Frequently Asked Questions
** Please make sure you provide a detailed shipping address where you or someone reliable will be available to sign for the package. Our couriers (FedEx/TNT/UPS/DPD/DHL/USPS) deliver on Monday to Friday, during office hours. Therefore, if necessary, please use your work address for delivery. In addition, please make sure you provide a reachable phone number, such as your mobile phone number, as our couriers may need to contact you during delivery. **
** Please check your spam folder if you have not received any order confirmation or tracking email from us. **
** We will pay for all import and customs charges, under all circumstances. There will be no additional charges. **
Frequently Asked Questions
Do the products come with any warranty?
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 3 year UK/EU/US local Warranty on all products. All items purchased from Panamoz Electronics come with our free warranty. Our warranty covers all manufacturer's defects, and all parts, labour, and shipping costs for the full duration of the warranty. Our products are all extremely high quality brand name items from brands such as Sony, Canon, Panasonic, Samsung, and many others. We stand by all the products we sell and we want to give you the protection you deserve. All warranty issues are handled locally in your area, with any authorised repair centre.
The Panamoz.com UK/EU/US 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. Most of our competitors require you to send the item back to far east for repair, which is expensive and time consuming. We certainly don’t want our customers to wait for weeks and months to have the item repaired. Since our warranty is local, the wait time is much reduced.
b) When is the warranty activated and how long is the duration?
It is activated on the date of delivery, as shown on the courier’s tracking system. The duration is 3 years.
c) What does the warranty cover?
It covers all manufacturer’s defects.
d) What should I do if a fault develops?
Please contact us by email with your order number, full name, and also details of the fault. We will provide you with the authorisation to go forward and also information on our authorised repair shops near you. To claim back any cost you have accumulated, please send us the relevent invoices. We will reimburse you the full amount by either bank transfer or PayPal.
e) How do I activate the warranty?
Your Panamoz.com warranty is activated automatically on the date of delivery. For your convenience, there's no extra step to take. Your warranty and purchase record is safely stored in our database.
f) What happens if it cannot be repaired locally, due to lack of parts, or other reasons?
We will arrange a courier to pick it up from you, and then we will send you a replacement unit, at no charge to you. We will be responsible for all shipping costs.
g) How do I obtain the warranty?
It is included for free on all purchases.
h) How do I know what is covered by your warranty, and what is not?
For more information, please refer to our Terms and Conditions, under the Panamoz.com Warranty section:
Of course, you're always welcome to contact us if you have any questions:
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.
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 our shipping and handling fee (20 GBP flat rate).
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 box and packaging, with all standard accessories included, no exception.
2. Are your products compatible with my country?
All our products are fully 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 menu). Please note due to environmental concern, many products come with user guides in CD-ROM format only. This is out of our control.
3. What does SIM Free mean?
SIM Free means the mobile phone is fully unlocked. 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 guarantee them to have English language interface (screen menu).
7. Is your stock eligible for any cash back offers or special offers?
As we source our stock internationally, we can't guarantee it is eligible for any cash back offers or special offers.
1. Can I order by phone, fax, or any other methods other than online checkout?
Please note at this time, the answer is no. In order to protect your sensitive 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
3. Is it safe to order through Panamoz Electronics?
Yes. Panamoz Electronics is a AlphaSSL certified website as well as hosted under a dedicated server. This means our website is secure and hacker 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. What happens after I've placed an order and made payment?
You will receive an order confirmation email from us with your order number, and also a payment confirmation email from PayPal. Please remember to check your spam folder if you do not see them. You will receive the tracking information by email soon after.
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, customer service, and fraud protection. You do not need to register for a PayPal account to pay us. PayPal is a card payment processor that can process your credit card and debit card directly and instantly.
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. Which currency will my order be billed in?
We accept GBP, EUR, CZK, DKK, HUF, PLN, RON, SEK, and USD. and therefore you will be billed in one of these currencies. The currency can be selected on the website (at near the top if on desktop computer, and with the menu button on the top right side if on mobile phone).
