Frequently Asked Questions (“FAQ’s”)

 

Popular Questions

 

Contact Us
How can I contact Panasonic Australia customer Service?
If you wish to seek general assistance from Panasonic Australia, the following contact methods are available:
a.       by telephone at 13 26 00 between 8:30 AM – 6 PM (AEST), Monday to Friday, excluding Public Holidays
b.       by email at online@panasonic.mailus.com.au.
c.       Live Chat on our website (serviced by agents between 8:30 AM – 6 PM (AEST)
For all contact by email please, allow at least 2 business days for us to respond.

 

Account & Security

 

Is my personal 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.

 

Do you share my information with third parties?

Panasonic Australia does not sell your personal information. We only share it with trusted partners who help us run the website (like payment processors or delivery partners), and only when it’s necessary. They can’t use your information for anything else.

 

Is it safe to use my credit card on your site?

Absolutely. Panasonic Australia's Online Store never stores your payment details. Transactions are processed through trusted, secure payment gateways.

 

How do I unsubscribe from your emails?

You can manage your email preferences in your My Panasonic online account settings, or by clicking the unsubscribe link in our marketing related emails.

 

How do I create or manage my Panasonic Australia account?

To sign up to the Online Store with Panasonic Ausralia, go to the online account setup, follow the Sign Up process please input all the required information.

 

Can I shop as a guest or do I need to need to register an account?

Registering an account at the Panasonic Australia Online Store allows you to sign into the Online Store to buy products, 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.
You do have the option to purchase from the Panasonic Australia Online Store as a Guest.

 

Returns & Refunds

Can I return my item if I change my mind?

We accept Change of Mind Return requests in some instances. Please see the Returns & Refunds page for details. 

 

What is your return policy?

Please see the Returns & Refunds page for details. 

 

If my product is faulty and needs to be repaired, what do I do?

Please see the Returns & Repairs Page

 

Orders, Payments & Delivery

 

Do you offer price matching?
Panasonic Australia's Online Store offers competitive pricing across its product range. A price matching service is not provided.

 

Can I use more than one promo code?
Multiple promo codes are not permitted on a purchase transaction.

 

What payment methods do you accept?
Panasonic Australia's Online Store accepts payments via Visa, Mastercard, American Express, Afterpay and PayPal. There will be no surcharge for payment made by Visa or Mastercard, however payment by American Express will attract a 1.95% surcharge.

 

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 on Panasonic Australia's Online Store. If you require any further assistance, please contact Panasonic's Support Team.

 

Can I track my order after it is placed or see the status of my order online?
For orders via Panasonic Australia's Online Store you will receive an SMS confirmation when the goods are despatched and the order status in your Online account will then change to ‘shipment in progress.

 

Do you deliver to PO Boxes or Parcel Boxes or Lockers?
Panasonic Australia's Online Store does not deliver products to PO boxes or Parcel Boxes or lockers.

 

Will or can I get my delivery left at my doorstep or placed in some other position, ie back of house?
Panasonic Australia do not have the authority to leave (ATL) for deliveries.  

 

How long does delivery take?
Delivery time may vary dependent on your location. See the Delivery page for more information. 

 

Account & Security

I forgot my password. What should I do?
You can reset your password by following the Online Store reset password process.

How do I close my Online account?
If you wish to close your Panasonic Australia Online Store account you should contact the Support Team on the details list above. 

What can I do once I Sign Up and what are the Benefits?
Along with being able to purchase goods from Panasonic Australia's Online Store, you will also have access to:
o   Check your order statuses
o   Create Wish Lists
o   Maintain your details
o   Subscribe to Panasonic Newsletters
o   Request notification for when items come back into stock
By maintaining an account, you may 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.

Orders, Payments & Delivery

How do I know if a product will be restocked?
You can sign up for 'Back in stock' notifications through Panasonic Australia's Online Store, otherwise contact our Support Team and we may be able to advise:
a.       by telephone at 13 26 00 between 8:30 AM – 6 PM (AEST), Monday to Friday, excluding Public Holidays
b.       by email at online@panasonic.mailus.com.au.

Are there restrictions on products which are available to purchase on the Online Store?
Orders through Panasonic Australia's Online Store are charged at the Checkout at the time of purchase.

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 Panasonic Ausralia's Online Store ordering process.

When will I be charged for my order?
Orders through Panasonic Australia's Online Store are charged at the Checkout at the time of purchase.

How do I view my order history?
Your order history can be reviewed in your Panasonic Australia Online Store account page. 
If you purchased as a Guest you will need to review your email notifications received from the Online Store.

Do you accept international credit cards?
International credit cards are accepted on Panasonic Australia's Online Store.

How do I place an order?

To purchase from the Panasonic Australia Online Store you may register an account or purchase Panasonic product as a Guest. 

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.

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 Panasonic Australia's Support Team by email at online@panasonic.mailus.com.au for assistance.

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 Panasonic Australia's Support Team by email at online@panasonic.mailus.com.au for assistance.

I didn’t receive an order confirmation email — what should I do?
Please check your spam folder. If it’s still missing you can contact Panasonic Australia's Support Team by email at online@panasonic.mailus.com.au or by telephone at 13 26 00 between 8:30am to 6:00pm, Monday to Friday (AEST) excluding Public Holidays for assistance.

Where can I find my past orders?
All past orders are stored and can be viewed under “Order History” in your Panasonic Australia Online Store account dashboard.
If you have checked out as a 'Guest' then you will need to search in your received email records.

What Shipping Options are available & their costs?
When you add a product to your Panasonic Australia Online Store cart, you can review in your cart and see what shipment options are available and what (if any) delivery charges will apply before you checkout.

Why will the site not accept my address?
To make delivery easier and as a condition of using Panasonic Australia's Online Store, a street address must be used for all orders placed on the Site. Panasonic 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.
If you require any further assistance, please contact Panasonic's Support Team:
a. by telephone at 13 26 00 between 8:30 AM – 6 PM (AEST), Monday to Friday, excluding Public Holidays
b. by email at online@panasonic.mailus.com.au

 

Returns & Refunds

What if I receive a defective or wrong item?
See returns page

 

How long does it take to provide a refund?
See returns page

 

Under what circumstances can I get a refund or credit?
See returns page

 

How do I return an item?
See returns page

 

My goods were damaged while being delivered, what can I do?
See returns page

 

Are returns free?
See returns page

 

How do I receive the refund?
See returns page

 

Promotions & Offers

 

How do I get notified about upcoming sales?
Signing up to Panasonic Australia's Online Store and newsletter will keep you abreast of upcoming sales and promotions.

 

Do you offer affiliate, wholesale or B2B sales / are there bulk purchase discounts?
Bulk purchase discounts are not offered on Panasonic Australia's Online Store. Queries may be emailed online@panasonic.mailus.com.au.

 

Do you offer discounts or promotions?
Panasonic Australia's Online Store will advertise discounts and promotions from time to time.

General Information

Where can I find your terms and conditions?
Refer to Panasonic Australia's Online Store terms of use here: https://store.apac.panasonic.com/au/terms-of-use 

 

Where can I find the Privacy Policy?
Panasonic Australia's Privacy Policy can be viewed at https://www.panasonic.com/au/privacy-policy.html

 

How do I report a website issue?
Website issues regarding Panasonic Australia's Online Store may be reported:
a. by telephone at 13 26 00 between 8:30 AM – 6 PM (AEST), Monday to Friday, excluding Public Holidays
b. by email at online@panasonic.mailus.com.au.

 

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. For more information about this,  please visit the Australian Competition and Consumer (“ACCC”) website at www.accc.gov.au/consumers.