Refund policy

We want you to love your PAK-AH-BOO purchase. If something isn't right, here's how we can help.

Personalised items

Personalised (name-engraved or name-printed) items are made to order just for you and can't be resold, so we're unable to accept change-of-mind returns or exchanges on them. Please double-check the spelling, capitals and font before ordering. This doesn't affect your rights if a personalised item arrives faulty, damaged or not as ordered - see below.

Change-of-mind returns (non-personalised items)

You can return non-personalised items within 14 days of delivery for a refund or exchange, provided they are unused, unwashed and in their original packaging with all parts included. Return postage for change-of-mind returns is paid by the customer, and original shipping costs are non-refundable.

Faulty, damaged or incorrect items

If your item arrives damaged, faulty or isn't what you ordered (including an engraving error on our part), please email us with your order number and photos. We'll arrange a replacement, repair or refund at no cost to you. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law, and nothing in this policy limits your rights under it.

Customers in the European Union (right of withdrawal)

If you live in the EU, you have the right to withdraw from your purchase within 14 days without giving any reason. The withdrawal period ends 14 days after the day you (or someone you nominate, other than the carrier) receive the last item in your order. If the last day falls on a weekend or public holiday, the period is extended to the next working day. The right of withdrawal does not apply to goods made to your specifications or clearly personalised, such as name-engraved items.

How to withdraw: log in to your account and request a return or cancellation, or email info@pakahboo.com with a clear statement that you wish to withdraw, your name, address and order number. You can also use the model withdrawal form below.
Cancelling before dispatch: you can cancel an order that hasn't shipped yet and receive a full refund. For personalised items, please contact us as soon as possible - once engraving has started we can't cancel.
Returning items: please send the items back within 14 days of telling us you are withdrawing. You pay the direct cost of returning the goods.
Refunds: we will refund all payments received from you, including standard outbound delivery costs, within 14 days of receiving your withdrawal notice, using the same payment method you used. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them back, whichever is earlier.
You are only liable for any reduced value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Model withdrawal form
To: PAK-AH-BOO, info@pakahboo.com
I hereby give notice that I withdraw from my contract of sale of the following goods: ____
Ordered on / received on: ____
Name: ____
Address: ____
Date: ____

How to start a return

Log in to your account and request a return, or email info@pakahboo.com with your order number and the reason for your return.
We'll reply with return instructions. Please don't send items back without contacting us first.
Once we receive and inspect the item, we'll process your refund to the original payment method within 5 business days. Your bank may take a few extra days to show it.

Non-returnable items

Change-of-mind returns can't be accepted for personalised items, or for items that have been used or washed, are missing parts or packaging, or were bought on final sale. This does not affect your rights for faulty, damaged or incorrect items.