Returns, Exchanges & Custom Order Policy

At Pacio Store, each product is individually manufactured based on client-selected colours, finishes, and configurations. Our collections are produced on a made-to-order basis to ensure exclusivity, craftsmanship, and attention to detail.

Please review the following policy carefully prior to placing an order.

1. Custom-Made Production

All items purchased through our website are custom manufactured according to customer specifications.

As a result:

• Orders are considered final once production has commenced.
• Returns, exchanges, or refunds are not accepted for change of mind, preference changes, or incorrect selections made during checkout.
• Cancellation requests cannot be accepted after manufacturing has begun.

By placing an order, the customer acknowledges and agrees to this custom production process.

2. Damage, Defect, or Incorrect Item

We are committed to delivering products that meet the highest quality standards. If an item arrives damaged, defective, or does not match the confirmed order, the customer must notify us within 48 hours from the time of delivery.

To initiate a claim, please provide:

• Order reference number
• Clear photographs of the item
• Photos of packaging (if applicable)
• Description of the issue

Claims submitted after the 48-hour notification window may not be eligible for review.

3. Review & Resolution

Once a claim is received:

• Our team will assess the issue and confirm eligibility.
• Where approved, Pacio Store will provide an appropriate solution, which may include repair, replacement, or an alternative resolution at our discretion.

Refunds will only be considered where repair or replacement is not feasible.

4. Return Authorisation

Returns will only be accepted when expressly approved by Pacio Store.

Approved returns must:

• Be unused and in original condition
• Include original packaging where possible
• Show no signs of misuse, modification, or external damage after delivery

Unauthorised returns may be declined.

 

5. Product Appearance & Material Variations

Our products are individually manufactured using selected materials and finishes. Minor variations in tone, texture, stitching, or finishing may occur naturally and are considered normal characteristics of the product, not defects.

Colours may also appear slightly different due to screen settings, lighting, and photography.

6. Usage & Handling

Pacio Store products are intended for professional retail and jewellery display use.

We are not responsible for damage resulting from:

• Improper handling or installation
• Misuse or abnormal conditions
• Exposure to unsuitable environments
• Third-party transport arranged by the customer after delivery

7. Product Photography Disclaimer

Product images displayed on the website are intended for visual representation only.

Jewellery, accessories, props, or decorative elements shown in photographs are not included unless explicitly stated.

8. Limitation of Liability

Pacio Store’s responsibility is limited to the repair or replacement of verified defective products. The company shall not be liable for indirect, incidental, or consequential losses arising from the use or handling of our products.