At Trust Panda we maintain the chain of custody for all the products we sell as we know your security is important to you. For this reason we DO NOT accept returns/exchanges for change of mind or incorrect product selection once your order has been dispatched.
If you have made the wrong product selection and your order has not yet been dispatched we may be able to intercept the order for a full refund. During business hours orders are typically processed for dispatch within an hour of receipt of your order. Please make contact with our customer service team urgently on 02 9157 4588 urgently to discuss your options if you have placed an incorrect order.
You are entitled under the Australian Consumer Law to a replacement or refund for a major failure of the Product and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the Products repaired or replaced if the Products fail to be of acceptable quality and the failure does not amount to a major failure
A product has a major problem when:
- it would stop someone from buying it if they’d known about it
- it’s unsafe
- it’s significantly different from the sample or description
- it doesn’t do what we said it would, or what you asked for and can’t easily be fixed.
If you have a minor problem with a product, Trust Panda can choose to give you a free repair instead of a replacement or refund. You must accept this free repair if we offer it to you. If we fail to give you a free repair within a reasonable time or cannot fix your problem, you can:
- get it done elsewhere and pass on the costs to Trust Panda
- ask for a replacement
- ask for a refund
- recover compensation for the drop in value below the price paid.
If you believe your product has a problem, please contact our Customer Care team via Online Chat, Phone 1300 072 632 or Email firstname.lastname@example.org - we're here 9am to 5pm Monday to Friday - Sydney Time.
If your product requires repair or replacement we will provide you with the relevant return address for repair (that may be the device manufacturer) and any case reference.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of our proposed steps for resolving your issue - this may include a refund.
If a refund is required, it will automatically be applied to your credit card or original method of payment, within 5 business days.
If you haven’t received a refund yet, first check with your credit card provider or your bank as it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. The item is your responsibility until it is received at Trust Panda.