Click & Collect Terms and Conditions
Please read these terms and conditions carefully
These terms and conditions apply to you when you order Products through the Pandora website for delivery using the Pandora Click & Collect service.
These terms and conditions ("C&C Terms") are supplemental to the Pandora Online Store Terms and Conditions at https://au.pandora.net/en/termsandconditions/terms.html ("Online Sales Terms"). By ordering any Products using the Pandora Click & Collect service you agree to be bound by these C&C Terms and Online Sales Terms (together “Terms”). To the extent that there is a conflict between these C&C Terms and the Online Sales Terms, these C&C Terms prevail. Except where defined in these C&C Terms, defined terms used have the meaning given to them in the Online Sales Terms.
Products ordered on the Pandora website using Pandora's Click & Collect service will be sold to you by Pandora Retail Pty Ltd ABN 22 126 737 399 whose registered address is at Level 5, 12 Narabang Way, Belrose, NSW 2085, Australia ("Pandora").
1. Placing an Order
If you would like to be able to collect your Products from a Pandora store, please use the ("Find in Store") button on the Product webpage to see if your Products are in stock at your local Pandora store. Not all Pandora stores participate in the Pandora Click & Collect service, and so please use this search function to find a participating store closest to you.
At the checkout page you will be provided with an opportunity to select the "Click & Collect" delivery option for some or all of the Products and to choose a participating Pandora store to collect the Products from. You can follow the same process as above and simply click on the "Find in Store" button to see which store is available to collect your items from.
When you place your order using the Pandora Click & Collect service you will have the opportunity to add the name of an alternate pick-up person who can collect the Products from the store on your behalf. Please ensure that you have their permission to provide their name to Pandora before you place your order. Due to the speed at which orders are processed, you will not be able to add or change the alternate pick-up person once your order has been placed.
2. Order Processing and Contract Formation
After receiving your order, Pandora will send an email to the email address you provided, acknowledging receipt of the order and setting out details of the ordered Products (Order Receipt Confirmation Email).
The products on the product pages of the Pandora Online Store are not an offer to sell but an invitation to treat only. Pandora may choose to reject all or part of an order in Pandora’s sole discretion for any reason, including without limitation in the case of abnormal orders and orders which Pandora suspects are not placed in good faith or for personal use, or orders in response to incorrect offers on the Pandora Online Store made as a result of human, system or technology error (including errors in the image, description or price).
Pandora may from time to time impose quantity restrictions or limits on the Products you can order. Any quantity or total value restrictions will be stated on the Pandora Online Store or communicated to you at the time of placing your order or otherwise communicated to you. If Pandora rejects an order Pandora will refund any money paid for that order.
After receiving your order, Pandora will check that the relevant Products are in stock at the store that you have chosen to collect your Products from. Once your Products are in stock and your order has been prepared for collection by our store team, you will be sent an email notifying you that the Products are ready for collection ("Collection Confirmation Email"). A separate contract for the sale of the ordered Products between you and Pandora on the Terms will be formed when Pandora sends you the Collection Confirmation Email. The contract is formed on sending the Collection Confirmation Email whether or not you receive such email. You are encouraged to download, save and print a copy of your Order Receipt Confirmation Email, Collection Confirmation Email and these Terms for your records.
The contract will only relate to those Products which are listed in the Collection Confirmation Email. Pandora will not be obliged to supply any other Products which may have been part of your order until such Products have been confirmed in the Collection Confirmation Email.
If you would like to cancel your order after you have received your Collection Confirmation Email, please refer to Pandora’s Returns and Refunds policy at https://au.pandora.net/en/returns/returns.html.
If Pandora is unable to fulfill your order after receiving it, you will be sent an email notifying you that your order has been declined and Pandora will refund any money paid for that order.
Where you have placed a mixed order, for Products to be delivered to you and for Products to be collected using Pandora's Click & Collect service, two separate contracts are formed. A contract for the sale of Products ordered using the Pandora Click & Collect service will be formed as set out above. A contract for the sale of Products ordered for delivery, which will be governed by the Online Sale Terms, will only be formed when Pandora emails you confirming that all or part of the Products ordered for delivery have been dispatched.
Products ordered through Click & Collect, that are in stock at the relevant Pandora store, are usually available for collection within 24 hours of you placing your order. The Pandora store that you have chosen to collect your Products from will hold on to your Products for 5 days from the date that you are sent your Collection Confirmation Email. Your order will be cancelled if it is not collected within 5 days from the date that you are sent your Collection Confirmation Email, and you will receive a refund for the cancelled order.
When you or your alternate pick-up person collects your Products, you/they will be asked to provide a copy of your Collection Confirmation Email and a valid form of ID (passport or driving licence). You/they may also be asked to sign for collection of the Products.
