Maintain your product
Did you know, the majority of issues are resolved without customer support?
We offer maintenance videos for the most common concerns so you can get back to task sooner.
Visit our maintenance videos here
Part replacement program
Our industry leading product warranty includes part replacement for damaged or malfunctioning components. Please complete the form process below.
STEP 1.
Register your warranty
Register your warranty details, and receive an email verification.
STEP 2.
Select faulty part
In the request, select the faulty part to be replaced.
STEP 3.
Request the new part
Upon completion, our customer support team will step in to assist.
Step-by-step process:
- Register your warranty with accurate purchase details.
- Receive a confirmation email with warranty information.
- Contact our support.
- Visit our 'Order Replacement' page.
- Complete and submit the form.
- Expect delivery at the nearest possible moment.
Unsure if you are eligible for a replacement part?
Please visit the warranty page or contact our support team.
Visit the warranty page
Our category leading warranty
Up to 15 years
All of our products have market leading guarantees. This not only provides retailers with the peace of mind in selling a quality product, but also gives customers confidence that they are buying something that is built to last. No matter the range, the quantities or style, we provide industry leading warranties.
Product Warranty – Australian customers only
Pago warrants that this product will be free from defects and work as intended for the warranty period from the date of purchase by the original customer. If the product has any defects or does not work as intended during the Warranty Period, Pago will, at its election and at its expense, repair or replace the product.
This warranty does not apply:
- to cosmetic damage;
- to damage caused by consumables used in connection with the product (such as cleaning products);
- where the product has not been used in accordance with all provided instructions;
to damage arising from fair wear and tear; - where the product has not been subject to reasonable use;
- where the product has been intentionally or negligently damaged; and/or
- if the customer has attempted to repair the product.
To make a claim under this warranty, please email support@pagointernational.com.au
This warranty is provided in addition to any rights you may be entitled to under the Competitions & Consumer Act 2010.
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Register your product
Register your product in order to be able to use our warranty system at any time.
AFRDI level 6 certification
Pago International has received certification from The Australasian Furnishing Research and Development Institute (AFRDI) for many of its brands and ranges. Furntech- AFRDI is an independent, not-for-profit technical organisation providing standards, testing, product certification and research for buyers and sellers of furniture.
The purpose of testing and certification is to ensure that products are ergonomic, safe, and that they’ll last, thus contributing to sustainability and minimising use of the earth's resources.
Pago is a member of Furntech and as such are signed on to the blue tick program. This is your assurance that chairs listed below are the highest quality product possible.
Register your product
Register your product in order to be able to use our warranty system at any time.
GreenTick environmental
GOLD level certification
PAGO has seen a strong consumer demand for sustainable products that have third party Type 1 Ecolabelling certification, both in terms of government procurement and for the specification of Green Star rated buildings.
Our AFRDI certified product range of chairs include FLASH, ENDURO, MATRIX – high back, medium back and MESH.
Our SUSTAINABILITY credentials
There is an increasing global awareness of the social and environmental impacts of products and materials. We understand and embrace environmental and social responsibility, with a number of product ranges certified with AFRDI GreenTick – GOLD, a Type 1 Eco-labelling certification.
AFRDI certification requirements include:
- Compliance with environmental laws
- Sedex International membership combined with a SMETA audit insures adherence to labor standards, health and safety, environmental and business ethics
- Low VOC emissions, tested by CETEC Foray
- Low formaldehyde emissions, tested by CETEC Foray
- Elimination of hazardous and prohibited substances
- FSC certified timber
- Blue Tick, strength and durability testing
- Chairs are designed to be easily disassembled
- Product stewardship program to ensure our chairs are either refurbished or recycled
- Packaging contains recycled content
- 10-15 year warranty
Register your product
Register your product in order to be able to use our warranty system at any time.
Video library
Sometimes all we need is a video demonstration to see how it’s done. Often, assembly or repair is a simple process.
Register your product
Register your product in order to be able to use our warranty system at any time.
Research & Development program
We invest heavily into research and development. We constantly strive to innovate the durability of moving parts and components. We care about longevity, hardiness and sustainability. We have defined processes for continuous and ongoing improvement.
