Pago knowledgebase
Pago assembly instructions are as simple to use as putting our chairs together.
Our assembly typically requires no tools! Much loved by customers worldwide.
Our after sales support is tailored to each country and ready to help if needed.
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My chair keeps sinking — what should I do?
If it doesn’t rise back after you sit (or sinks more than a tiny amount), the gas lift is likely faulty. Register the warranty and they’ll arrange a replacement gas lift; you’ll be asked for proof of purchase or the sticker under the seat, plus your address and mobile for courier tracking.
I lost my Officeworks receipt — can I still register warranty? Where do I find the receipt number?
Yes. Use the numbers/slashes under the barcode on your receipt, or (if you’ve misplaced it) send a photo of the label under the seat and approximate purchase date.
How do I track my replacement part or screw pack?
They ship via Australia Post and share the tracking URL once dispatched. If you haven’t received it, ask for the AusPost tracking details.
The wheels/castors are falling apart — what replacements fit?
Matrix/other Pago chairs use standard office chair castors; Officeworks castors fit, and support often sends a replacement set after you fill out the form.
Parts are missing (arms, screws, washers) — how do I get replacements?
Support organises a hardware/ screw pack or single missing part and shares tracking. If an arm or screws were missing from the box, send a photo and they’ll ship the correct items.
Assembly issues (blank instructions / can’t find screw holes) — what now?
Ask support for the correct assembly guide and send photos of the underside/mechanism; they’ll point out hidden holes (e.g., behind the mechanism) or send instructions/files again.
My seat is tilted/leaning to one side — is this covered?
Yes, if the mechanism or seat base is faulty. Support will ask for photos to assess; if confirmed, they’ll guide you to an exchange/return via Officeworks.
How do returns/exchanges work if I bought from Officeworks? Can I get a refund?
Return the chair to any Officeworks with proof of purchase. Pago will offer the store an RA (return authorisation). Exchanges are typical; stores can also issue a refund depending on assessment and stock. Show the store the RA email chain if needed.
Do you sell direct, or only through Officeworks?
Pago sells exclusively via Officeworks; support can share a direct product link on the Officeworks site.
How do I adjust the backrest?
Most Pago chairs have a ratchet back system (lift up and down until it clicks into your preferred height) and a tilt-tension knob under the seat to adjust recline resistance.