Panasonic New Zealand Ltd. Returns & Refund Policy
This Returns Policy is applicable to Panasonic Tool purchases made from ToughTools.co.nz and Panasonic Tool distributors.
Where you have an issue relating to your order, please read the following policy and then contact the Panasonic New Zealand Ltd Sales Desk on 09 272 0128.
Authorised Service Agents
For all service repairs (in and out of warranty), please refer to the warranty card enclosed with the product, or if you’ve lost it, please click here. For a service agent near you, please click here.
Returning Items to Panasonic NZ
All returns sent to Panasonic New Zealand Ltd MUST have a Return Authority Number (RA) issued for it. Products returned without a Return Authority Number (RA) will not be accepted for collection by our transport agents or processed by Panasonic New Zealand staff until relevant information is received.
If the customer lives outside of a major metropolitan area Panasonic New Zealand Ltd may require the customer to deliver the product with all of its packaging to the closest transport depot as advised by Panasonic New Zealand Ltd.
To obtain an RA number please contact the Panasonic Auckland office on 09 272 0178. To assist in issuing a RA number in a timely manner, please have the following information ready:
- Model and serial number
- Order number
- Reason for return
If the product is faulty a description of the fault is required, terms such as “No go”, “Dead”, or “Faulty” offers no assistance and can result in delays in service or the issuing of a refund. Please note that the issuing of an RA number (RA) by Panasonic New Zealand Ltd. is to facilitate returns processing and DOES NOT MEAN A REFUND will be automatically passed.
Goods Damaged in Transit or Delivered in Error
If any goods arrive damaged or are delivered in error, please contact Panasonic New Zealand Ltd. at 09 272 0178 within 24 hours of delivery. Panasonic New Zealand Ltd. will arrange to have the damaged or incorrect item returned to Panasonic headquarters and either replace the goods or refund the price to you, at its election. Damaged goods must be returned to Panasonic New Zealand Ltd. in the condition received by you with all original packaging, together with all packing slips. Product being returned due to damage, duplication, incorrectly ordered etc. must be returned unopened within a 21 day period after receipt.
Change of Mind
Please choose carefully as we do not have to provide a refund if you have changed your mind about a particular purchase.
Consumers Guarantees Act
Under the Consumer Guarantees Act 1993 (‘CGA’) you have guaranteed legal rights for goods (and services) you buy.Consumer guarantees ensure that:
- The goods are of acceptable quality, such that the goods:
- do what they are made to do
- are free from minor defects
- are safe and durable and
- are acceptable in appearance and finish
- The goods are fit for a particular purpose as described by us.
- The goods match the description accompanying the product.
- The goods correspond with any sample or demonstration model where the goods are supplied by reference to such sample or model.
If the goods (or services) we supply do not meet a consumer guarantee, we will meet our obligations under the CGA to provide a solution. The CGA does not apply where the goods have been used in a manner, or to an extent which is inconsistent with the manner or extent of use that a reasonable consumer would expect to obtain from the goods; and the goods would have complied with the guarantee of acceptable quality if they had not been used in the manner or to that extent.
If you are acquiring goods (or services) from the ToughTools.co.nz website for business purposes as defined in sections 2 and 43 of the CGA, you agree that the consumer guarantees provided for in the CGA will not apply to the supply of those goods (or services).
If the goods (or services) we supply do not comply with a consumer guarantee, but can be remedied within a reasonable time, we will either repair or replace the goods with goods of identical type. If we cannot repair or replace the goods within a reasonable time, we will refund your purchase.
A ‘major failure’ is where the failure in the goods cannot be repaired or cannot be repaired within a reasonable time, or where the failure constitutes a ‘failure of substantial character’ as set out by section 21 of the CGA. If a failure amounts to a major failure, you are entitled to return the goods and choose to have a replacement of the returned goods or a refund. Alternatively, you may elect to retain the goods and obtain compensation for the reduction in value of the goods. Where you choose a replacement, we will where available, provide goods of the same type and similar value to the returned goods.
Any shipping costs to return the original goods to Panasonic New Zealand Ltd. will be at the cost of Panasonic New Zealand Ltd., where Panasonic New Zealand Ltd. considers the goods to have breached a consumer guarantee. If on examination of goods returned to Panasonic New Zealand Ltd., the goods are found to not be in breach of any consumer guarantee, Panasonic New Zealand Ltd. may charge you a fee for examining the goods, and any cost to return the goods to you.
Please note that goods must be returned within a reasonable period and you may be asked to demonstrate that you have purchased the goods from Panasonic New Zealand Ltd. via ToughTools.co.nz and that the problem with the goods was not your fault.
Refunds will be issued at the discretion of Panasonic New Zealand Ltd. If your selected item is out of stock, Panasonic New Zealand Ltd. will give you the option to either choose a different item of similar value or refund your purchase and the amount charged to your credit card. Refunds will normally be processed within seven (7) business days.
This returns policy is not intended to exclude or limit any rights which you may have as a consumer under the Consumer Guarantees Act 1993, and may not necessarily describe all rights you may have.