Refund policy

Last updated: 15 July 2026

We keep returns simple. Whether something's gone wrong or a product just isn't for you, email admin@panteros.com.au with your order number and we'll sort it out.

The short version

If something's wrong with your order, we'll fix it. If you've tried a product and it's not for you, our 30-day satisfaction guarantee has you covered. Either way, start by emailing admin@panteros.com.au with your order number.

Our 30-day satisfaction guarantee

We back our products. If you're not satisfied with a Settlers product for any reason, contact us within 30 days of delivery and we'll make it right with a refund or replacement - your choice. Yes, that includes products you've opened and used; a guarantee you can only claim on an unopened tin wouldn't be much of a guarantee.

To claim, email: admin@panteros.com.au with your order number and a few words on what didn't work for you. We may ask you to return the product (we'll cover reasonable return postage) or we may simply tell you to keep it. The guarantee covers one unit per product per customer - it's there for genuine trial, not bulk returns.

This guarantee is offered in addition to your rights under the Australian Consumer Law, not instead of them.

Faulty, damaged, or incorrect items

Our products 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 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.

If your order arrives damaged, faulty, or isn't what you ordered:

Email admin@panteros.com.au within a reasonable time of receiving it, with your order number and a photo of the issue.
We'll arrange a replacement or refund, including return shipping where a return is needed. You won't be out of pocket for our mistake or a courier's rough handling.

Change of mind (unopened items)

Bought more than you needed, or ordering as a gift that missed the mark? We accept change-of-mind returns of unopened items within 30 days of delivery, in original packaging. (If you've opened and tried a product and it's not for you, that's what the satisfaction guarantee above is for.)

For change-of-mind returns:

Return shipping is at your cost.
Once we receive and inspect the item, we'll refund the product price to your original payment method. Original shipping costs aren't refunded.
We recommend using tracked postage - we can't refund items that don't reach us.

Sale items and gift purchases

Sale items follow the same rules as everything else. If your item was a gift, we can issue a store credit to you rather than refunding the purchaser - just mention it when you contact us.