Frequently Asked Questions
Warranty
Products
Payment
Shipping
Returns
General
WARRANTY
Do the items come with any warranty?
All items purchased from Panamoz Electronics come with a free 1 year warranty. You will receive a warranty card with an unique reference number. Our 1 year warranty covers all manufacturer's defects, plus all parts and labour costs. Our products are all extremely high quality brand name items from famous brands such as Sony, Canon, Panasonic, Samsung, and many others. We stand by all products we sell and we want to give you the protection you deserve. All warranty and return/exchange issues are handled by us in the UK.
At Panamoz.com, we take customer satisfaction very seriously. Our goal is to exceed your expectations related to product quality, technical support and customer service. We deliver the best warranties in the industry with a 14 Day Money Back Guarantee, and a free 1 Year Warranty. In addition, we offer an optional 1 Year Replacement Warranty plan and 3 Year Warranty plan, at highly competitive prices.
** Many of our photographic products now come with a 3 Year Warranty option. If you purchase our 3 year warranty option, then you will receive 2 extra years of coverage, and also a 3 year warranty card. Please refer to our product listings for more information.
** Most products have an option to include our 1 Year Replacement Warranty for as low as 5 GBP. During this warranty period, if a fault develops, then all you have to do is contact us to obtain an RMA number and then we will expedite a brand new replacement out to your doorstep, free of charge.
Why the Panamoz.com 1 Year Replacement Warranty, is superior to the original manufacturer’s warranty:
1) You will not have to wait for weeks or even months for the repair to be finished. We understand many of our products are important to you and your lives, and therefore, the shorter the wait time is, the better.
2) You will receive a brand new item instead of a repaired or refurbished item that may not be completely fixed. Quite often, a defective item may develop the same fault again after repair. The best solution is to have a brand new replacement.
3) If the product has been discontinued and we’re unable to send a replacement, we will then send you another brand new item that has equal or better specifications. No manufacturer’s warranty offers this option.
The Panamoz.com 1 Year Replacement Warranty FAQ:
a) Why are you willing to offer this class leading warranty?
The reason is simple. We want to provide the best customer service experience possible. We don’t want our customers to wait for weeks and months to have the item repaired, causing a big hassle.
b) When is the warranty activated?
It is activated on the date of delivery, as shown on the courier’s tracking system. The duration is 1 year.
c) What does the warranty cover?
It covers all manufacturer’s defects.
d) What should I do if a fault develops?
Please contact us and then we will send you further instructions on how to send the defective item to us in London UK. Once the defective item is received, you will receive a brand new replacement within 7-10 business days, free of charge.
e) Is there a proof of warranty?
Inside the package, you will receive a special Panamoz.com 1 Year Replacement Warranty Card. Each of them has a unique reference number that links with your purchase.
f) How do I purchase the warranty?
On our listing, you will see an option to purchase the Panamoz.com 1 Year Replacement Warranty for as low as 8 GBP. You just need to click on the checkbox and then use our cart system to checkout.
g) What is the difference between your free 1 Year Warranty, and your 1 Year Replacement Warranty?
The 1 Year Replacement Warranty provides you with these extras:
- Instead of waiting for repairs to be done, you will have a brand new replacement within 7-10 business days
- The option to receive another brand new item that has equal or better specifications if we're unable to provide a brand new replacement
In addition, we offer:
Technical Support – Panamoz.com will, during the warranty period, provide no-charge technical support via email or telephone. Upon expiration of the warranty period, Panamoz.com will continue to provide no cost technical support via email.
The Panamoz.com 14 Day Money Back Guarantee - Your complete satisfaction is very important to us. We provide you with a 14 Day Money Back Guarantee. Within 14 days of the date of delivery, you can return your new and unused product for any reason for a full refund, less any shipping and handling charges.
PRODUCTS
1. Are all items brand new?
Yes, all items we sell are brand new. We never sell refurbished or used stock. All items are brand new in their original packaging with all accessories and papers included, no exception.
2. Are your products compatible with my country?
All our products are compatible with the UK and European market. They will work right out of the box. They are also guaranteed to have English language interface (screen menus).
3. What does SIM Free mean?
SIM Free means the mobile phone is unlocked from the factory, and never locked. Therefore, it can be used with any SIM Cards.
