Terms of Service
Hello and welcome to Panoma’s Terms of Service!
Acceptance of orders
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When you place an order – whether online, by email, or by phone – we will acknowledge receipt and confirm whether we are able to accept your order. If we are able to accept it, we will send you written confirmation.
Order rejection
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Occasionally, we may need to reject your order. This may be due to several reasons, such as; unforeseen material shortages, unsatisfactory credit information, delivery address limitations, or an error in our pricing of the product. Should this occur, we will inform you promptly and, if payment has already been taken, issue a full refund.
While we aim to be accurate, any availability information or dispatch estimates on the website in relation to products or services are approximate.
Please understand that we cannot make furniture until we have received your payment.
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Availability and dispatch dates
For deliveries we will charge you the cost of shipping, except where costs are included in the price list of our products. Panoma only aims is to cover the cost passed on from the shipping and courier companies it uses.
If you are outside of New Zealand you may be liable for local import duties, taxes and/or customs fees, which are charged by your government. We have no control over these charges and cannot predict what they may be. If in doubt, you should contact your local customs office. You may also be considered to be the importer of record and must then comply with all laws and regulations of the country in which you are receiving the goods.
Please note that our couriers will be able to deliver goods to your home, business or storage facility but they are not responsible for unpacking items or removal of packing materials.
We ship to most countries in the world, if your country is not available at check out, please contact us.
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Shipping
Payment & Pricing
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The price you pay for your order is the price that is displayed on the website at the time you place your order with us (including local taxes, where applicable). Delivery charges are calculated as part of the checkout process, based on the value of your order. The total final price payable, including all fees and taxes will be visible during the checkout process and before you place your order.
Please note that for some international deliveries, you may be liable for local import duties, taxes and/or customs fees, which are charged by your government; in such cases, we will charge you a price excluding taxes.
When paying online, we take payment from your card once you have entered your payment details and have clicked the ‘Place order’ button, subject to card authorisation. You will have the opportunity to check and correct any errors in your order before placing your order.
Please note, your bank, card issuer or financial institution may apply international transaction fees. We have no control over these fees.
Unless we have agreed otherwise, payment is taken at the time you place your order.
Our payment method on our website uses Sqaurespace Payments. It accepts debit and credit cards from Visa, Mastercard, American Express, Discover, Diners Club, JCB, and UnionPay. Other payment methods include Apple Pay, Klarna, Afterpay, Google Pay and Link.
Squarespace Payments keeps your financial information safe with PCI-compliant servers, payment data encryption, secure checkouts, and instant transaction risk monitoring.
If you would like to pay with an alternative method such as Paypal, bank transfer or cash, please contact us.
Collections
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Our furniture can be ordered online for home delivery, or collected in person from our business address. Please contact us for this.
If you fail to collect your order within four weeks of the agreed collection date, we reserve the right to cancel your order and refund your payment.
Color, Finishes and Materials
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Colour and finish may vary slightly depending upon the material as seen in our photographs.
With timber, colour variation and the timber grain will be different from batch to batch.
Our timber products are real wood, not artificial. They may contain small knots that are part of the natural character of the wood, making each surface unique.
Beaware of putting our timber products directly in the hot sun for long periods, as this may cause them to fade considerably and possibly crack.
Where possible, shade wood from direct sunlight.
Promptly clean up any spillages with a clean absorbent cloth. Take care not to use harsh cleaning products.
You have the right to cancel your any time up to 7 days from the day after the date you receive our payment receipt email.
As our items are made to order, after the 7 days we may charge you for the cost of the items that have been made to order.
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Cancellations
Missing, damaged, faulty or incorrect products
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If an item is missing from your order, you must notify us within 48 hours of delivery. You will not incur an extra delivery charge for replacement products.
If any boxes look like they may have been damaged during delivery, please make note of this on the courier’s paperwork before signing and take photos of the damaged boxes before opening them.
