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
Pago International Warranty
Building Trust Through Excellence - Up to 15 Years Coverage
At Pago International, our mission is to be Australia's most trusted name in office furniture. We back this commitment with an industry-leading warranty that reflects our confidence in the exceptional quality of our products and our dedication to sustainable business practices.
Our Promise to You
We provide one of Australia's most comprehensive furniture warranties, ensuring your investment is protected for up to 15 years. This exceptional coverage reflects our commitment to manufacturing durable, high-quality office furniture that stands the test of time.
Environmental Commitment
Our extended warranty policy is part of our broader commitment to environmental sustainability.
By creating products that last longer, we help:
- Reduce office furniture waste in landfills
- Lower the environmental impact of frequent replacements
- Support sustainable resource management
- Promote responsible consumptio
Register your product
Register your product in order to be able to use our warranty system at any time.
Product Warranty Coverage
For Australian customers, we warrant that each Pago product will be free from defects in materials and workmanship and will function as intended throughout the warranty period from the original date of purchase. If any product fails to meet these standards during the warranty period, Pago International will, at our discretion and expense, repair or replace the product or part thereof.
Quality Assurance
Every Pago product undergoes rigorous quality testing to ensure it meets our exacting standards.
Our warranty reflects our confidence in:
- Superior materials and craftsmanship
- Innovative design and engineering
- Stringent quality control processes
- Long-term durability and performance
Warranty Exclusions
This warranty does not extend to:
- Cosmetic damage that doesn't affect functionality
- Damage from unauthorised cleaning products or consumables
- Issues arising from non-compliance with provided care instructions
- Normal wear and tear under reasonable use
- Damage from misuse or negligence
- Unauthorised repair attempts
Making a Warranty Claim
We've made our warranty process simple and straightforward:
- Email our dedicated support team at support@pagointernational.com.au
- Include your proof of purchase and clear photos of the issue
- Our team will respond within 2 business days with next steps
Your Rights Under Australian Consumer Law
This warranty is provided in addition to your rights under the Competition & 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.
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.
Posturesure™ Seating System
Discover the Posturesure™ mechanism – a new dimension in posture support and chair comfort. Our Posturesure™ technology offers support, multiple adjustments, and all-day comfort without compromising style.
To ensure our customers receive un-rivalled support and comfort, we’ve developed the Posturesure™ seating system with Tri-Foam. Our goal is to counter-act back pain by providing stable body support and promote correct posture. We are proud to deliver a product design that eliminates fatigue, discomfort and pain. The Posturesure™ weight balance synchro mechanism accomodates all body sizes, easily adjustable to suit different users of the same chair and tilts in a forward motion to enable correct seated posture.
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.
Pago Product Stewardship Policy
Product Stewardship is an approach that acknowledges that all those involved in producing, manufacturing, selling, using and disposing of products have a shared responsibility to ensure their environmentally sound management.
As part of our ongoing commitment to lessen our environmental impact and divert materials from landfill, Pago have made a commitment to take back and refurbish and or recycle Flash, Matrix, Enduro, AirForm, Pinnacle and Radar lll task chairs.
Flash, Matrix, Enduro, AirForm, Pinnacle and Radar lll have been designed for disassembly to ensure all unbroken, salvageable individual parts can be reused or most non-salvageable parts can be recycled.
Please contact our Head Office to initiate the take back of your used task chair.
Paul Goldberg
Managing Director
Pago International Pty Ltd
DATE: 21.07.25
Version 5.0
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
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.
Register your product
Register your product in order to be able to use our warranty system at any time.