a Return
To proceed with a return, the product must be in perfect condition, without signs of use, damage, or wear, and must include all original elements (manuals, accessories, promotional items, etc.). If the product is returned without its original packaging or is damaged, it may suffer depreciation. We accept returns for products with manufacturing defects, shipping errors, or discrepancies with the order placed.
Once the product is received and its condition verified, we will process the refund of the purchase price within 14 business days using the same payment method used for the purchase.
Defective or Incorrect Items
If you receive a defective or incorrect item, please contact us within 72 hours of receiving the order, providing clear photographs and your order number to sales@paganidesignusa.com. You may choose to receive a replacement or a full refund.
Missing Items
If an item is missing from your package, please do not worry. Sometimes items are shipped separately due to weight restrictions or different warehouses. If you have not received all items after a week, contact us with your order number and a description of the items received.
Cancellations
If you wish to cancel your order, contact us as soon as possible at sales@paganidesignusa.com. Please note that orders are processed automatically and, in general, cannot be canceled once processed. If cancellation is not possible, we will assist you in managing the return.
Fraudulent Chargebacks and Disputes
We are always happy to assist you with any issues regarding your order. Our team is here to help, and while response times may be longer during high-demand periods, we guarantee that your request will be addressed.
However, if a customer fraudulently files a chargeback with their bank after receiving their product, we reserve the right to ban them from future purchases. Similarly, disputes opened through PayPal without prior communication will delay the resolution of your return, as refunds can only be processed once the dispute is closed. We encourage customers to reach out to us first so we can resolve any concerns quickly and efficiently.
