SPECIAL ORDER POLICY

Last updated: 1 August 2026

1. What is a special order?

A special order is a customer-requested product that Panosh Place does not ordinarily stock and that is not listed as a standard preorder on our website.

Special orders are separate from products advertised as preorders and are governed by this Special Order Policy.

2. Requests and acceptance

Special orders are accepted selectively and remain subject to:

supplier availability;
product and supplier verification;
suitable commercial and shipping arrangements; and
written confirmation from Panosh Place.

Submitting a request does not guarantee that the product can be sourced or that Panosh Place will accept the order.

Before accepting a special order, we will provide written confirmation identifying, where applicable:

the product, edition or variant;
quantity;
price;
payment requirement;
estimated availability or arrival timing;
shipping arrangements;
cancellation conditions; and
any material special conditions.

A special order is accepted only when:

you accept the written quote or special-order terms;
the required payment has cleared; and
Panosh Place confirms acceptance.

3. Payment

Full payment is normally required before Panosh Place places the order with the supplier.

A deposit may apply only where it is specifically quoted and approved.

Where a deposit arrangement applies, the written quote will state:

the deposit amount;
the remaining balance;
when the remaining balance is due; and
the applicable cancellation conditions.

Panosh Place will not place the supplier order until the required payment has cleared, unless another arrangement has been expressly approved in writing.

4. Availability and estimated timing

Supplier availability, allocation, production, release, import and arrival dates are estimates unless expressly confirmed otherwise.

Delays may occur because of matters outside Panosh Place’s control, including:

manufacturing delays;
supplier or distributor delays;
allocation changes;
international freight;
customs processing; or
carrier disruption.

We will provide material updates where reasonably available.

Where a delay becomes significant, you may contact Panosh Place so that the order and available options can be reviewed. Where a business cannot supply a product within the agreed or a reasonable time, it must provide an appropriate solution having regard to the circumstances.

5. Customer cancellation

You may request cancellation at any time before Panosh Place places the supplier order or otherwise makes a customer-specific purchasing commitment.

Once Panosh Place has placed the supplier order or made another customer-specific commitment, change-of-mind cancellation is not normally available.

However, Panosh Place may consider a cancellation request having regard to:

whether the supplier order can be cancelled;
whether the product can reasonably be sold to another customer;
supplier cancellation charges;
international freight or import commitments;
payment-provider costs; and
other reasonable, non-recoverable costs directly resulting from the cancellation.

Where cancellation is approved, Panosh Place may deduct reasonable, non-recoverable costs already incurred directly in connection with the special order. Any remaining amount paid will be refunded to the original payment method.

A deposit will not automatically be retained in full where the reasonable, non-recoverable costs are lower than the deposit.

The ordinary preorder cancellation grace period does not apply to special orders.

These provisions apply only to voluntary change of mind and do not limit rights under the Australian Consumer Law.

6. Where the special order cannot be fulfilled

Where Panosh Place or the supplier cannot fulfil the special order, Panosh Place will refund:

any deposit paid;
any remaining product amount paid; and
any prepaid shipping charge specifically attributable to the unfulfilled product.

The refund will be made to the original payment method.

Panosh Place may offer an alternative product or store credit, but you are not required to accept either instead of a refund.

We will not substitute another product, edition or variant without your approval.

Businesses must not accept payment where they know or should know that they will not be able to supply the promised product within the stated or a reasonable time.

7. Pricing

The price stated in the accepted written quote will ordinarily be honoured.

Where the quote clearly identifies an unresolved variable—such as final international freight, duties, taxes or packaged dimensions—the final amount may be confirmed later in accordance with the arrangement accepted by you.

Panosh Place will not increase the agreed product price after acceptance merely because its supplier price subsequently changes, unless:

the original quote contained an obvious error; or
the quote expressly identified the amount as provisional and explained how it would be finalised.

Where an obvious error is identified before the supplier commitment is made, we will offer you the choice to:

proceed on the corrected terms; or
cancel and receive a full refund.

8. Shipping

Shipping arrangements will be confirmed in the written quote, calculated through checkout or invoiced separately where applicable.

Large, fragile, imported, restricted or unusually valuable products may require:

a manual shipping quote;
specialist packaging;
an alternative carrier;
separate dispatch;
a delivery signature;
additional transit protection; or
Click & Collect.

Where reliable packaged dimensions, weight or carrier charges are not available when the special order is accepted, the written quote may state that final shipping charges will be calculated and invoiced before dispatch.

The product will not be dispatched until any approved outstanding shipping amount has been paid.

Shipping is also governed by our Shipping and Transit Protection Policy.

9. Product faults and Australian Consumer Law

Special-order products remain subject to the consumer guarantees under the Australian Consumer Law.

Nothing in this policy excludes, restricts or modifies any right or remedy that cannot lawfully be excluded.

Where a special-order product is faulty, unsafe, materially misdescribed or otherwise fails to meet an applicable consumer guarantee, the matter will be assessed under our Refund and Returns Policy and the Australian Consumer Law.

The change-of-mind cancellation conditions in this policy do not apply where Panosh Place is required to provide a remedy under the Australian Consumer Law.