Refund and Returns Policy
Returns & Refund Policy
Overview
At PAVERO, we are committed to providing high-quality flooring products and professional customer support across Europe. Please review our returns and refund policy carefully before placing an order.
Due to the nature of flooring products and our made-to-order production model, specific conditions apply to returns, cancellations, and refunds.
Order Production & Custom Manufacturing
Most PAVERO flooring products are manufactured or prepared specifically for customer orders through scheduled production cycles. For this reason, certain products may not be eligible for cancellation or return once production has started.
Customers are encouraged to carefully review product specifications, quantities, colors, and technical details before confirming an order.
Return Eligibility
Returns may be accepted within 14 calendar days from the date of delivery, in accordance with applicable European consumer protection regulations, provided that:
- The product has not been installed, used, cut, or modified
- The product remains unopened and in its original packaging
- The returned items are in resalable condition
- Proof of purchase or order confirmation is provided
Returns requested after this period may not be accepted.
Non-Returnable Items
The following items are generally non-returnable:
- Made-to-order or custom-manufactured products
- Products manufactured specifically for a customer project
- Installed, used, damaged, or altered flooring
- Opened packaging or incomplete boxes
- Clearance, discounted, or sale items
- Sample orders
- Digital/downloadable products
Damaged or Incorrect Deliveries
Customers must inspect products upon delivery.
If your order arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery and provide:
- Order number
- Photos of the product and packaging
- Description of the issue
Our team will review the case and provide an appropriate resolution as quickly as possible.
Refund Process
Once returned products are received and inspected, we will notify you regarding approval or rejection of the refund request.
Approved refunds will be processed to the original payment method within a reasonable processing period, depending on the payment provider and banking institution.
Shipping, handling, customs, and return transportation costs may be non-refundable unless the return is caused by our error.
Return Shipping
Unless otherwise agreed, customers are responsible for arranging and covering return shipping costs.
We strongly recommend using a tracked and insured shipping service for returned products. PAVERO cannot guarantee responsibility for products lost or damaged during return transit.
Return instructions and return authorization must be obtained from our support team before sending any products back.
Exchanges
Exchanges may be offered only in cases where products are confirmed to be defective, damaged during transport, or incorrectly delivered.
Replacement availability depends on stock, production schedules, and product availability at the time of the request.
Order Cancellations
Orders may only be canceled before production, processing, or shipment has begun.
Once a made-to-order product enters production scheduling or manufacturing, cancellation requests may no longer be possible.
Contact & Support
For any questions regarding returns, refunds, damaged products, or order support, please contact our customer service team through the contact information available on:
Our team will be happy to assist you.
