Refund policy

1. Right of Withdrawal (EU Consumers)

In accordance with EU consumer protection law and EU Directive 2023/2673, you have the right to withdraw from your purchase within 14 days from the day on which you, or a third party designated by you (other than the carrier), receives the goods, without giving any reason.

To exercise your right of withdrawal, you may use either of the following methods:

Online withdrawal form: Use the withdrawal button available in your customer account on our store. After submitting the form with your name and order reference, you will receive an automatic confirmation email.
Email: Contact us at hello@pavilion-europe.com, clearly stating your decision to withdraw.

The withdrawal period expires 14 days from the day you receive the goods. It is sufficient to send your withdrawal notice before the 14-day period has expired.

2. Conditions for Returns

Upon withdrawal, returned products should ideally:

Be unused and undamaged;
Be returned in their original packaging, including all accessories and documentation.

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. The absence of original packaging does not invalidate your right of withdrawal, but may result in a deduction from the refund to reflect any loss of value.

For collectible items, original and undamaged packaging — including any sealed elements — is essential to the product's value. If packaging has been opened or damaged beyond what is necessary to inspect the item, we reserve the right to apply a deduction to the refund reflecting the diminished value of the goods.

3. Return Process

To initiate a return after exercising your right of withdrawal:

Submit your withdrawal via the online form in your customer account, or contact us at hello@pavilion-europe.com;
Wait for our return instructions;
Send the products to the address provided within 14 days of notifying us of your withdrawal.

Please do not return products without prior authorisation.

4. Return Shipping Costs

Unless otherwise stated, return shipping costs are borne by the customer. We will inform you of this cost before you complete your return.

If the return is due to a defective or incorrect product, we will cover the reasonable return shipping costs.

5. Refunds

Once the returned products are received and inspected, we will process your refund within 14 days of receiving the goods, using the same payment method used for the original transaction, unless expressly agreed otherwise. We may withhold the refund until we have received the goods back.

6. Exceptions to the Right of Withdrawal

The right of withdrawal does not apply to:

Products made to the consumer’s specifications or clearly personalized;
Sealed goods that are not suitable for return due to health or hygiene reasons, once unsealed;
Products that have been used beyond what is necessary to establish their nature, characteristics and functioning.

7. Defective or Non-Conforming Products

If you receive a defective or non-conforming product, please contact us immediately at hello@pavilion-europe.com. We will assess the issue and provide an appropriate remedy in accordance with applicable consumer law.

8. Contact Information

For any questions regarding returns or refunds, please contact us at:
hello@pavilion-europe.com

Last updated: June 2026