4. Are your mobiles unlocked?
Yes, all our mobiles are fully unlocked, and can be used with any SIM Cards.
5. Will the mobile phone I purchase work with my network provider?
All our mobile phones are compatible with European countries, such as the UK, Germany, France, etc. If you're unsure, then please contact us.
6. Are you able to guarantee what version of firmware the mobile phone comes with?
We're unable to guarantee what version of firmware the mobile phones come with. We do guarantee them to have English language interface (screen menus).
PAYMENT
1. Can I order by phone, fax, or any other methods other than online checkout?
Please note at this time is, the answer is No. In order to protect your personal information, you may order via online checkout only.
2. What forms of payment do you accept?
All transactions are handled by PayPal, and once your order is confirmed you will be redirected to PayPal.com for payment. You don’t have to be a PayPal registered member to use PayPal. It accepts your cards directly. You can pay by:
* Credit card: We accept Visa, Delta, Visa Electron, MasterCard, Eurocard, American Express
* Debit card: We accept Maestro, Solo and Visa cards
* Due to popular demand, we are accepting direct bank transfer with our UK HSBC account (BACS). The discount will be at 5%. Please contact us for more information.
3. Is it safe to order through Panamoz Electronics?
Yes. Panamoz Electronics is a GlobalSign and Guardian certified website as well as hosted under a dedicated server. This means our website is secure and hack proof. You can check our most updated certificates at near the bottom of our website.
4. Is my payment and sensitive financial information handled securely?
Yes. Panamoz.com will not ask for your sensitive financial information. Instead, we let PayPal handles your payment. You will be redirected to the PayPal website during checkout. Your credit card information will be entered on the PayPal website. PayPal is the most secure and popular way to pay online. It uses 128 Bit Encryption, which is the highest security standard. In addition, your financial details are never shared. For more information, we suggest you to visit the PayPal website.
5. How come my payment is in "pending" status after I've placed an order? I thought the payment is instant?
It is because we do not capture your payment on PayPal until the moment we ship your order. Once your payment has been captured, the status will become "completed".
6. Is there any protection when I buy from you?
All credit card companies provide fraud protection. In addition, PayPal offers its own comprehensive fraud protection protocol. Therefore, buying from us is extremely safe, as we accept credit card and PayPal.
7. Why are you using PayPal? Do you accept my credit card directly?
After careful research, we decide that PayPal is the best online payment processor, due to its ease of use, speed, and fraud protection. You do not need to register for a PayPal account to pay us. PayPal is a payment processor that can process your credit card or debit card directly.
8. Do I have to register for an account on Panamoz.com to place an order?
No, you can place an order as a guest. But we do suggest you to register for an account with us. Registering is easy and will take less than 1 minute. You don't need to provide any financial information during the registration process. Once you registered, you will be able to keep track of your order status and history easily.
9. What currency is my order billed in?
We accept GBP, EUR, and USD. All other currencies shown on our website are for reference only. The final amount will be shown during the checkout process.
SHIPPING
1. How long do I have to wait for my order to arrive?
Once we receive your order, the item is carefully packaged for delivery. It will then leave our warehouse within 24-48 hours of ordering. We send all orders by FedEx, DHL, or UPS Express service and so you will receive it within the next 1-2 business days. In short, you will receive your order within 3-5 business days of ordering.
2. How much is shipping?
We use FedEx, DHL, and UPS Express services. They are extremely quick and secure. For all our products, shipping costs 9.99 GBP. ** Currently we ship to: United Kingdom, Ireland, France, Spain, and Australia **
3. Will I have to pay Import taxes?
No, all import taxes/duties/VAT are covered by us. We are responsible for all additional tax charges. The price you see when you place an order with us, is all you have to pay. The price displayed for items sold by Panamoz Electronics are inclusive. You will be able to see your final price before you confirm your order, when you have completed your order information (including your delivery address).
4. Why are you charging for shipping? Shouldn't it be cheap?
As the products we're selling are expensive and high end, we want to use the best shipping method possible. That's why we use FedEx, DHL, or UPS Express for all orders. It is expensive, and our charge of 9.99 GBP is actually below our cost.
5. Do you offer combined shipping discount?
Please contact us if you want to order more than 1 item at the same time. In many cases, we will be able to give you a shipping discount.
