Returns Policy

Panasonic Online Store – Returns Policy

Panasonic is committed to ensuring customer satisfaction and compliance with the Australian Consumer Law. This Returns Policy outlines your rights and our procedures for handling returns, refunds, and exchanges.

Change of Mind Returns

If you change your mind about a purchase made via the Panasonic Online Store:

You may return the product within 14 days of the order date, provided it is unopened and in original condition.
To initiate a return, visit https://www.panasonic.com/au/consumer/change-of-mind-return.html to generate a prepaid return label and arrange courier pickup.
Upon receipt of the returned item at our warehouse, your refund will be processed within 5–10 business days.

Please note:

Change‑of‑mind returns are not accepted outside the 14‑day window.
You must be available in person when the courier arrives—products cannot be left unattended or in a designated area.
Fridges are excluded from change‑of‑mind returns unless faulty or non‑compliant with Australian Consumer Law.

Other Returns

1. Contacting Support

If your product is faulty, damaged on arrival, or does not meet your expectations, please contact our Support Team:
Email: online@panasonic.mailus.com.au
Phone: 13 26 00
Support hours: 8:30am – 6:00pm (AEST), Monday to Friday (excluding public holidays)
Please have your proof of purchase available (order reference or invoice), as this is required to proceed.

2. Be Issued a Return Authority (RA Number)

Our customer service agent will work with you to understand the issue and will issue an RA number to ensure your return is managed, tracked, and processed correctly.
Panasonic will cover return shipping costs for faulty or damaged items.

4. Assessment & Remedies

Returned products will be assessed upon receipt. Remedies may include:

Repair
Replacement
Refund

The remedy provided depends on the nature of the fault and your entitlements under the Australian Consumer Law. If a replacement is issued, it will be of the same type or equivalent value and specifications.

5. Processing Timeframes

Once your return is received and assessed:
Refunds or replacements are typically processed within 7–10 business days, provided all required documentation is included (RA number, proof of purchase).

Refund Methods

Any refund, credit, or exchange will be calculated based on the original price paid for the product.

Refunds will be issued to the original payment method used at the time of purchase.

Consumer Guarantees

Panasonic 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.
Compensation for any other reasonably foreseeable loss or damage suffered.
Repair or replacement if the product fails to meet a Consumer Guarantee in any other way.

Repairs and Servicing

If you suspect an issue with your product, please contact our Support Team first:

Phone: 13 26 00
Email: online@panasonic.mailus.com.au

Based on our assessment:

If the product is faulty within 21 days of purchase or covered under the Panasonic warranty exchange program:
– We will arrange a replacement or refund.
– An RA number will be issued, and Panasonic will coordinate collection or provide drop‑off instructions.
– Please do not return products without an RA number.

If the product is outside the 21‑day exchange period but still under warranty or ACL guarantees:
– Our Support Team will assist in arranging assessment at a Panasonic Authorised Service Centre.
– Service Centres operate independently and aim to complete repairs within a reasonable timeframe, depending on parts availability and fault diagnosis.

For repairs not covered by warranty or Consumer Guarantees:
– The Service Centre may provide a cost estimate (labour, parts, freight, assessment fees).
– If no fault is found, an assessment fee may apply.