1. Our Commitment to You

Panosh Place is committed to ensuring customer satisfaction and complying with Australian Consumer Law (ACL). This policy outlines your rights to refunds, returns, and replacements under the law and the conditions under which these remedies apply.

2. Your Rights Under Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the ACL. You are entitled to:

  1. A Refund, Replacement, or Repair:
    • If there is a major problem with a product or service you purchased.
    • Examples of a major problem include:
      • The product is unsafe.
      • The product is significantly different from its description.
      • The product doesn’t do what it is supposed to do and can’t easily be fixed.
    • For minor problems, we will offer a free repair or replacement where applicable.
  2. Compensation for Loss or Damage:
    • You may also be entitled to compensation for any reasonably foreseeable loss or damage caused by the failure of our goods or services.

3. Refund Eligibility

We provide refunds in the following circumstances:

  • Faulty or Defective Products: If the product is faulty, unsafe, or does not function as intended.
  • Misrepresentation: If the product differs significantly from the description or specifications provided at the time of purchase.
  • Change of Mind: Panosh Place may offer discretionary refunds, exchanges or store credit under certain conditions where a change of mind is advised within three (3) days of your purchase. Please contact us for further details.

Several types of goods are exempt from being returned for a refund. Items won via auction, Gift Cards and Second Hand Items (vintage / Non-retail Stock) cannot be returned.

4. Refunds for Services

If a service provided by Panosh Place:

  • Does not meet the agreed expectations or outcomes,
  • Is not delivered with acceptable care and skill, or
  • Does not match the description provided,

You are entitled to a refund, resupply, or compensation under the ACL.

5. Process for Returns and Refunds

  1. Contact Us:
    • Reach out to us with your order details and the issue.
    • Provide proof of purchase (e.g., receipt or invoice).
  2. Assessment:
    • We will assess your claim based on the issue reported and the ACL requirements.
  3. Resolution:
    • For major failures, you can choose a refund, replacement, or repair.
    • For minor failures, we will provide a repair or replacement in a reasonable timeframe.
  4. Shipping Costs:
    • If the item is deemed faulty or misrepresented, we will cover return shipping costs. For other returns, the customer is responsible for shipping costs incurred.

6. Timeframes

  • Refunds or exchanges will be processed within 7–10 business days of receiving the returned item or approving the claim.

7. Exceptions

  • We do not provide refunds for:
    • Damage caused by misuse, unauthorized repairs, or modifications.
    • Products that have been substantially used or altered after purchase.

8. Contact Us

For questions or to initiate a return or refund, please contact us with your order number.