Return and Refund Policy

Returns and Refunds of Physical Products

All physical products on the Pana Compu Online Store can be returned under the following conditions/situations:

• Product Not Wanted And The Packaging Has Been Opened:
  • If you have bought a product that you no longer want, but its' package has been opened, it will not be possible to return the product under any circumstance.
• Product Not Wanted And The Product Is In Its' Original Sealed Packaging:
  • If you have a bought a product that you no longer want, and it is in its' original sealed packaging, you can return this product to Pana Compu within 2 working days of receiving the product. This does not apply to large orders, special orders from distributors, or imported products.
  • The product and its' packaging will be returned to the warehouse where an analysis of the product and its' packaging will be done. The return will only be accepted if the product has not been used, is in its original packaging, is unopened, does not have any physical damage to the product or the packaging.
  • If the return is accepted you will be contacted by email and offered credit for the value of the product. A refund of the money will not be possible.
  • If for any reason, a decision has been made to not accept the return, this decision will be final.
  • After 2 working days it will not be possible to return the product under any circumstance.
• Faulty Product (within 2 working days):
  • If you have received a faulty product, you must return this product to Pana Compu within 2 working days.
  • The product will be returned to the manufacturer, and the manufacturer will decide if the product merits a replacement or a repair. In case that a replacement is due but there is no replacement available, a full refund will be issued.
  • There is no fixed timeline for this process, as each manufacturer is different. And there are no replacement products provided while waiting for a decision.
• Faulty Product (after 2 working days) - Warranty Issue
  • A fault discovered after 2 working days will be covered under the warranty of the product and the warranty will be dealt with by the manufacturer of the product. You may create a case with the manufacturer directly, or you may bring the product to Pana Compu and we will create the case for you with the manufacturer.
  • Each Manufacturer has different warranty rules which can be found on the manufacturers' website, and/or on the documentation received with your product.
  • Pana Compu will not be held responsible for warranty issues. All decisions will be taken by the manufacturer, and the manufacturers' decision will be final.
  • There are no timeframe guaranties with warranty cases, as every warranty case is different. Pana Compu will not be held responsible for delays or slow service from the manufacturer.
  • A credit will be issued if the Manufacturer cannot repair or replace the product. This decision will be made by the Manufacturer, and Pana Compu cannot change this decision. Under no circumstance, will a refund be issued.
  • There is no fixed timeline for this process, as each manufacturer is different. And there are no replacement products provided while waiting for a decision.

* Physical Damage: A return of products that have been physical damaged will not be accepted under any circumstances. Physical Damage can be caused by environmental factors such as air moisture, insects, high altitudes, sea depths.

* Delivery Costs: The cost of delivery or the cost of sending by courier will not be included when we offer credit or a refund, under any circumstance.

Returns and Refunds of Digital Products

There are no returns or refunds available for the purchase of digital products. Examples of such products are activations and renewals of antivirus software, operating systems and office applications.

Refund Methods and Time Frames:

The refund method will depend on the original payment method.

• Refunds to credit and debit cards can take up to 15 working days
• ACH Refunds can take up to 10 working days to be processed
• Refunds to internacional accounts will incur a processing fee of $40 USD. In the case of an international refund the customer the customer may receive an amount less than the amount sent by Pana Compu due to intermediary banks, and also the fees at the receiving bank. Pana Compu has no control over this process or these fees and will not be responsible for paying such fees.
• Refund by a bank authorized check can take up to 10 working days
• Cash refunds are not available under any circumstance
• Pana Compu can decide which refund method that it will use. The refund method chosen will not always be the same as the payment method used to make the purchase. The customer cannot choose the refund method, this is chosen internally.

How To Return a Product

Before returning a product, it is a requirement that you contact the support team first using the below details. If you do not contact support first and receive approval to return the product, the return will not be accepted.

Phone: +(51) 01 748 1098 (Spanish)
WhatsApp Chat: +(51) 988 466 970 (English & Spanish)
Mail: support.pe@panacompu.com (English & Spanish)

All returns of physical products must be returned by the customer to one of the following addresses. You will be responsible for the organization and the cost of the return of the products to these addresses. This includes products sent by courier, if you require a courier to return a product, you will be responsible for this cost. Returns can be made Monday to Saturday, from 9am to 6pm.

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