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 (via Chat, WhatsApp, or Phone) as soon as possible after the delivery with all the above, a summary of what has happened and instruction as to whether you would like a replacement or refund.

What happens next?

Our team will acknowledge receipt of your email.

Acknowledgment: They will then contact the relevant teams to consult. If a fault is identified, they will 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 delivery options as your original order and will receive either a notification of a delivery date or an email inviting you to book a delivery slot for larger items.

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  (via Chat, WhatsApp, or Phone) as soon as possible after the delivery with all the above, and instruction as to whether you want a replacement or refund.

What happens next?

Our team will acknowledge receipt of your email.

Acknowledgment: They will then contact the relevant teams to consult. If a fault is identified, they will 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 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.

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.

If you’ve purchased a product from Panasonic directly but have found that it’s not quite right for you or you’ve changed your mind, it is important that you contact the team within 14 days from delivery to advise you do not wish to keep it.

Step 1: Box is UNOPENED - If you have not opened the product box, please don’t. In this case, we ask that you send a photo of the product seal being intact and the serial number label on the outside of the box.

               OR

              Box is OPENED - If you have opened the box, please instead send photos of the product before you send it back so we can be sure there is no damage and the serial number label on the outside of the box.

Step 2: Please take a photo (or screenshot) of your proof of purchase or order confirmation

Step 3: Please contact us (via Chat, WhatsApp, or Phone) to advise you would like to return the item and include the above photos and a copy of your sales confirmation. The team will create a ‘Case’ for you and the documents will be stored on your case file for any referrals that may be needed.

Step 4: The team will send you a return address label for your product. If unboxed, we ask that you please place the item back into its original packaging in the condition in arrived in so that we can avoid any damage during transit.

We recommend that you use a tracked and insured method of return to protect yourself from any loss or damage during the return journey. When we have received and inspected the product, we will initiate the refund process. 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.

Note: Unwanted items are sent back at the customer’s cost.

Personal Care, Ear-buds, Headphones and Software Key Returns:

Please note that cancellation rights do not apply in certain situations/contracts including but not limited to goods, such as personal care items, received sealed for health protection or hygiene reasons once unsealed, bespoke and customised goods, and sealed audio*, video and software products once unsealed. 

If you purchased your product under a special trial promotion, then we will honour this and you will need to contact the team to help you. They will need your proof of purchase/delivery, and we would therefore recommend that Chat is the easiest way to discuss your case and upload any images.

If you have received one of these products and it is faulty or damaged, then please contact the Customer Support Team to discuss potential solutions and next steps.

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.

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

NOTE: 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 cost 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.