Refunds & Returns Policy

Last updated: 20 July 2026

Australian Consumer Law – Your Rights

Under the ACL, you are entitled to a replacement, repair or refund if your goods are:

• Faulty or defective
• Significantly different from the description or sample shown
• Not fit for their intended purpose

Nothing in this policy limits or excludes your rights under the ACL.

Damaged, Faulty or Incorrect Goods

If your order arrives damaged, faulty, or incorrect, please contact us as soon as possible — we recommend within 2 business days of delivery — so we can help promptly. This timeframe is a practical recommendation only. There is no fixed deadline to make a claim under the ACL: your consumer guarantee rights continue for whatever period is reasonable having regard to the nature of the Goods and the price paid, and nothing in this policy limits those rights.

Change of Mind Returns

This section deals only with change-of-mind returns, which Pakko accepts at its discretion. It does not limit your consumer guarantee rights above.

We understand that sometimes you may change your mind. Where goods are not faulty, Pakko may, at our discretion, accept a return subject to the following conditions:

• Goods must be returned within 7 days of delivery
• Goods must be unused, in new condition, and in original packaging
• Goods must be returned at your cost, in a satisfactory and saleable condition

Refunds

• Refunds will be processed once the returned goods have been received and inspected by Pakko
• Refunds are issued to the original payment method only
• Shipping and delivery charges are non-refundable
• An admin/restocking fee of a minimum of $50 (plus GST) or 30% of the total order value, whichever is greater, will be deducted from the refund amount. This fee reflects our genuine estimate of the administrative and handling costs of processing a change-of-mind return and is not a penalty (see clause 5.5 of our Terms and Conditions)

Exclusions from change-of-mind returns

These exclusions apply to change-of-mind returns only. They do not limit your consumer guarantee rights under the ACL, which continue to apply to custom-made or personalised goods (for example, if the Goods are faulty or not fit for their intended purpose).

• Custom made to size or personalised printed packaging products cannot be returned for change of mind
• Goods damaged by misuse, neglect, or incorrect storage are not eligible for a change-of-mind refund

How to Return

1. Contact Pakko at sales@pakko.com.au with your order number and reason for return

2. Our team will provide you with a return authorisation number and instructions

3. Goods must be returned to: