Refund policy
Last Updated: June 2026
At Pacific Blue, customer satisfaction is our top priority. If you are not completely satisfied with your purchase, we offer a straightforward return policy for customers in Australia and New Zealand. Our commercial policy operates in full harmony with your statutory consumer rights under the Australian Consumer Law (ACL) and the New Zealand Consumer Guarantees Act (CGA).
About Our Business
Pacific Blue is managed from Zaragoza, Spain, by Mario Soteras García. Returns are processed at our facility in Spain. International return shipping times may vary; please allow adequate time for your return to reach us.
1. Returns Overview
| Policy Parameter | Specification |
|---|---|
| Eligible Countries | Australia & New Zealand |
| Return Window | 60 calendar days from delivery date |
| Item Condition Required | Unused, unworn, in original packaging with tags intact |
| Restocking Fee | $0 (No Restocking Fees) |
| Return Destination | Zaragoza, Spain (see address below) |
| Refund Processing Time | Within 14 calendar days after inspection |
2. Responsibility for Return Shipping Costs
| Reason for Return | Return Shipping Cost | Resolution |
|---|---|---|
| Change of Mind / Sizing Preference | Customer responsibility | Full refund of item price |
| Defective, Faulty, or Damaged Item | Covered by Pacific Blue | Free replacement or full refund including original shipping |
3. How to Initiate a Return
-
- Submit Request: Email our support team at info@pacificblueau.com within 60 days of receiving your item. Include your Order Number, full name, item name, and reason for return (with photographs if damaged or defective).
- Receive Instructions: Our team will review your request within 1–2 business days and provide return authorisation and full instructions.
- Package & Ship: Carefully pack the item in its original box. Send the tracked package to our returns address in Spain:
Pacific Blue — Returns Department Owner: Mario Soteras García Calle de San Vicente Mártir 19, principal F 50008 Zaragoza, Spain
We strongly advise using a tracked shipping carrier. Pacific Blue is not responsible for lost return shipments sent without tracking.
4. Refunds & Processing
- Once your returned item is received at our facility in Zaragoza, Spain, it will be inspected within 3 business days.
- Upon approval, your refund will be processed immediately back to your original payment method.
- Funds will appear in your account within 14 calendar days, depending on your financial institution.
5. Defective or Damaged Products
If your footwear arrives defective, damaged in transit, or incorrect, please notify us within 72 hours of delivery at info@pacificblueau.com with photo evidence. We will send a replacement at our expense or provide a full refund including return postage.
6. Order Cancellations
Orders can only be cancelled prior to processing and dispatch. If your order has already entered processing or shipment, please initiate a standard return upon receipt..
7. Contact Information for Returns
- Business Owner: Mario Soteras García
- NIF: 73106553H
- Address: Calle de San Vicente Mártir 19, principal F, 50008 Zaragoza, Spain
- Email: info@pacificblueau.com
- Phone: +34 608 561 080
- Hours: Monday–Friday, 09:00–17:00 CET