Returns & Refunds
Change of Mind / Incorrect Choice
At Trust Panda we maintain the chain of custody for all the products we sell, because we know your security is important to you. For this reason we do not accept returns or exchanges for change of mind or incorrect product selection once your order has been dispatched.
If you have made the wrong product selection and your order has not yet been dispatched, we may be able to intercept the order for a full refund. During business hours orders are typically processed for dispatch within an hour of receipt. Please contact our customer service team urgently at support@trustpanda.com or via online chat to discuss your options.
Your Rights Under New Zealand Consumer Law
Under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986, you have rights that we cannot exclude or limit. Nothing in this policy affects those statutory rights.
When you purchase products from Trust Panda, we guarantee that our products will:
- be of acceptable quality - safe, durable, free from defects, and acceptable in appearance and finish;
- be fit for the purpose we state or that you tell us you need them for;
- match any description, sample, or demonstration we provide; and
- arrive without damage caused in transit.
Major failures
A product has a major failure when:
- a reasonable consumer would not have bought it knowing about the problem;
- it is unsafe;
- it is significantly different from its description or any sample shown; or
- it does not do what we said it would, or what you told us you needed it to do, and cannot easily be fixed.
If a product has a major failure, you can choose to:
- reject the product and receive a full refund;
- reject the product and receive an identical replacement (or one of similar value if that product is no longer available); or
- keep the product and receive compensation for the reduction in its value.
You may also seek compensation for any reasonably foreseeable loss or damage resulting from the failure.
Minor failures
If a product has a minor failure, Trust Panda may choose to repair the product rather than replace it or issue a refund. Any repair will be carried out within a reasonable time and at no cost to you. If we cannot repair the product within a reasonable time, or the repair attempt is unsuccessful, you may then choose a replacement or refund.
Services provided by Trust Panda
Where Trust Panda provides services (such as procurement or deployment services), those services also carry consumer guarantees under the Consumer Guarantees Act 1993, including that services will be carried out with reasonable care and skill.
Contact Us First
If you believe your product has a problem, please contact our Customer Care team before returning anything. We can often resolve issues quickly without the need for a return.
- Email: support@trustpanda.com
- Online chat: available via our website
- Hours: 8:30am to 6pm, Monday to Friday (Sydney Time)
If your product requires repair or replacement, we will provide you with the relevant return address and a case reference number.
Refunds
Once your return is received and inspected, we will contact you to confirm receipt and advise our proposed resolution - which may include a refund, repair, or replacement depending on the nature of the failure.
Where a refund is applicable, it will be applied to your original payment method within 5 business days of us confirming the refund.
Late or Missing Refunds
If you have not received your refund, please first check with your bank or credit card provider, as processing times can vary. If you have done this and still have not received your refund, contact us at support@trustpanda.com.
Shipping for Returns
Where a return is required due to a fault or failure covered by the Consumer Guarantees Act 1993, Trust Panda will meet reasonable return shipping costs.
For any other returns (where accepted), the cost of return shipping is your responsibility. We recommend using a tracked shipping service for any item of value. Products remain your responsibility until received by Trust Panda.