10. Will I have to pay any import taxes and duties?
You will not have to pay any. Our prices are all inclusive. All import and customs charges will be covered by us fully, and will be billed to our shipping account directly. You will not be billed.
11. To complete an order successfully, will I have to provide any additional proof of address?
This is usually not required. However, if your order exceeds a certain amount and is placed with a credit card, then we may ask you to provide a proof of address, such as a scanned copy of your utility bill.
1. How long do I have to wait for my order to arrive?
Delivery takes 4-7 business days. Once we receive your order, the item is carefully packaged for delivery. It will leave our warehouse within 24-72 hours of ordering. We send all orders by FedEx, TNT, DPD, USPS, DHL or UPS Express service and you will receive it within the next 2-3 business days. In short, you will receive your order within 4-7 business days of ordering.
2. How much is shipping?
For all orders, shipping is FREE. We use FedEx, TNT, DPD, USPS, DHL, and UPS Express services. They are extremely quick and secure.
** Note **
Currently we ship to the United Kingdom, Ireland, France, Spain, and the United States.
3. Will I have to pay additional charges on delivery?
All our prices are final. There will be no additional charges.
4. Is shipping insurance included?
Yes, for all orders, we include full shipping insurance for free. The coverage is 100%. You will be fully protected if your package is lost or damaged.
5. Where are your products shipped from?
We have warehouses in Hong Kong, US, EU, and the UK. Your order will be shipped from any of our warehouses, depending on the logistical situation. We use FedEx, TNT, DPD, USPS, DHL and UPS Express services, which are the best in the business. No matter where it is coming from, once an item is on flight, it will take only 2-3 business days to arrive at your doorstep. The tracking information is updated constantly on the courier websites, so you will know what's happening.
In addition, all import charges will be covered by us fully, and will be either billed to our shipping account or refunded to you immediately if billed to you. Please contact us by email if you are billed and we will send you a refund in full within 24 hours.
6. 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 trackable online.
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. We will arrange with a courier to pick it up from a location of your choice. We will send you a full refund less our shipping and handling fee (20 GBP flat rate). Please note the item has to be in 100% new and unused condition to take advantage of our 14 day money back guarantee.
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. We will ask a courier to pick up the faulty item from a location of your choice, free of charge.
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, TNT, DPD, USPS, 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. We will ask a courier to pick up the damaged item from a location of your choice, free of charge. Please note that you will be responsible for providing an address where you will be available to sign for the package. If the package is delivered to the stated shipping address and signed for, then it is cosidered to be delivered.
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. If the item is not in new and unused condition, then we will charge a restocking fee of 30%.
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. Our prices are all inclusive. What you see is what you get. You will not be charged any credit card or PayPal processing fees. In addition, all import and customs charges will be covered by us fully, and will be billed to our shipping account directly. You will not be billed.
3. Can I cancel an order?
Yes. If the item has not been picked up by the courier from our warehouse, then we will provide you with a full refund. Unlike some of our competitors, we will not charge you any restocking fee when you cancel an order. Please be aware that once an item has been picked up by the courier, we will not be able to cancel it. If you still need to cancel, then you will need to reject the package during delivery, and we will charge you a return shipping fee of 20 GBP (flat rate). As our order processing is quick, please contact us immediately if you need to cancel an order.
4. Are you able to provide a VAT invoice?
While we will pay for all import and customs charges, we are unable to provide a VAT invoice, as we are not a VAT company.
5. How do I contact you?
You can use the contact form on our Contact Us page, or email us directly at: email@example.com
You can also contact us by phone:
United Kingdom: 01273257115 (UK Time: Mon-Sat, 7AM – 4PM)
6. What is your address?
Our Hong Kong Headquarter Office Address:
35/F Central Plaza, 18 Harbour Road,
Our UK Office Address:
3rd Floor, Queensbury House, 106 Queens Road,
Brighton, BN1 3XF
You can learn more about us by visiting our About Us page:
You can message our representatives directly here: