Pana Service

Head Office: 4 Exe Units • Cofton Road • Marsh Barton Industrial Estate • Exeter • Devon • EX2 8QW

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CALL US ON 08714 721461
(Please have your Pana Stores sales receipt invoice/number to hand)
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Sat,19Apr2014

Terms and Conditions

By entering this site you agree to abide by its terms and conditions. We only deliver to UK addresses and only to customers over the age of 18. These terms and conditions do not affect your statutory rights.

For any service or support queries please email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it Alternatively call 08714 721461.

Service Costs

  • Our service labour rate is £40.00 + VAT (£48.00 inclusive) for bench repairs per hour.  In-home repairs are subject to distance and a fuel surcharge may apply *.
  • An inspection fee is chargeable at the time of booking the product into our workshops. The fee is £40.00 + VAT and this amount is non-refundable however it is deducted from the final invoice. In some circumstances the item may be repaired within 30 minutes. On these occasions the appropriate credit will be applied to the final invoice.
  • Up to 10% discount voucher is offered off a new replacement item when the Technician’s estimate is uneconomical to repair or the parts are not available to repair. The Discount voucher has a maximum limit of equal to the amount paid for the Diagnosis & repair charge. Collection & delivery charges are excluded. 

    The up to 10% discount voucher is redeemable at one of the following Panasonic Stores, Exeter, Newton Abbot, Dorchester, Salisbury, Clifton, Bristol & Bradley Stoke, South Glos. The voucher is not transferrable and cannot be used in conjunction with other offers. The cost of the collecting your product (where applicable) and diagnosing the fault is not refunded. 

    Example 1. £48 paid for diagnosis & repair Replacement product £499.00 Amount of discount 48.00 Amount payable £451.00 Example 2. £48 paid for diagnosis & repair Replacement product £299.95 Amount of discount £29.99 Amount payable £269.96 Example 3. £60 paid for diagnosis & repair Replacement product £899.95 Amount of discount £60.00 Amount payable £839.95 

    The service discount voucher is valid for a period of 90 days from the respective service invoice. It cannot be used in conjunction with other discount vouchers/offers.
  • Our custom installation labour rate is £65.00 + VAT (£78.00 inclusive).

* Ask for details in-store or by calling 01392 829733.

Service Repairs

If you are transporting a product to one our service centres for repair please ensure that your product is securely wrapped, and that televisions are transported vertically. If you are using a courier to transport products please ensure you use a suitably secure and traceable means of transportation. We suggest carriers such as Royal Mail, Parcelforce, City Link or other reputable transportation company which provides parcel tracking.

Your personal details will only be used for the purposes of contacting you regarding your repair, including any financial transactions. This will either be by Pana Stores (South West) Ltd or in the form of a feedback survey from Panasonic UK. Your details will not be passed on to any other organisation without your permission.

The exception to this is if we are required to submit a report either to the police or Regulatory Body for legal reasons which we are able to verify. An example of this would be if we should identify footage on your product, the content of which is found to be of a nature that we believe may be illegal.

In order to complete a repair we may be required to update the software/firmware of your product.

The repair to your product may result in the loss of personal footage. Pana Stores (South West) Ltd disclaims all liability for the loss of such data and any other consequential loss or damage.

Your product, upon repair, will be returned to original specification. This may include (but is not limited to) return to region code 2 on DVD product, specialist set up etc.

If a repair is chargeable you will be charged an initial inspection fee of £48 which will be redeemable against the final cost of repair. If a repair is deemed uneconomical you will receive a 10% discount against a replacement product purchased in one of Pana Stores (South West) Ltd stores.

If a repair is chargeable we will issue you with an estimate, if we receive no return communication, we will contact you a second time, in writing, 30 days later. If we again receive no response, we will write to you a further 30 days later. If there is no response to this final communication within 30 days from the letter date, the product will be disposed of.

After a refusal of an estimate, you will have one of 2 options;

 1. You can elect to collect the item or we can return it to you at a charge.

 2. You can authorise Pana Stores (South West) to arrange disposal, we will request this to be confirmed in writing by letter or email

TFT Plasma Faults

Manufacturers have different levels of acceptable pixel loss on screens please refer to manufacturer's web site or call us on 01392 829733 or e-mail This e-mail address is being protected from spambots. You need JavaScript enabled to view it This e-mail address is being protected from spambots. You need JavaScript enabled to view it for more information.

The display screens used in products such as LCD TVs, Plasma TVs or camcorders may occasionally have dots missing or permanently lit. This does not necessarily indicate a fault.

A permanent after-image on a Plasma screen, resulting from displaying a fixed image, is not an operating defect and as such is not covered by the guarantee. Such products are not designed to display fixed images for extended periods of time. Please refer to the operating instructions for further information.

Guarantees

All of our products come with at least a 12 months Manufacturers Parts and Labour Guarantee.

All repairs are guaranteed for a period of 3 months against the same fault reoccurring.

If a product is faulty in the first 28 days then we will give you the option of a repair, a replacement or a refund. After this period the normal manufacturer's terms and conditions will apply. We offer a loan replacement during repair for all products purchased in-store.

This guarantee excludes faults caused by misuse, accidents or negligence. Also not covered are consumables (e.g. fuses, batteries etc), routine maintenance (Dirty heads etc), retuning and cosmetic damage. If an engineer is called out and no manufacturers fault is found the cost of the call will be charged to you. In the event of a fault we recommend the consumer to refer to their Instruction Book. If the remedy cannot be found here, you can phone our service help-line or the Manufacturer's customer help-line. Only following this procedure should a 'service call' be booked.