6. Where are your products shipped from?
We are operating warehouses in the UK, US, and Hong Kong. Your item may be shipped from any of them, depending on the stock situation. We are always responsible for all import taxes/duties/VAT charges.
7. I've heard that sometimes you're shipping from Hong Kong. Why? Will that cause any problem?
There will be no problem. Hong Kong is one of the most busy trading ports in the world. It is famous for having brand name electronics at great prices. In addition, Hong Kong has one of the most free economy in the world, and the lowest taxes. This is why we've chosen Hong Kong as our base of operation. This means more savings to pass along to you. At the same time, as our roots is in the UK, we have a presence in the UK to provide you with the best and closest service possible.
We use FedEx, DHL, and UPS Express services, which are the best in the business. Once an item is on flight, it will take only 1-2 business days to arrive at your doorstep. The tracking information is updated constantly on the FedEx, DHL, and UPS websites, so you will know what's happening with it. All duties/taxes/VAT charges are paid by us, no matter where the package is being shipped from.
8. Can I track my order?
Yes, you can. After you have placed an order at Panamoz Electronics, we will email you the order details and order status. You may also check the order status and details online. Simply login to Panamoz.com, and go to your Buying History, all of your previous orders will be shown on the page. You are able to review the details of each order, the price, the item and the order status. We will keep you updated on your orders. Every time when the status of your order has been updated, you will be notified by email from our customer service representatives. If your order has been shipped, we will email you the tracking number which will be track-able online.
RETURNS
1. What happens if I receive the item and I don’t want it?
No problem. We have a 14 Day Money Back Guarantee. Just notify us within 14 days of delivery, which is shown on the courier's tracking system. You will receive a RMA number to return the new and unused item to us, and we will refund you in full, less any shipping and handling charges, no questions asked.
2. What if the item is dead on arrival or not as described?
If the item is dead on arrival or becomes faulty within 14 days, then we will send you a new replacement for free, or give you a full refund.
3. What happens if I receive the item and the item is damaged? Or it is lost in transit?
We send all items fully insured, with FedEx, DHL, or UPS Express. You will not have to pay extra for shipping insurance. If an item is damaged or lost, then we will send you a new replacement for free, or we'll give you a full refund.
4. Is there any restocking fee?
We don't charge any restocking fee, as long as you obtain an RMA number within 14 days of delivery, and the item is returned to us in new and unused condition.
GENERAL
1. How come your prices are so low? Are they too good to be true?
We keep our prices so low by stocking our products in large volume and maintaining a worldwide network of distributors. Unlike our competitors, we believe in fair and accessible prices so that everyone can enjoy their favourite gadgets.
2. Are there any hidden charges?
Not at all. What you see is what you get. You will not be charged any credit card or PayPal processing fees. You don't even have to worry about import taxes. We pay all fees and taxes for you.
3. Can I cancel an order?
Yes, if the item has not been shipped out yet. We will provide you with a full refund. Unlike some of our competitors, we will not charge you any restocking fees when you cancel an order. Please contact us immediately if you need to cancel an order.
4. How do I contact you?
You can visit our “Contact Us” page to use the contact form, or email us directly at: support@panamoz.com
You can also contact us by phone:
United Kingdom: 01273257119
5. Where is your company based?
The parent company of Panamoz Electronics is DX Camera Ltd. DX Camera Ltd is a Hong Kong based electronics wholesale company. Panamoz Electronics was created in 2009 to serve UK and European customers.
6. What is your company address?
Our United Kingdom address:
Panamoz Electronics
Unit 36, 88-90 Hatton Garden, London, EC1N 8PG
United Kingdom
Our Hong Kong address:
Panamoz Electronics
607, Yen Sheng Centre, 64 Hoi Yuen Road, Kwun Tong
Hong Kong
Company Number: 51395305
7. Are you able to issue a VAT invoice?
Please note we don't provide this service currently.
8. Do you accept bank transfer payment? How about wholesale orders?
Yes, we accept bank transfer payment (BACS) to our UK HSBC bank account. We will be able to offer a 5% discount, since there will be no credit card fees. Please contact us for more information. For wholesale orders, you may contact us at support@panamoz.com and our wholesale department will be in touch with you.
You may also learn more about us by visiting our About Us page:
http://panamoz.com/index.php/about-us
You can message our representatives directly here:
