Panmi Refund Policy

1. This policy

In this policy, we set out your options in relation to returning products, obtaining a refund for products or making a claim under an applicable Panmi warranty.

The matters set out in this policy are in addition to any other rights and remedies of a consumer under the Australian Consumer Law. If you are a consumer, then nothing in this policy is intended to limit or impact on your entitlement to obtain a remedy for any breach of the consumer guarantees.

The warranties and returns policy offered by Panmi do not apply to any products or parts which were not purchased from Panmi (as evidenced by the serial number applicable to the products or parts). If Panmi is unable to assess the serial number of an applicable product / part for any reason (for example, because the serial number is missing from the product / part), then the warranty and returns policy will not apply for that product / part.

2. Undeliverable products

In the event that the product is determined to be undeliverable due to loss of or damage to a shipment that is due to any fault attributable to Panmi, then Panmi will notify you of the cause of the loss or damage, and offer you the choice between:

(a) a full refund of the amount you paid towards the product; 

(b) credit that may be used toward any products usually sold by Panmi.

3. 30-day Returns Policy

• We have a 30-day return policy, which means you have 30 days after delivery of your item to request a return including refurbished items.
• For change of mind, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Buyer will be responsible for the return postage fee. We do not accept change of mind returns for used and opened packaged items.
• The product is in resaleable condition; we do not accept change of mind returns for used or opened items.
• If you wish to cancel the order before it has been delivered this will be classified as a change of mind return.
• For faulty or damaged items, you must provide a detailed description of the issue. We may request for appropriate proof or evidence such as images or videos.
• Please contact us to initiate a return request. We will review your return request and action accordingly.

4. Product Warranty and Guarantee Policy

4.1 Panmi Warranties

4.1.1 All products sold by Panmi (except consumable goods and refurbished products) are backed by a 12-month manufacturer's warranty against defects, commencing from the date of delivery. For any breach of this warranty, Panmi will (in its discretion), repair or replace the defective product, or offer you a refund for the defective product.

4.1.2 Refurbished products have a different warranty depending on the part, during which time Panmi will offer repair services only for breach of the warranty for refurbished products. Under this product warranty, no refunds or replacements are available for refurbished parts.

4.1.3 Different refurbished parts have different warranty periods. Please see tables below:

E-Scooters

E-Bikes

4.2 How to Obtain Warranty Service:

4.2.1 Please contact us with the following details to initiate a warranty claim:
• Order number;
• Detailed description of the issue and applicable products / parts;
• Images or videos of the described issue, defect or damage, sufficient to allow Panmi to make an assessment of the alleged issue;
• Serial number of the product (this will be used to check that the product is authentic and purchased through Panmi); and
• Anything else which Panmi might reasonably request in order to allow us to assess your warranty claim.

4.2.2 You can initiate a warranty claim by contacting us through the Panmi Customer Help Centre, or at  support@panmi.com.au.

4.2.3 After we receive the above details, we will review your warranty claim and assess whether the claim falls within an applicable Panmi warranty, and notify you accordingly.

4.2.4 As part of a warranty claim, Panmi may require you to return any allegedly defective products or parts to us for assessment (or as part of the warranty claim or remedy process). In this case, you are responsible for any applicable postage fees.

4.3 Exclusions & Limitations

The products and refurbished parts warranties offered by Panmi do not apply to any damage caused in the following circumstances:

• Damage caused by circumstances outside of the control of Panmi, including nature or acts of God, for example, lightning strikes, cyclones and the like;
• Negligent, accidental or incorrect use of the product;
• Commercial use of the product;
• Unauthorised modifications or alterations to any part of the product;
• Damage caused by operating the Product outside the permitted or intended uses described by the manufacturer’s instructions or with improper voltage or power supply;
• Damage caused by servicing of the product (including upgrades and expansions) performed by anyone who is not authorised by Panmi to perform such services; or
• Damage caused by natural wear and tear.

In each of the above circumstances, any warranty applicable to the product (or part) will be not apply.

4.4 Australian Consumer Law

Panmi’s products and repair services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the repair services, you are entitled:

• to cancel your service contract with us; and
• to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with products. If a failure with the products or a repair service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the products and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the products or repair service.