Panasonic Refunds, Replacements & Warranty
Unfortunately, sometimes things don’t work out as planned. So, to help with those unexpected moments, we’ve put together a definitive guide on what to do should your product not arrive as it should, or you change your mind shortly after ordering.
Very rarely our products may be delivered to you with imperfections or in extreme cases, damage and we can appreciate that this unexpected circumstance can be very disappointing.
If you find that your product has arrived in a less than acceptable condition, it is important you get in touch with us within 10 days of delivery.
If you purchased your product direct from Panasonic
So that we can confirm what has happened and the extent of the damage, we ask that you provide some information and photos.
Step 1: Please take photos of the delivery label on the box and of the box your product was delivered in. Even if the box is not damaged, we find it useful.
Step 2: Please take a photo of the damage, one close-up and one showing the whole product, if possible.
Step 3: Please take a photo (or Screenshot) of your proof of purchase or order confirmation.
Step 4: Please contact us as soon as possible after the delivery by completing this form with all the above information.
What happens next?
Our team will acknowledge receipt of your email.
Acknowledgment: They will then contact the relevant teams to alert them of your problem and arrange with you to have the item collected. We ask that you place the product back into its original packaging so that it doesn’t get damaged any further.
Assessment & Collection: Once the item has been collected it will be taken to our warehouse and, once it has been received, our team will advise you that either a replacement has been ordered or a refund request has been submitted.
Resolution: Where you request a replacement, you will be offered the same options as you did for original delivery, namely either notification of delivery or to book a slot if you have a bigger item.
For refunds, although we aim to process as quickly as possible, we ask that you allow up to 10 days for the funds to reach your account.
If you do not receive a response within 5 working days, please contact the team and they can help you further.
Note: Please be mindful that our teams work Monday to Friday 9am - 6pm, so contact outside of those times, including weekend and bank holidays may be delayed.
Purchased from a third-party retailer
In cases where you have bought from a retailer, we are regrettably unable to assist you directly but ask that you contact your retailer who will be able to provide a remedy for you.
Occasionally, your product may arrive in a faulty condition which is, understandably, disappointing.
If you find that your product has arrived in a less than acceptable condition, it is important you get in touch with the team within 30 days of delivery.
If you purchased your product direct from Panasonic
To confirm the fault with the product, we will require some additional information and photographs.
Step 1: Please take photos of the box your product was delivered in. Even if the box is not damaged, we find it useful.
Step 2: Please describe and, where applicable, take a photo or video, of the perceived fault, one close-up and one showing the whole product, if appropriate, please.
Step 3: Please take a photo (or Screenshot) of your proof of purchase or order confirmation.
Step 4: Please contact us as soon as possible after the delivery by completing this form with all the above information.
What happens next?
Our team will acknowledge receipt of your email.
Acknowledgment: They will then contact the relevant teams to alert them of your problem and arrange with you to have the item collected. We ask you place the product back into its original packaging so that it doesn’t get damaged in transit.
Assessment & Collection: Once the item has been collected it will be taken to our warehouse and, once it has been received, our team will advise you that either a replacement has been ordered or a refund request has been submitted.
Resolution: Where you request a replacement, you will be offered the same options as you did for original delivery, namely either notification of delivery or to book a slot if you have a bigger item.
For refunds, although we aim to process as quickly as possible, we ask that you allow up to 10 days for the funds to reach your account.
If you do not receive a response within 5 working days, please contact the team and they can help you further.
Note: Please be mindful that our teams work Monday to Friday 9am - 6pm, so contact outside of those times, including weekend and bank holidays may be delayed.
Purchased form a third-party retailer?
In cases where you have bought from a retailer, we are regrettably unable to assist you directly but ask that you contact your retailer who will be able to provide a remedy for you.
In the unlikely event that your product has arrived without one of its listed accessories, please get in touch with the team within 30 days of delivery using this form.
We will need you to provide us with the following information:
- Your full contact details (full address, full name, email address and phone number)
- A copy of the proof of purchase (or order number for Panasonic direct order)
- Confirmation on which accessory is missing
What happens next?
Our team will acknowledge receipt of your email.
They will then contact the relevant teams to alert them of your problem and, if appropriate, arrange for you to receive the missing item.
If the item is in stock, it should arrive within a few days. If, however, there is any anticipated delay, our team will contact you to advise.
If you do not receive a response within 5 working days, please contact the team and they can help you further.
Note: Please be mindful that our teams work Monday to Friday 9am - 6pm, so contact outside of those times, including weekend and bank holidays may be delayed.
Purchased form a third-party retailer?
In cases where you have bought from a retailer, we are regrettably unable to assist you directly but ask that you contact your retailer who will be able to activate a request on your behalf.
Order Cancellation (Before Shipping)
After receiving your order confirmation, cancellations can only be processed within a limited timeframe. Please contact Customer Care as soon as possible using the ‘Chat / Message’ option.
If your order has already been dispatched, it cannot be cancelled and will be treated as an Unwanted Return.
Order Cancellation (After Shipping)
If you purchased directly from Panasonic and changed your mind, notify us within 14 days of delivery using this form and follow these instructions:
How to Return an Item
Step 1:
- Unopened box: Please leave it sealed (no photos required)
- Opened box: Send photos of the product (including the serial number label on the box) before returning it.
Step 2: Complete the returns form within 14 days of delivery.
Step 3: We will send you a return label. If opened, repack the item in its original packaging and condition to prevent transit damage.
We recommend using a tracked and insured return service, as the risk of loss or damage remains with you until the item is received at our warehouse. Once received, inspected & authorised – the refund will be processed. Please allow up to 10 days for funds to appear in your account.
Note: Return shipping costs for unwanted items are the customer’s responsibility.
Exclusions
Cancellation rights do not apply to:
- Unsealed personal care items (for hygiene reasons)
- Custom or bespoke products
- Unsealed software, earbuds, or headphones
We carefully inspect all returned items when they arrive at our warehouse. If an item is returned as unopened but is found to have been opened, we won’t be able to issue a refund and the item will be sent back to you. If your purchase was part of a special trial promotion, contact the team with proof of purchase/delivery (Chat is recommended for submitting images).
If your item is faulty or damaged, please contact Customer Support for Assistance using this form.
We appreciate that warranty terms and conditions can be a bit complex, so we have tried to offer a simplification below.
Some terms that may be of use:
Standard warranty: 12 months after the date of purchase from a store or 12 months from the date of delivery.
* Starting from August 1st 2025, the warranty period for DECT telephones is 3 years from the date of purchase.
Within warranty: All of our products have a minimum of 12-month standard warranty period.
During this time, should your product develop a fault please contact the team as soon as possible so we can assess the issue and choose the right course of action. Our team will require proof of purchase or delivery; without this the team cannot verify the warranty period
Please note that where a product can be repaired, we will endeavour to do so.
Cost Assistance: Your product will be out of scope for a full warranty cover, but within an extended period, we may seek to cover some of the costs associated with the repair.
Uplift Number: An uplift number, also referred to as a credit note number, is a reference that retailers use to exchange your product for a new one, at your product’s original value.
The retailer will use this to offset the costs of a new product or provide you with a refund. Your retailer will understand how to use the unique code we give you. They may have their own policies around exchanges and refunds, which can vary, so it is best to ask what options you have available from them directly
Please bring your old product with you to the retailer so that they can dispose of it responsibly.
Outside of Warranty: If your product develops a fault outside of your 12-month warranty period, we may still be able to assist you. We have a network of authorised service centres that can repair products; however, it is worth noting that we may not be able to cover all labour and delivery costs for any repair that is required.
In all cases our team will assess your situation and possible causes for any faults. They will require proof of purchase, and additional photos to ascertain what the issue is. Upon receipt of this they will select the best course of option.
Your statutory rights are not affected.
If, you decide that you want to purchase a replacement, our sales team will be happy to help you buy the right product for your needs. Please note, each category of product and each country can have different terms.
