Refund policy

Returns & Refunds Policy

When you place an order with PARDO, a person sits down and begins making your piece. By hand. With time, attention, and skill. Every order represents real human hours dedicated entirely to you — and that is something we ask every client to hold with care before purchasing.

We believe conscious consumption begins with understanding what it means to acquire a made-to-order, artisanal object. There is no warehouse. There is no surplus stock. There is only the piece being made for you, and the hands making it.

Made-to-Order & Right of Withdrawal

Every PARDO piece is made to order, by hand, for you specifically. Nothing is produced in advance. No stock is held. Each piece comes into existence solely because you chose to order it.

Under EU consumer law, Directive 2011/83/EU defines "goods made to the consumer's specifications" as non-prefabricated goods made on the basis of an individual choice of or decision by the consumer (Article 2(4)). Every PARDO piece meets this definition exactly — it is non-prefabricated, and it is made because of your individual decision to purchase it.

Accordingly, and in accordance with Article 16(c) of Directive 2011/83/EU, the statutory right of withdrawal does not apply to the supply of goods made to the consumer's specifications. Once your order is placed and production has begun, we are unable to accept cancellations or returns based on preference or change of mind.

We ask that every purchase be made with intention.

Eligibility for Returns

Returns are accepted exclusively in the case of a verified production defect. Minor natural variations between pieces are inherent to the handcrafted process and do not constitute a defect.

Eligible return requests must be submitted within 14 days of delivery by contacting us via our Contact page.

Return Shipping

If a return is approved, PARDO will provide a prepaid DHL return label at our negotiated rates. The cost of this label will be deducted from your store credit. By using the provided return label, you consent to this deduction.

Refunds

Items are eligible for return for store credit only. Upon receipt and inspection of the returned piece, approved refunds will be issued as a store credit within 14 days of receiving the item.

As all orders are shipped Delivered Duty Paid (DDP), any import duties, customs fees, or local taxes paid at the time of shipment are non-recoverable and will not be included in the refund.

For any questions regarding this policy, please do not hesitate to contact us.