Returns & Refunds

Refund & Returns Policy

Last updated: October 2025

This policy explains your options if there’s a problem with your order from Trust Panda. It applies in addition to your rights under the Australian Consumer Law (ACL). Nothing in this policy limits your ACL rights.

1. Consumer guarantees (ACL)

Our goods come with guarantees that cannot be excluded under the ACL. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. If the failure is not major, you are entitled to have the goods repaired or replaced within a reasonable time. A major failure includes where the goods are unsafe, substantially different from description, or would not have been purchased if the problem was known.

2. Change of mind

We do not have to offer a refund for change of mind under the ACL. However, at our discretion we may accept a change-of-mind return within 14 days of delivery if the item is unopened, unused, and in resaleable condition with all packaging and accessories. Shipping costs are not refundable and return shipping is at your cost. Please contact us before sending any item back.

3. Security hardware & digital items

  • Security hardware (e.g., authentication keys). For cybersecurity integrity, if the packaging seal has been opened, these products cannot be returned for change of mind. This does not affect your ACL rights for faulty goods.
  • Digital items (e.g., licence keys, downloads). Once delivered, accessed or activated, digital products are non-refundable except as required by the ACL.

4. How to request a return

  1. Contact our Customer Care team via Chat, 1300 072 632 or support@trustpanda.com.au (Mon–Fri, 9am–5pm AEST/AEDT).
  2. Have your order number, proof of purchase, and a description (and photos if relevant) of the issue.
  3. We will confirm the next steps, including any return address or manufacturer case reference.

5. Return shipping

Unless we tell you otherwise or the ACL requires it, return shipping is at your cost and risk. For items valued over $75, we recommend tracked/insured postage. Keep your lodgement receipt.

6. Inspection & outcomes

Once received, we’ll assess the item. Depending on the issue and your ACL rights, we may:

  • Repair the item at no charge; or
  • Provide a replacement; or
  • Provide a refund to your original payment method.

If a refund is approved, we’ll process it within 5 business days. Your bank or card provider may take additional time to complete the credit.

7. Proof of purchase

Please keep your order confirmation, tax invoice or receipt. We may not be able to assist without proof of purchase.

8. Damaged on arrival / incorrect item

If your order arrives damaged or incorrect, contact us within 7 days of delivery with photos so we can resolve it quickly.

9. Contact us

Trust Panda
Customer Care: 1300 072 632 (Mon–Fri, 9am–5pm AEST/AEDT)
Email: support@trustpanda.com.au