- Environmental sustainability
- Improved weight to packaging ratios
- Frequency and wear and tear studies
Register your product
Register your product in order to be able to use our warranty system at any time.
Part Replacement Program
Our market leading warranty and services includes part replacement. Our expert team is standing by to replace your broken or malfunctioning chair part, returning you to comfortable sitting.
STEP 1.
Register your warranty
Register your warranty details, and receive an email verification.
STEP 2.
Select faulty part
In the request, select the faulty part to be replaced.
STEP 3.
Request the new part
Upon completion, our customer support team will step in to assist.
Step-by-step process:
- Register your warranty with accurate purchase details.
- Receive a confirmation email with warranty information.
- Contact our support.
- Visit our 'Order Replacement' page.
- Complete and submit the form.
- Expect delivery at the nearest possible moment.
- For queries, contact our support team.
Unsure if you are eligible for a replacement part?
Please visit the warranty page or contact our support team.
Visit the warranty page
Troubleshooting guide
Where do I buy a Pago chair?
In Australia we are sold exclusively through Officeworks.
Our growing brand is available around the world. In the UK, our products can be found at Back2 and available on several marketplaces including Amazon.
Can you purchase arms for the chairs?
Yes, there are 5 Pago arm options available which will fit all our chairs sold without arms.
The backrest keeps dropping
The back works on a ratchet system. There are 7 ratchets (so you can set your back to 7 heights). Please push the back down towards the seat. Then lift slowly and you will hear the back clicking through the 7 ratchets (heights) . When you go past the 7th ratchet, the ratchet system disengages allowing you to push it down again to reset it. So as long as you don’t go past the 7th ratchet, the back will not slip down any longer. Please click on the link to watch a video explaining how the ratchet system works. - https://youtu.be/kKyxXjdZEww
The back tilt is not working
Please see our following video: How to repair a seat tilt?
How do I remove the gas lift?
Please see our following video: Removing a gas lift
I cannot remove the gas lift
The gas lift is held in place with friction. If the gas is very tight and you are struggling to get it out, there are 3 options to remove the gas lift:
- Do not be afraid to use as much force as required. It is only friction that is keeping it in (ensure you use a hammer and not a mallet).
- Spray lubricant into the joint (like WD40)
- Use a plumbers wrench to twist the gas lift out
Chair height is sinking
Apologies for the inconvenience. We will send you a replacement gas lift if the chair is under warranty. We will also send you a video and instructions on how to replace the gas lift.
- If you haven’t already, please register your Warranty: Register here https://www.pagointernational.com.au/warranty
- Please email support@pagointernational.com.au the following:
- The Officeworks receipt or a picture of the sticker under the seat and the name of the chair
- Your address
- Your mobile number for courier tracking purposes
How do I disassemble the chair?
Please see our following videos:
How do we clean the chair?
Best way to clean is to vacuum with a strong vacuum cleaner.
Then in a bucket mix dish soap and hot water at high pressure. You want to create a lot of bubbles.
Using a dry sponge (test colour), use only the bubbles to clean the fabric.
Plastic parts – clean with damp cloth. You can use furniture spray to make it shine.
Care instructions for your chair
Soft fabrics: Regular vacuuming is recommended. Sport clean with upholstery shampoo or dry powdered cleaner only. Test on concealed area before proceeding. Brush velvets in direction of pile with soft brush. Do not saturate fabric.
Leather: Regularly brush or vacuum away dust and grit. Do not use detergent, solvents or spray pack cleaners. To clean, wipe with a warm damp cloth and mild soap. Wipe dry with a separate clean cloth. Allow time to dry away from direct heat. A colourless beeswax leather dressing may be applied after a number of years use.
Vinyl Surfaces: Regularly vacuum away dust and grit. Do not use detergents, solvents or abrasive cleaners. To clean, user a warm, damp cloth with mild soap, then wipe dry. Should this be ineffective, seek professional advice.
Castors: Hard Tyred Castors are not suitable for usage on hard floors or firm chairmats in which case soft-tyred castors should be used. Soft-tyred castors can be distinguished by the tyre being a different color to the body of the castors.
Register your product
Register your product in order to be able to use our warranty system at any time.