EU/UK Returns, Exchanges & Warranty

RETURNS

We are happy to accept your returned garment for a full refund so long as it is unworn (of course you can try it on), unwashed and in new condition with the tags attached.

All returns must be made within 30 days from receipt.

Please allow 3-5 business days upon arrival of your returned item(s) to be processed and for your refund to occur. A credit will be issued to the original credit card for the item(s') amount. You will receive an email notification when your credit has been processed.

UK Returns: A prepaid Royal Mail label will be provided for all UK returns.

EU Returns: For EU returns we will refund up to €10 upon receipt of postage.

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EXCHANGES

At present to exchange an item we request you obtain a refund for the unsuitable item(s) using the above returns process and place a new order for the preferred size. Any postage charge will be refunded for the new order and we will look forward to getting your items shipped to you!

All UK/EU enquiries please contact either via customerservice-uk@pactimo.com or UK/EU WhatsApp. Please ensure to quote your name and order number on all communication.

CANCELLATIONS

Once your order is placed, we cannot guarantee cancellation or an order edit. Please contact customerservice-uk@pactimo.com or Pactimo UK/EU WhatsApp immediately to request your change including essential information. Assuming we are unable to meet your request, please treat your order like a return or exchange.

REPAIRS/WARRANTY

Pactimo merchandise has an extended two-year warranty from the date of purchase to the original owner against defects in materials and workmanship barring normal wear and tear.

Pactimo will replace or repair any garment to restore its original function without charge. If the product is no longer available to be replaced, we may replace it instead with a like-product.

We believe in the quality of our products and want you to enjoy your Pactimo garments for as long as possible. As such, we stand by our commitment to repair or replace defective garments. However, please remember that all good things must come to an end, including your most beloved garments. (For example, no chamois can last forever.) Therefore, our warranty does not include product failures resulting from normal wear, misuse, improper care, or accidents. Normal wear includes the inherent deterioration of materials and colours over a prolonged time and/or with heavy use. Additional examples include abrasion marks, thinning materials and fading logos.

If you have a warranty claim, please send a photo (or multiple photos) to customerservice-uk@pactimo.com with the subject heading “Warranty Claim” and your Order #. Make sure to also include a detailed description of the issue you are experiencing.

We will have one of our representatives reach out with additional instructions.

If you are asked to send back your garment(s), we request they are washed and cleaned. If not, we cannot process the item(s) and will send them back to you. After we receive and process your warranty claim (3-5 business days), it may take up to 2 weeks to repair, reship and have your item(s) delivered. Our turn-around time may vary depending on the season.

Shipment costs must be paid by the shipper. We recommend purchasing insurance as we are not liable for items lost during transit.

Please return the warranted items to:
Pactimo Ltd, 25-27 Edward Street, Portadown, BT62 3NE, Northern Ireland.

Be sure to include your contact information (name, address, phone number, email address) along with a description of the product defect.

For questions, contact the following:
UK/EU Customer Service
customerservice-uk@pactimo.com
Pactimo UK/EU WhatsApp