Please open the boxes immediately to check the contents. If you open the boxes to find that the items inside have been damaged in transit, please take photos and Contact us about the damage within 48 hours of receipt of your order.
Once the damaged or incorrect items are received at Panoma, we will either replace the damaged or incorrect products or refund the price (including delivery costs) to you. Provided the above conditions are met we will refund the cost of such returns.
All refunds will be credited using the original payment method.
It is important to us that all the items we supply to you are as described, fit for purpose, and of satisfactory quality.
Security and privacy
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All credit and debit card payments that are made on our website are protected by a secure connection. This secure connection ensures that your credit and debit card information is encrypted prior to it being transferred to the bank for authorisation.
We take your privacy very seriously.
To facilitate payment for our products it is necessary for us to process your personal data.
We also share your data with banks and our payment service provider for the purpose of payments, transaction processing and fraud prevention.
We also share your data with our worldwide logistics and delivery providers to provide your products.
You have the following rights:
The right of access
This enables you to receive a copy of your personal data.
The right to rectification
This enables you to correct any inaccurate or incomplete personal data we hold about you.
The right to erasure
This enables you to ask us to delete your personal data in certain circumstances.
The content of our website is protected by copyright, trade-marks, database and other intellectual property rights and is made available for your personal non-commercial use only. You may not reproduce, modify, copy or distribute or use any of the content on this website without written permission from Panoma.
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Intellectual property
We promise that we will operate this website with reasonable skill and care and that we will use our reasonable endeavours to correct any faults of which we are aware.
We do not make any promises about the availability of the website. In particular we disclaim any liability in connection with any technical problems you may experience with the website which may result in interruptions to the website, or any bugs or viruses in the website or the server that makes it available.
We do try to ensure that the information on the website is accurate and complete, but sometimes mistakes occur and we therefore do not accept any liability which may arise as a result of any such errors or incomplete information.
Panoma will not be liable for any damage caused by circumstance beyond its reasonable control, including but not limited to acts of God, war, riot, embargoes, acts of civil or military authority, rain, fire, flood, accidents, earthquake(s), strikes or labour shortages, transportation facilities shortages or failures of equipment, or failures of the internet.
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Disclaimers
We reserve the right to amend these Terms and Conditions without notice to you from time to time. Any such amendment shall be effective once the revised terms have been posted on the website.
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Amendments of the terms and conditions
If you have a complaint or a particular remark to make, please contact us. Any complaint will be dealt with fairly, effectively and confidentially.
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Complaints and remarks
We want to be a leader in moving Aotearoa | New Zealand to a more sustainable future. Areas we are focusing on are:
Longevity
We are seeing more and more furniture being thrown away today. Products break within months of using them. This is due to the availability of fast manufacturing techniques, cheap materials and furniture fashion. Products are being created on what’s trendy in that time, and its long-term implications are being neglected. We want to design furniture that lasts a life time and can be passed down to future generations.
Reducing Toxic Chemicals
Toxic substances which reach the water streams and our air are affecting plants, animals and human health. We want to reduce these as much as possible, as the products you surround yourself in and live with can have a big impact on your health.
Localisation
Using local materials and local craftsmen saves energy and emissions, you are also supporting local companies and craftsmen.
Minimising Waste
Pollution and landfill is rapidly increasing, largely due to us being wasteful in what we create and what we consume. Offcuts that is generated from furniture we create, we want to re-use for future furniture or household items.
Charity
Our aim is to work with one or more local charities that share similar values to ours. Donating a portion of each sale.
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Sustainability
This website is owned by Panoma Limited.
We are primarily focused on the design, production and sale of high-quality furniture in New Zealand.
We are committed to reducing environmental impacts, pollution prevention and understanding customer needs and plans its activities to meet them.
Please understand as we are a new and small company, we are doing our best in all areas of the business and constantly looking at ways to improve things.
If you have any questions regarding our company or the Panoma website, please contact us.