Returns, Refunds and Warranty

1. If at any time you feel our products do not meet your requirements then please contact our Support Team by email at online@mailus.panasonic.com.au or by telephone at 13 26 00 to find out the options that are available to you.  Our Support Team will answer your emails and calls between 9.00am and 5.00pm (AEST) Monday to Friday excluding Public Holidays.
2. If you are unhappy with your Product purchase or received a faulty item, please follow our returns process which is set out below: 
   1. You must provide us with evidence that you purchased the Product from the Panasonic Online Site (e.g. you have a Panasonic online order reference and invoice etc)
   2. Returns for an exchange, refund or repair are available for Products that are damaged in transit, (i.e. before you received the Product), faulty out of box, do not work properly or otherwise do not satisfy the statutory guarantees (“Consumer Guarantees”) included in the Australian Consumer Law.
3. You do not have a right to an exchange or refund if you simply change your mind about a Product or if you incorrectly placed your Order.
4. If you are returning your Product because it is faulty or otherwise it does not comply with the Consumer Guarantees, you must contact the Support Team as set out below to generate a Return Authority (“RA”) first.  This will ensure that your return is properly managed and tracked and is handled efficiently.
   1. By email at online@mailus.panasonic.com.au, or
   2. By telephone on 13 26 00.
5. Any refund, credit or exchange will be calculated based upon the original priced paid for the Product. If, however, your Product is exchanged because it is faulty or otherwise does not satisfy the Consumer Guarantees included in the Australian Consumer Law, the replacement product must be an identical type or equivalent value and type to the original product.
6. Panasonic will process your refund or arrange for the delivery of a new replacement item once your return Product(s) have been received and processed. Normally once your return Product(s) are received by Panasonic it will take between 7-10 business days to process provided all relevant documentation is included (ie RA advice, purchase evidence etc).  Accordingly, your replacement item or refund will be processed after this processing takes place.
7. If your Product(s) purchased from the Site is faulty or damaged before you received your Order (ie damaged in transit) Panasonic will be happy to replace your Product with a new item or provide you with a refund (subject to the goods being returned to Panasonic).  Please ensure the Product is kept in it is original packaging in order for it to be returned.
8. In the circumstances where Panasonic replaces your product due to it being damaged or faulty, no additional delivery charges will be added to your replacement and we will also assist you to arrange for the return of the original product.
9. Where refunds are provided to you, they will be processed via the same form of payment used in the Order.
10. Panasonic’s products 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 that you may have actually suffered. You are also entitled to have the products repaired or replaced if the products otherwise fail to meet a Consumer Guarantee in the Australian Consumer Law.

Repairs and Servicing

1. If you suspect you have an issue with your product, please first call our Support Team at 13 26 00 or email online@mailus.panasonic.com.au so that we may assist you. The Support Team hours are 9.00am to 5.00pm (AEST), Monday to Friday but excluding public holidays.
2. Based on an assessment by our Support Team, if your product is faulty within the first 21 days or covered by the Panasonic warranty exchange program for the duration of the products warranty (see policy) – we will arrange to either replace or process a refund your Product.
3. Where a replacement or refund is required, Panasonic will provide a RA number and schedule a collection/provide a drop off location for the return of the Product - please do not send the Product back to us directly without consulting us first and obtaining an RA number and instructions for how to handle the return.
4. If your Product is not covered by the warranty exchange policy or is over 21 days from the date of purchase but still within the balance of its manufacturer’s warranty period or a consumer guarantee - our Support Team will assist you in arranging for your product to be assessed at a Panasonic Authorized Service Centre.
5. Panasonics Authorised Service Centres are operated independently and will assess and repair products within a reasonable time. The times may vary depending upon parts availability or fault diagnosis.
6. For repairs that are not covered by your consumer guarantees under the Australian Consumer Law or the manufacturer’s warranty, then where possible the Authorised Service Centre will provide and estimated cost (ie labour, parts, freight assessment fees) to repair the product. Where not fault is found you may also incur a service fee for the time and effort involved in completing an assessment of your product.