Pre Order Policy

Last updated: 1 August 2026

1. Purpose and scope

This policy applies to products clearly identified as Pre-Order on the Panosh Place website.

A pre-order allows you to purchase or reserve a product before it is available for ordinary dispatch or collection.

This policy does not apply to customer-requested products that Panosh Place does not ordinarily stock. Those products are governed by our separate Special Orders Policy.

This policy forms part of the Panosh Place Terms of Use.

2. Placing a pre-order

A pre-order may require either:

payment in full at checkout; or
payment of the deposit displayed on the product page or at checkout, with the remaining balance payable later.

The applicable payment arrangement will be shown before you complete your order.

Receiving an order confirmation acknowledges that we have received your pre-order. Fulfilment remains subject to supplier availability, allocation and the other conditions in this policy.

3. Supplier availability and allocation

Pre-order quantities may be limited or changed by manufacturers, distributors or suppliers.

Panosh Place cannot guarantee that a supplier will provide the quantity originally requested or allocated.

Where our allocation is reduced, we may:

fulfil part of your pre-order and refund the affected balance;
offer an alternative product, where you agree; or
cancel the affected product and provide a refund.

We will notify you using the email address or contact details recorded on your order.

An alternative product or store credit may be offered, but you are not required to accept it instead of a refund where Panosh Place cannot fulfil your order.

4. Deposits and remaining balances

Where a deposit applies:

the deposit amount will be displayed before purchase;
the remaining balance becomes payable when Panosh Place advises that payment is due; and
the product will not be dispatched or released for collection until the required balance has cleared.

The payment notice will state the due date. Where no different period is stated, payment should be made within seven calendar days after the notice is sent.

We may send a reminder where the balance remains unpaid. If payment is still not received, Panosh Place may cancel the pre-order and apply the cancellation provisions below.

5. Customer cancellation

Cancellation within three calendar days

You may request cancellation within three calendar days after placing the pre-order.

Where the cancellation is accepted within this period, amounts paid will be refunded to the original payment method without a cancellation fee.

Cancellation after three calendar days

After the three-day period, cancellation is subject to Panosh Place approval.

Where Panosh Place agrees to the cancellation, we may deduct reasonable, non-recoverable costs that have already arisen directly from the pre-order, such as a supplier cancellation charge or other customer-specific commitment.

Any deduction will not exceed the reasonable loss or cost arising from the cancellation. Any remaining balance will be refunded to the original payment method.

A deposit will not automatically be retained in full where the reasonable non-recoverable cost is lower than the deposit.

After dispatch

A pre-order cannot be cancelled after it has been dispatched. Any return request after delivery is governed by our Refund and Returns Policy and the Australian Consumer Law.

The three-day cancellation period does not apply to special orders. Special orders are governed by the separate Special Order Policy.

6. Estimated release and arrival dates

All manufacturer release dates, supplier arrival dates and estimated dispatch dates are estimates unless expressly stated otherwise.

Dates may change because of circumstances outside Panosh Place’s control, including:

manufacturing delays;
distributor or supplier delays;
allocation changes;
international freight delays;
customs processing;
carrier disruptions; or
changes to an official product release.

A date shown by a manufacturer or overseas retailer may differ from the date on which Panosh Place receives the product in Australia.

We will provide updates where material information becomes available, but we cannot guarantee an estimated release or arrival date.

A delay alone does not necessarily mean that a product cannot be supplied. However, customers may contact us where a delay becomes significant so the circumstances can be reviewed.

7. Pre-order pricing

The price accepted at checkout will ordinarily be honoured even if the product price later increases.

Where an obvious pricing or listing error is identified before Panosh Place makes a supplier commitment, we will contact you and offer the choice to:

proceed at the corrected price; or
cancel the affected item and receive a full refund.

We will not increase an accepted pre-order price merely because the ordinary retail price changes after purchase.

8. Shipping and combined orders

Shipping charges may be:

calculated at checkout; or
calculated and invoiced before dispatch where the final packaged dimensions, weight or carrier requirements were not reasonably available at checkout.

Orders containing both in-stock and pre-order products will ordinarily be dispatched together when all products are available.

Orders containing pre-orders with different expected arrival dates will also ordinarily be dispatched together after the final product arrives.

You may request split shipping. Split shipping:

requires staff approval;
may not be available for every product or destination; and
requires payment of any additional delivery charge before the additional shipment is booked.

Panosh Place may also require separate shipment where a product’s size, value, fragility or carrier restrictions make combined shipment unsuitable.

Shipping and transit-protection arrangements are also governed by our Shipping and Transit Protection terms.

9. Click & Collect

Where Click & Collect is selected, we will notify you when the pre-order is ready.

Please do not attend before receiving the ready-for-collection notification.

The order will be released only after the required payment has cleared and may be collected by the purchaser or an authorised representative. Identification may be requested for higher-value orders.

10. Where Panosh Place cannot fulfil the order

Where Panosh Place or its supplier cannot fulfil a pre-order, we will refund:

the deposit;
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.

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

11. Product faults and Australian Consumer Law

Pre-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.

Faulty, unsafe, materially misdescribed or otherwise non-compliant products are handled under our Refund and Returns Policy and the Australian Consumer Law.

The cancellation provisions in this policy relate to voluntary cancellation and do not limit your rights where Panosh Place fails to meet a consumer guarantee.

12. Chargebacks and payment disputes

Please contact Panosh Place promptly where you believe a pre-order payment or cancellation charge is incorrect so we can investigate the matter.

We may provide the payment provider with the order, checkout and policy-acceptance records relevant to a payment dispute.

Nothing in this section prevents you from exercising any lawful right to dispute a transaction.

13. Personal information

Personal information collected for a pre-order will be handled in accordance with our Privacy Policy.

We may use your order contact details to provide information about:

payment;
supplier allocations;
delays;
release or arrival changes;
collection readiness;
dispatch; and
cancellation or refund processing.

14. Changes to this policy

The version of this policy accepted when the pre-order is placed will ordinarily govern that order.

Changes published later will apply to future pre-orders unless:

the change benefits the customer;
the customer agrees to the change; or
the change is required by law.

We will not retrospectively impose a materially less favourable cancellation, payment or fulfilment term on an existing pre-order without the customer’s agreement.