Panasonic Extended Guarantee

1. Panasonic UK and Pana Stores (South West) Ltd extended guarantees are in addition to and do not in any way affect any statutory or other rights of consumer purchases. The extended guarantee applies to UK & Republic of Ireland only.

2. The product shall have been purchased and used solely for normal purposes and in accordance with the standard operating instructions.

3. The extended guarantee covers genuine manufacturing defects or design faults; it does not apply to damage, however caused, wear & tear, neglect, incorrect adjustment or repair, modifications unauthorised by Panasonic or any items of a limited natural life.

4. In the event of a product fault, firstly please refer to the instruction book in order to identify and possibly correct the problem. If you cannot resolve the problem, contact your nearest service centre.

5. Your sole and exclusive remedy under this guarantee against us is for the repair or at our option the replacement of the product, or any defective part or parts. No other remedy, including, without limitation, incidental or consequential damage or loss whatsoever nature, shall be available to the purchaser.

Pricing

Our pricing reflects the levels of service we give. We are equipped to service the West-Country with our own technicians and fleet of 10 vehicles, and are passionate 'bricks and mortar' retailers. However because of our large buying power we offer extremely competitive prices and therefore demand does occur from elsewhere and we are delighted to supply the rest of the UK.

Delivery and Installation

Delivery times are between one and three working days from clearance of payment for in-stock items depending on the time of day the order was received (for next working day delivery, please order before 2pm). If a product is out of stock with our suppliers or ourselves we will contact you and offer a delivery date an alternative product or a refund.

Our own vehicles are equipped to install the products professionally within the South-West. Our Custom Installation teams travel much greater distances as we have contracts with various organisations throughout the UK. However standard products ordered by e-mail or telephone outside of the West country region will be delivered by our our authorised courier, Target. These vehicles usually have only one person and may require assistance if you have requested a large or heavy product. They are unable to assist in installation or set-up of the product. If you are unable to assist with a large or heavy item, please advise us at the time of ordering.

Delivery address

We will only deliver goods to the address on the order and all goods must be signed for. For payments made by card we only deliver to customers registered address.

Damage in transit

Any damaged goods should have the damage marked on the delivery note and you should inform us as soon as is practicable but at the latest within 7 days of delivery.

Shortages

It is your responsibility to sign for the correct number of packages as shown on the delivery consignment note and inform us within 7 days of delivery.

Wrong goods

You should notify us of any wrong goods supplied within 7 days of delivery.

Non delivery

You should notify us of Non Delivery within 10 days of the expected delivery date or we will not accept liability.

Payment methods

We accept cheques and all major credit and debit cards except Diners Club. We also offer interest free credit on all items over £300.00 or 36 months interest bearing terms (all subject to status). We require the full details of the registered address of the card holder. Failure to provide these details will cause a delay in processing your order.

Returns policy

In accordance with the distance selling regulations if you wish to cancel you must contact us within 14 days in writing or E-mail or Fax. The goods should be new, unopened and unused and complete with all accessories and in original packaging. We reserve the right to charge for any missing accessories. You may send the goods back yourself or we can arrange for them to be collected from you. If we arrange for the goods to be collected this is done at your risk. We reserve the right to recoup all costs that we have incurred, including the expense of delivering the goods to you in the first instance.

Refunds

When a refund has been agreed we will always try our best to process the refund within 14 days, provided the goods have been returned as per the above paragraph. The refund can only be made to the original purchaser and in the original payment type, e.g. sold on MasterCard refunded on MasterCard.

Back orders and special orders

If an item is on back order we will keep you updated on the availability and until such times as the product is in stock you may cancel and request a refund. On special orders so long as we are able to cancel the delivery you will also be able to request a refund.

Web site contents accuracy

We work extremely hard to make sure that all content on our web site is up to date and accurate. However we cannot guarantee the accuracy of product specification features and accessories. We always recommend that you phone or e-mail to confirm a products specification if it is critical to you. If a particular feature is important to you please contact us before placing your order. Prices and content are updated daily. In the event that a product is incorrectly priced due to a typing error we shall have the right to refuse or cancel orders whether or not the order has been confirmed. In the event that a charge has already been made to your card it will be immediately credited back to your account.

Complaints & Compliments

We do our utmost to ensure that your transaction goes smoothly and that you are happy with the service you receive. In the event that you are pleased with our service and us we always appreciate positive feedback alternatively you can email This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

This e-mail address is being protected from spambots. You need JavaScript enabled to vieIn the unlikely event of a problem again either email This e-mail address is being protected from spambots. You need JavaScript enabled to view it This e-mail address is being protected from spambots. You need JavaScript enabled to view it or phone (01392) 829733. We aim to respond to all issues as they arise, however always within 48 hours.

Feedback

We reserve the right to modify the information that you enter via our Feedback Forum or send to us via email. These modifications are mainly to correct minor spelling and grammatical errors. In addition, we may also improve the visual presentation of your feedback on the Feedback Forum. Any inappropriate comments will be removed at the moderator's discretion.

We also reserve the right to use your feedback in any future publicity (not restricted to the website).

If you wish to remove or amend your feedback then please email us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

This e-mail address is being protected from spambots. You need JavaScript enabled to view it If you do not understand these terms or would just like further assistance, please do not hesitate to contact us by e-mail or telephone 08714 721461.