Refund Policy
1. Refunds
1.1. Refunds Generally
1.1.1. 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.
2. Returns
2.1. A return is an item a customer sends back. We evaluate the condition of each returned item. If it is unsellable, we assess who caused the damage. We then decide if you are eligible for a reimbursement.
2.1.1. A returned item is classified as unsellable for the following reasons:
(a) The item is not in the same condition as previously listed.
(b) It is defective, damaged, opened (including where the seal has been broken), lacking required labelling, missing parts, prohibited, or otherwise unsuitable. This includes items that may pose a health or safety risk to our associates or the next customer who purchases them. For example, include consumables, personal care products, and products with expiration dates.
2.2. Returns Policy
2.2.1. 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.
2.2.2. 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.
2.2.3. The product is in resaleable condition; we do not accept change of mind returns for used or opened items.
2.2.4. If you wish to cancel the order before it has been delivered this will be classified as a change of mind return.
2.2.5. 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.
- 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.
Please contact us to initiate a return request. We will review your return request and action accordingly.
To initiate a return email to us at support@panmi.com.au.
3. Product Warranty and Guarantee Policy
3.1. All products sold by Panmi (except consumable goods and refurbished products) are backed by a 12-month manufacturer's warranty from the date of delivery.
Refurbished products have a 6-month limited warranty and a repair policy only. These products will not be refunded or replaced. Different parts have different warranty periods. Please see tables below:
E-Scooters
| Key Part | Warranty | Content |
|---|---|---|
| Frame | 6months | |
| Controller | 6months | |
| Dashboard | 6months | |
| Motor | 6months | |
| Lights | 6months | |
| Mechanical parts | 6months | |
| Cable | 6months | |
| Brake/Throttle | 6months | |
| Charger | 6 months | |
| Battery | 3months | |
| Plastic Cover/Housing | 3 months | |
| Tyres | 3 months | Inner/Outer tyres |
| Consumption Key part | No | Footpad, Grips, Screws, Rubbers, Reflectors, brake disc, NFC card |
E-Bikes
| Key Part | Warranty | Content |
|---|---|---|
| Main frame | 6months | |
| Controller | 6months | |
| Motor | 6months | |
| Brake | 6months | |
| Lights | 6months | |
| Mechanical parts | 6months | |
| Gearbox | 6months | |
| Crank | 6months | |
| Display | 6months | |
| Battery | 6months | |
| Charger | 6months | |
| Plastic Cover/Housing | 3 months | Inner/Outer tyres |
| Tyres | 3 months | Inner/Outer tyres |
| Consumption Key part | No | Key, Rubber, Screws, Chain, Pedal, Wheel Rims, Brake disc |
How to Obtain Warranty Service:
Please contact us with the following details to initiate a warranty claim:
Order number
Detailed description of the issue
Images or videos of the described issue
Serial number of the product
The serial number will be used to check that the product is authentic and purchased through Panmi.
After we receive the above details, we will review your warranty claim and action accordingly.
3.1.1. Exclusions & Limitations
The 12 months manufacturer’s warranty does not apply to any damage caused in the following circumstances:
- Damage caused by nature or acts of God, for example, lightning strikes, cyclones and the like.
- Negligent or incorrect use of the product.
- Commercial use of the product
- Unauthorised modifications to any part of the product.
- Damage caused by negligence, accident, abuse, misuse, flood, fire, earthquake or other external causes.
- 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.
Warranty will be void in any of the above circumstances.
