Refund & Return Policy
Last Updated: February 8, 2026
Pastura (“Pastura,” “we,” “us,” or “our”) is committed to providing high-quality agricultural products and reliable customer support. This Refund & Return Policy explains the terms under which returns, refunds, replacements, and cancellations may be accepted for orders placed through our website.
International Orders: Pastura may accept orders from multiple countries and regions, subject to product availability, shipping coverage, destination restrictions, carrier serviceability, and applicable laws and regulations.
No Cash on Delivery (COD): Orders are prepared, processed, and dispatched only after payment has been successfully confirmed.
1. Eligibility for Returns and Refunds
- Return or refund requests must be submitted within 14 days of delivery.
- Items must be unused, uninstalled, undamaged, and returned in their original packaging.
- All included accessories, manuals, inserts, and components must be returned with the item.
- Proof of purchase and the order number must be provided with the request.
Pastura reserves the right to refuse returns that are submitted without prior authorization or that show signs of use, installation, alteration, improper handling, or damage not caused by Pastura or the carrier.
2. Non-Returnable / Non-Refundable Items
- Final sale or clearance items
- Digital, downloadable, or electronically delivered products
- Customized, made-to-order, or special-order items
- Health, hygiene-sensitive, or consumable items where return is not appropriate
- Items damaged due to misuse, neglect, improper storage, improper installation, or unauthorized modification
- Items returned without original packaging or with missing parts/accessories
3. Damaged or Defective Items
If your item arrives damaged, defective, or materially different from what was ordered, you must notify us within 48 hours of delivery and provide clear photos and/or video evidence, together with your order number.
After review, Pastura may offer, at its discretion and depending on the circumstances, a replacement, a partial refund, a full refund, store credit, or another appropriate resolution.
4. Incorrect Item Received
If you receive the wrong item, please contact us within 7 days of delivery and include your order number and supporting photos. If the claim is verified, Pastura will arrange an appropriate remedy, which may include a replacement or refund.
5. Return Authorization
Do not return any item without first receiving written return instructions from Pastura. Unauthorized returns may be refused, delayed, or deemed ineligible for refund.
6. Return Shipping Costs
- Customers are responsible for return shipping costs for non-defective returns, refused deliveries, or change-of-mind requests.
- Pastura may cover return shipping costs for verified incorrect items or confirmed defects, where applicable.
Original shipping charges are non-refundable unless otherwise required by law or expressly approved by Pastura in writing.
7. International Orders, Customs, Duties, and Import Rules
For international orders, the customer is responsible for ensuring that the ordered products are permitted in the destination country and for complying with all applicable local import laws, customs requirements, certification requirements, and product restrictions.
Unless stated otherwise at checkout, the customer is also responsible for any applicable customs duties, VAT, taxes, brokerage fees, import charges, storage fees, or similar charges imposed by the destination country or carrier.
If an order is refused, abandoned, returned, delayed, seized, or destroyed due to import restrictions, customs issues, missing documentation, unpaid duties or taxes, or an incorrect or incomplete shipping address provided by the customer, Pastura may deduct the original shipping cost, return shipping cost, customs-related charges, handling fees, and any other expenses incurred from any refund, to the extent permitted by law.
8. Condition of Returned Items
Returned items must be received by Pastura in the same condition in which they were delivered, subject only to reasonable inspection. If a returned item is found to be used, damaged, incomplete, or not eligible under this policy, Pastura may reject the return or apply a partial refund, where appropriate.
9. Refund Processing Time
Once an approved return is received and inspected:
- A decision is generally issued within 5–7 business days.
- If approved, the refund will be issued to the original payment method whenever possible.
- Your bank, card issuer, or payment provider may require additional processing time before the refunded amount appears in your account.
10. Lost, Delayed, or Missing Packages
Delivery times are estimates only and are not guaranteed unless expressly stated otherwise. Pastura is not responsible for delays caused by carriers, customs processing, force majeure events, local disruptions, or incorrect address details provided by the customer.
Pastura is not responsible for packages marked as “Delivered” by the carrier but later reported missing. However, where possible, we may assist the customer in opening a carrier claim.
11. Order Cancellations
Orders may be canceled only if they have not yet been processed, packed, prepared for shipment, or shipped. Once an order has entered processing or has been shipped, cancellation may no longer be possible and the order will be subject to this Refund & Return Policy.
12. Change-of-Mind Returns
Change-of-mind returns may be accepted only with Pastura’s prior written approval and only if the item is eligible, unused, and in original condition. In such cases, the customer remains responsible for return shipping and any non-refundable payment, shipping, or handling charges.
13. How to Request a Return or Refund
To request a return, refund, replacement, or cancellation, please contact us at:
Please include:
- Your full name
- Your order number
- The product name
- The reason for your request
- Your destination country
- Clear supporting photos and/or videos, where applicable
We generally respond within 24–48 business hours, although response times may vary depending on volume and the complexity of the case.
14. Contact Us
If you have questions about this policy or need assistance, please contact: