Frequently Asked Questions (“FAQ’s”)
Questions about your Account
Q. Can I shop as a guest or do I need to need to register an account?
At this time to purchase from the Panasonic Australia Online Store (“Online Store”) you will need to register an account as this platform is currently limited to staff and business partners. Your account is what you will use to sign into the Online Store to buy products, manage email preferences, participate in any promotions and provide feedback about your purchases etc. It makes the experience with the Online Store more personal and relevant to you.
Q. How do I Sign Up and Register an Account?
To sign up to the Online Store with Panasonic you will require a Partner ID Code which can only be obtained from an authorized Panasonic representative. You will then need to follow the Sign Up process online and input all the required information.
Q. What can I do once I Sign Up and what are the Benefits?
Along with being able to purchase goods from the Online Store, you will also have access to:
o Check your order statuses
o Create Wish Lists
o Maintain your details
o Provide Product Reviews
o Subscribe to Panasonic Newsletters
o Request notification for when items come back into stock
By maintaining an account, you will be entitled to receive a range of offers and specials– these offers and specials are normally only available for a limited time and will contain certain terms and conditions.
Q. How do I login to my Panasonic Account?
You will need your Partner ID Code and you will need to create a password at the initial login stage. After that you can login using your email address and password.
Q. What are some tips about passwords, privacy and safety?
It is imperative that you keep your online account safe and secure.
To keep your online account safe, you need to follow the password security measures that are in place. Your password will need to meet the following requirements:
Be at least 8 characters long or longer with at least two lowercase, uppercase, numerical or special characters. Trailing spaces are ignored.
You should also consider following these simple and effective measures in order to maintain your security and safety while using the online account:
i) Make sure you that you keep your password secure.
ii) Use a unique password code for your account.
iii) Don’t use common words, dates or names and personal information as the password.
iv) If you record your password, ensure that it is recorded in a safe and secure manner so that it cannot be accessed by others.
Q. Why should I maintain and keep my details on my Online Account Up To Date?
You should also ensure that your details registered on the Online Store are accurate and current because the details may be used to contact you or to ship your orders etc.
At all times you should always maintain a proper street address as Panasonic does not ship orders to post office boxes or parcel boxes etc.
You need to save your personal details to make purchasing online and communication easier. These details will also be used to provide you with promotion and special offers.
Q. What if I need to change my details after registering Online?
Please login to your account and update your details in accordance with the Online Store requirements.
If you experience any difficulties and need assistance you should call the Support Team on 13 26 00 between 9:00am to 5:00pm, Monday to Friday (AEST) excluding Public Holidays. After verifying your identity, the Support Team will be able to assist you.
Q. What happens if I cannot remember my password?
You can reset your password by following the Online Store reset password process.
If you require assistance then you can call the Support Team on 13 26 00 between 9:00am to 5:00pm, Monday to Friday (AEST) excluding public holidays. After verifying your identity, the team will be able to assist you.
Q. How do I close my Online account?
If your close your online account you will no longer be registered and be able to receive communications, receive exclusive offers and purchase products.
If you wish to close your account you should contact the Support Team on 13 26 00 between 9:00am to 5:00pm, Monday to Friday (AEST) excluding Public Holidays. The Support Team will need to verify your identity and seek information prior to closing your account.
Once you close your account it cannot be reactivated.
Questions about Placing Orders
Q. How do I place an order?
o Log into your account.
o Navigate to the product you wish to purchase and select the product colour (if applicable) you wish to purchase, then select “Add to Cart” if you wish to keep shopping or “Buy Now” if you want to purchase immediately.
o In the Shopping Cart, you can then estimate your shipping costs and apply any coupon code you may have relevant to your order before selecting “Proceed to Checkout”.
o Either select your shipping address or nominate a new address for delivery and select “Next”.
o Confirm the shipping address is correct and that you are aware of any payment surcharges before selecting “Continue to Payment”
o This will then take you through the payment gateway where you will need to finalize your payment.
Q. Why will the site not accept my address?
To make delivery easier and as a condition of using the site, a street address must be used for all orders placed on the Site. We may also check the address to make sure that the address being used is available for delivery. When entering the address please ensure that you enter the State and Suburb combinations and spelling of the relevant street without any special or unusual characters.
Q. What methods of payment do we currently accept?
At present this is limited to Visa, Mastercard and American Express. There will be no surcharge for payment made by Visa or Mastercard, however payment by American Express will attract a 1.95% surcharge.
Q. How do I know my order was successful?
Shortly after you have completed the payment process, you will receive an email confirmation at the address associated with your account confirming your order was successfully received. If you do not receive this, please first check your spam filter or junk email folders before contacting the Support Team by email at online@mailus.panasonic.com.au for assistance.
Q. Can I make a change to my order after it is placed?
At this point you will not be able to make a change to your order. If you require any further assistance, please contact the Support Team by email at online@mailus.panasonic.com.au.
Q. Can I track my order after it is placed or see the status of my order online?
There is no tracking currently within the Online Store. You will receive an email communication when the goods are despatched. Your order status in your Online account will then change to ‘shipment in progress’.
Q. Are there any restrictions on what products I can order?
Large products restrictions apply and they may not be available for delivery to your particular location. You will be advised of the restrictions placed in relation to large products when you select the products in your ordering process.
Q. What if I Change my Mind?
Please choose carefully as refunds and exchanges are not provided if you simply change your mind.
Questions about Warranty
Q. Where can I find information on my products warranty?
Warranty information for your purchases is located here.
Questions about Delivery
Q. How much does delivery cost?
When you add a product to your cart, you can review in your cart and see what (if any) delivery charges will apply and be charged to your order before you checkout.
Q. Do you deliver to PO Boxes or Parcel Boxes or Lockers?
We do not deliver products to PO boxes or Parcel Boxes or lockers.
Q. Will or can I get my delivery left at my doorstep or placed in some other position, ie back of house?
We do not have the authority to leave (ATL) for deliveries. We require a signature for each delivery and a card/notice will be left or you will be contacted should delivery not be successful.
Q. Will I be able to use an address outside of Australia?
Shipping will only be available to customers within Australia within NSW, VIC, QLD, WA, NT, TAS and the ACT for online Orders placed.
Q. How long does it take to dispatch an order?
The time taken to dispatch an order varies according to many factors but if we receive your order, the product is in stock and you have fully paid for the order by the payment method on the site, then your order should be processed for dispatch within 2 working days. During sales events or peak selling periods there may be longer periods required and an additional 2-3 working days should be allowed for the despatch of your order.
If your order contains product not in stock or your payment is not concluded properly, there will be delays on delivery of your order.
Q. How long do deliveries typically take?
The time taken to deliver orders varies across States and within and depending upon your location within metropolitan and regional areas and the size of the product ordered. Overall your orders will be delivered within 2 – 10 working days from despatch but may take longer depending upon the influences of weather etc.
Q. What notifications do I receive about delivery?
When your order is despatched you will receive an email confirming your order has been shipped. Your Order status will change also in your Online account to ‘shipment in progress’.
Q. My goods were damaged while being delivered, what can I do?
If your product is damaged when you open it after receiving it, then please contact the Support Team by email at online@mailus.panasonic.com.au or by telephone 13 26 00 between 9:00am to 5:00pm, Monday to Friday (AEST) excluding Public Holidays in order to have the damaged unit returned and receive either a refund or exchange product.
Please note that you should check products as soon as you receive them to identify damages etc.
Questions about Wish Lists
Q. What is my Wishlist?
Your wishlist allows you to save and share your favourite Panasonic products to view later.
Q. How do I view or use my Wishlist?
You can view your Wishlist once you have logged into your account in the Online Store. This will be visible when you are visiting the My Account menu.
Questions about Products
Q. If my product is faulty and needs to be repaired, what do I do?
If your product is faulty and needs to be repaired, then it will need to be taken to a Panasonic Authorised Service Centre (“ASC”).
You can contact the Support Team by email at online@mailus.panasonic.com.au or by telephone at 13 26 00 between 9:00am to 5:00pm, Monday to Friday (AEST) excluding public holidays for assistance.
The ASC will assess and repair products within a reasonable time – the time take will be subject to parts availability and fault diagnosis as well as your location within or outside of metropolitan areas.
For repairs that are not covered by consumer guarantees under the Australian Consumer Law or manufacturer’s warranty, wherever possible the ASC will estimate the costs (including labour, parts, assessment and freight) that will need to be incurred for the repair of the product. Where a fault is not found you may also incur a service fee.
Q. What happens if I have a product with stored data on it?
If you have product which has stored data, depending upon the repair requirements the data maybe lost. Panasonic and its ASC’s are not liable for any data lost so please be sure to backup data before sending the product for repair.
Q. Is product sold on the Online Store only Panasonic product?
All products sold on this website are obtained from and within the Panasonic group of companies. Products are manufactured and certified to meet the relevant Australian standards and will be subject to Australian warranty requirements and be supplied with Australian compliant power cords.
Q. Are there restrictions on products which are available to purchase on the Online Store?
Some larger products are not available to ship to all locations within Australia and therefore are restricted. You will be notified that the product is not available to be purchased during your product selection based upon the locality of your confirmed address that is entered on your account or the alternate delivery address you have requested.
Questions about Refunds
Q. Under what circumstances can I get a refund or credit?
If your product is faulty or damaged when you receive your order, Panasonic will at your choice either replace your product with a new item or provide you with a refund.
If your product does not comply with a statutory consumer guarantee provided for under the Australian Consumer Law, you will be entitled to have your product repaired, replaced or have the amount paid for it by you refunded. In addition to the refund for the product, you are also entitled to be compensated for any reasonably foreseeable losses or damages suffered that could have been expected to result from the products failure.
Q. How do I receive the refund?
You will receive the refund in the same form as you made payment for the products on your order.
Currently as the payment method available on the Online Store is by the approved credit cards, your refund will therefore be processed to the same credit card as you used to pay for the order at the checkout.
Q. How long does it take to provide a refund?
The time taken to provide a refund depends upon the circumstances of each case and the time taken for your credit card provider to process the credit to your credit card.
Once you have provided all information and/or followed the required processes to confirm the relevant refund amounts with Panasonic, you will receive you refund. You should receive the refund within 5 – 7 working days from the date of the confirmation by Panasonic.
Questions about Privacy
Q. Where can I find the Privacy Policy?
You can view the latest version of the Privacy Policy here.
Q. Is my information secure?
Your details are securely stored and handled in accordance with the Privacy Policy. Important information like credit card details are not stored and all payments are processed by a secure encrypted gateway in accordance with best practice and banking standards to ensure that your payment information is secure at all times.
Q. What if I don’t want to receive communications?
If you do not want to receive communications, you can unsubscribe from communications by changing your online account preferences. Your order details and account information will still be available to you.
Questions about the Australian Consumer Law?
Q. Where can I find more information about the Australian Consumer Law?
Please visit the Australian Competition and Consumer (“ACCC”) website at www.accc.gov.au/consumers.
Q. What are the Consumer Guarantees?
In Australia, the Australian Consumer Law provides consumers with protection which includes statutory consumer guarantees that cannot be excluded, limited or modified (“Consumer Guarantees”). These Consumer Guarantees provide consumers with a range of rights and remedies in respect of goods or services against a supplier or manufacturer of goods or services if those goods or services fail to comply with one of the Consumer Guarantees.
The Consumer Guarantees that apply to goods and services include, but are not limited to, guarantees that are summarised below:
1. Goods must be of acceptable quality.
2. Goods must be reasonably fit for the purpose that the supplier or consumer specified.
3. Goods must correspond with any description by which they were supplied.
4. Goods must match any sample or demonstration model and any description provided.
5. The supplier must have the right to sell the goods.
6. Suppliers and manufacturers must satisfy any extra promises they made about them (express warranties)
7. Manufacturers or importers will take reasonable steps to ensure that spare parts and repair facilities are available for a reasonable time after the goods are purchased.
8. Services will be rendered with due care and skill, and
9. Services will be supplied within a reasonable time.
Panasonic 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 for compensation for any other reasonably foreseeable loss or damage which has actually occurred. You are also entitled to have the goods repaired or replaced if the goods otherwise fail to meet a Consumer Guarantee.
Questions about Contacting Us?
Q. How do I Contact Panasonic?
If you wish to seek general assistance with your online account or purchase/s then the following methods of contact are available between 9.00am to 5.00pm, Monday to Friday (AEST), excluding public holidays:
a. By telephone at 13 26 00, or
b. By email at online@mailus.panasonic.com.au
For all contact by email please, allow at least 2 business days for us to respond to you. The response time will depend upon the volume of requests by email that we receive from all customers.