Shop Returns and Refund Policy
RETURNS & REFUNDS POLICY
This Returns & Refund Policy applies to products ordered from Panasonic New Zealand Ltd, its parent company, subsidiaries and affiliates (“Panasonic”, “we”, “us”, “our”) on this Panasonic online store.
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CHANGE OF MIND
Please choose carefully as we do not have to provide a refund if you have changed your mind about a particular purchase.
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FAULTY, DAMAGED or INCORRECT ITEMS
Products that are faulty upon arrival / first use or otherwise
If the product you received is faulty upon arrival or where the Consumer Guarantees Act applies, the products do not comply with the guarantees under that Act, we will either repair or replace your product, or issue a credit / refund. Without limiting any rights you have under the Consumer Guarantees Act, in order to repair, replace or issue a credit / refund for your faulty product, it will need to be returned to us so we can test and confirm that it is faulty. If the Consumer Guarantees Act applies, we will meet our obligations under that Act, Otherwise, if the Consumer Guarantees Act does not apply, all returns of this nature must be made within 14 days of purchase / delivery.
Products that are faulty within the warranty period
Without limiting any rights you have under the Consumer Guarantees Act, if your product is faulty or has stopped working as intended and is still within the warranty period specified when you purchased your product, we will repair or replace your product or issue a credit / refund where a suitable replacement is not available. In order to repair, replace or issue a credit / refund for your faulty product, it may need to be returned to us so we can test and confirm that it is faulty. Returns of this nature can be made any time within the warranty period and it is your responsibility to cover any costs of returning the product to us (NB there is no specific warranty period under the Consumer Guarantees Act).
Testing fees and return freight: If you return a product to us that is not faulty, you may be liable for a testing fee and freight charges to return the product to you.
Notify us of your return
To return a product you must first complete the online returns form to obtain your case number and you will require:
- Model and serial number
- Order number
- Reason for return
If you think the product is faulty, a detailed description of the fault is required. Please note that completions of the online returns form does not mean that your return has been accepted or that a refund will be provided.
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GOODS DAMAGED IN TRANSIT OR DELIVERED IN ERROR
If any goods supplied by Panasonic to you arrive damaged or are delivered in error, please complete the online returns form within 24 hours of delivery to obtain your case number (or, where this is not possible, on the next business day).
Damaged goods must be returned to Panasonic in the condition received by you, together with all original packaging.
Product(s) returned due to damage, or delivery in error must be returned unused and with all packaging in the condition received by you within a 21 day period after receipt.
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REFUNDS
Refunds or credits will be issued where required by law or otherwise at the discretion of Panasonic.
If any items you order are out of stock, Panasonic will give you the option to either choose a different item of equal value or cancel your order and refund the amount charged to you to the original payment method. Refunds will normally be processed within seven (7) business days.
Any cashback, reward, or bonus gift issued from a purchase must be returned with any cancelled orders.
This Returns & Refund Policy is not intended to exclude or limit any rights which you may have as a consumer at law, including under the Consumer Guarantees Act 1993 and Fair Trading Act 1986, and may not necessarily describe all rights you may have. Refer to our Terms and Conditions for additional information.
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AUTHORISED SERVICE AGENTS
For all service repairs (in and out of warranty), please refer to the warranty card enclosed with the product. For a service agent near you, please click here.
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CHARGES
Any shipping costs to return the original goods to Panasonic will be at the cost of Panasonic where Panasonic reasonably considers the goods to be covered by your consumer rights. If, on examination of goods returned to Panasonic, the goods are found to not be in breach of any consumer guarantee or other consumer right, you will be responsible for shipping costs to return the goods to Panasonic for examination, Panasonic may charge you a reasonable fee for examining the goods and for any cost incurred by Panasonic to return the goods to you.
Please note that goods must be returned within a reasonable period and you may be asked to demonstrate that you have purchased the goods from us via the online store and provide evidence to show that the problem with the goods is not due to a fault of your own (such as using a product in a way that it is not intended to be used).
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CONTACT
If you have any further questions relating to returns you visit our support page www.shop.panasonic.com/support