Satisfaction Guaranteed

Warranty and Returns

Your satisfaction is our priority. Learn about our warranty and return policies.

14 days of devolution

You have 14 calendar days from delivery to return any item.

Returns Portal

Manage your returns quickly and easily through our portal.

2 years warranty

Enjoy a 2-year warranty on all our products, worldwide.

14 days of devolution

You have 14 calendar days from delivery to return any item.

Returns Portal

Manage your returns quickly and easily through our portal.

2 years warranty

Enjoy a 2-year warranty on all our products, worldwide.

Optimized management

Returns

En PingaOcultoWe strive to offer high-quality products and exceptional service. If for any reason you are not satisfied with your purchase or find a defect in the product, we offer streamlined return processing.

Right of withdrawal

As a customer, you have a period of 14 calendar days from the moment you receive your order to exercise your right of withdrawal on the order or part of it.

  • Procedure:

    • Access our returns portal at https://pingaoculto.outvio.com/ and follow the instructions to start the process.

    • Pack the product in its original packaging, ensuring it is in perfect condition and shows no signs of misuse.

    • Send the package following the instructions on the returns portal.

Return Costs:

  • A fixed charge of €7,99 for the return processing costs, which will be deducted from the amount to be refunded.
  • Shipping and setup fees are non-refundable, except when the return is due to our error or a logistics company issue.
Agile Processing

Exchanges

Product Changes

If you wish to exchange one product for another, you have 14 calendar days from the moment you receive your order. For your convenience, it's processed as a return, and you can order a new product and receive it sooner than waiting for the exchange.

  • Procedure:

    • Initiate a return by following the procedure mentioned in returns.
    • Place a new order for the desired product through our website.

Note: The exchange process is managed as a return to expedite the process.

Defects

Warranty

All our products have a warranty of 2 years worldwide, expandable to 3 years in Spain according to Decree-Law 7/2021 on the Guarantee on the Sale of Consumer Goods and in other countries according to regulations upon placing the order.

  • Warranty Coverage:

    • Manufacturing defects.
    • Failure to operate under normal conditions of use.

  • Warranty Exclusions:

    • Damage caused by improper or negligent use.
    • Natural wear and tear due to use.
    • Cosmetic damage that does not affect the functioning of the product.
    • Unauthorized interventions or repairs.

  • Procedure:

    • Contact us through:
    • Please provide your order number and a detailed description of the problem.
    • We'll walk you through the steps for shipping your product and getting it repaired or replaced.
Technical support

Repairs

We are committed to providing high-quality repair services to ensure customer satisfaction. Purchase of the product through our official channels is required for repair by:

  • Accidental damage.
  • Normal wear and tear.

  • Procedure:

    • Contact us through:
    • Please provide your order number and a detailed description of the problem.
    • We'll walk you through the steps for shipping your product and getting it repaired.

General conditions

  • Product status: For any return, the product must be in perfect condition, with no signs of use, and with all original accessories and packaging.

  • Excluded ProductsFor hygiene reasons, we reserve the right to refuse the return of products such as earphones and clothing if they are found to have been used.

  • RefundsOnce we receive and verify the condition of the returned product, we will process the corresponding refund using the same payment method used for the purchase. For cash-on-delivery orders, a coupon with no expiration date or a bank transfer to a bank account held by the buyer will be offered.

  • Processing time: The processing time for returns, warranty requests, or repairs from the day we receive them is 1 to 4 business days. This time may be extended during periods of high demand and will never exceed the legal limit of 14 business days. You will receive your refund in approximately 1 to 5 business days, depending on your bank.

Recommendations

Before requesting a refund, repair, or warranty, we recommend:

  • Read the product instructions carefully.
  • Contact us for technical assistance and to resolve any questions you may have about the product. Most of the time, the problem is misuse, not the product itself.
  • Always use the original accessories and components provided with the product to ensure optimal performance and prevent possible damage.
  • Please read the procedures carefully and contact us if you have any questions.
  • Make sure the product is in perfect condition, with no signs of misuse, with all original accessories and packaging, and properly packaged for shipment to our facilities.
  • Stay tuned for communications we send you throughout the process to stay informed of any updates or additional requirements.

Contact

For any questions regarding returns, exchanges, warranties, or repairs, please contact us at:

Products must be sent to:

The company: PINGOC NOW SL.
Name: PingaOculto Shop
Address: Lucio del Valle Street 12, Local 1
Population: Madrid
Zip Code: 28003
Telephone: + 34 91 417 04 02
Email: contact@pingaoculto.com