Once your Products have been collected, you will receive an email from Pandora confirming the Products have been collected and the name of the person that has collected them.
4. Prices and Payment
The Products, prices and promotional offers (if any) made on the Pandora Online Store only apply to orders placed on the Pandora Online Store and may be different from those available in physical stores selling Pandora products.
If there is a pricing error, whether on the Pandora Online Store or in an Order Receipt Confirmation Email or a Collection Confirmation Email or otherwise, then to the extent permitted law Pandora has the right to correct such error and charge the correct price or cancel the order. If the actual price is more than the amount shown on your Order Receipt Confirmation Email or Collection Confirmation Email Pandora will contact you with the correct price before processing your order, and your sole remedy if such error occurs is to cancel your order.
You acknowledge that even after Pandora has sent you a Collection Confirmation Email, if the pricing error is obvious and could have reasonably been recognised by you as a misprice, then Pandora is under no obligation to provide a Product to you at an incorrect (lower) price.
Payments will be taken once you have submitted and confirmed your order on the Pandora website.
5. Title to Products
Ownership of the Products will pass to you only when Pandora has received full payment in respect of your order, including all taxes and other charges. The Products will be at your risk from the time of collection.
6. Returns & Refunds
You can view Pandora's Change of mind, Returns and Refunds policy at https://au.pandora.net/en/returns/returns.html. This policy only applies to Products purchased on the Australian Pandora Online Store. You have additional rights under the Australian Consumer Law that are not limited by this policy.
In addition to your rights under the Australian Consumer Law and subject to the conditions set out below, if for any reason you change your mind and no longer want the Products, you can return any unused and undamaged Product purchased from the Pandora Online Store to the location nominated and notified by Pandora within 30 days of collection for a refund. You must pay your own shipping and transport costs. Your legal rights in respect of defective goods are unaffected. If you wish to return the Products you will need to telephone the Pandora Customer Support Centre or complete Pandora’s online return request form.
If you do not return the Products within 30 days of collection or do not have proof of purchase, Pandora may refuse to give you a refund. If you return any Products in a used or damaged condition, Pandora may deduct from any refund due to you (or otherwise seek to recover from you) an amount equivalent to the reduction in value of the Products, which might be 100% of the purchase price.
Once Pandora has received and validated your returned Products, Pandora will send you an email to confirm the validation. Your refund will then be processed by Pandora and confirmed to you by email.
Gift with Purchase
If you received a gift with the purchase of your Products and wish to return the gift or a Product for a refund, both the gift and the Product must be returned unless the total value of the Products not returned and purchased as part of the same transaction is equal to or greater than the amount that you were required to spend in order to be eligible for the gift. Please refer to individual Gift with Purchase Terms and Conditions.
Gift with purchase promotional offers are only available during the promotion period specified and while the stock is available, limited to one gift per customer and not valid in conjunction with any other promotional offer. They exclude sale items.
When you order Products as part of a gift with purchase promotion you will be required to confirm your acceptance of any applicable and additional Gift with Purchase Terms and Conditions that may apply to the promotion at the time of placing your order. If applicable such terms and conditions will form part of these Terms.
7. Warranty Against Defects
You can view Pandora's warranty information at https://au.pandora.net/en/warranty/warranty.html. This warranty is offered in Australia and New Zealand and may differ in other international markets.
Jewellery warranty exclusions
This warranty against defects does not cover loss, damage, breakage, changes in appearance, kinks, or the gradual degradation of all or part of the goods due to: normal wear (including tarnishing); mishap; careless handling; improper use; the use of charms or items not manufactured by Pandora; or use outside Pandora’s care instructions. Tarnishing occurs naturally and therefore, cleaning is not covered by this warranty against defects.
Proof of purchase
Proof of purchase in the form of a Jewellery Authenticity Card, plus a receipt, gift receipt, credit card, bank statement or tax invoice or other evidence of purchase which is satisfactory to us is required before we will process any warranty claim.
How to make a warranty claim and access our jewellery maintenance service
** Do not send your jewellery directly to Pandora head office**
You will need to take your jewellery and your proof of purchase, at your cost, to your local Pandora store, being a fully branded store which only sells Pandora products (Note: stores selling other brands of jewellery are not Pandora stores). If you are unable to take your jewellery to your local Pandora store you may be charged transport and postage costs by the retailer. If Pandora is satisfied that the warranty claim is valid Pandora will at its option arrange for either the repair or replacement of the jewellery. Pandora will advise you of your repair options (if any) and the retailer’s charges if your warranty claim is not accepted by Pandora.
Australian Consumer Law
The Pandora warranty against defects provides benefits in addition to the rights and remedies to which you are entitled under the Australian Consumer Law (Schedule 2 to the Competition and Consumer Act 2010 (Cth)). Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. [Note: “major failure” has a specific meaning under the Australian Consumer Law.]