Satisfaction Guaranteed

Warranty and Returns

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

Return

14-day return policy

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

Returns Portal

Returns Portal

Manage your returns quickly and easily through our portal.

Warranty

2 years warranty

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

14-day return policy

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

At PingaOculto we 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 an optimised returns process.

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 will be processed as a return and you can order the new product and receive it before 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.

Nota: 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. The product must be purchased through our official channels in order to be repaired by:

  • Accidental damage.
  • Wear and tear from normal use.

  • 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 Products: For hygiene reasons, we reserve the right to refuse the return of products such as earphones and clothing if it is found that they have been used.

  • Refunds: Once 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, we will offer a coupon with no expiry date or a transfer to a bank account held by the buyer.

  • Processing time: The processing time for returns, warranties or repairs from the day we receive them is 2 to 7 working days. This period may be extended during busy periods and will never exceed the legal limit of 14 working days. You will receive your refund in approximately 2 to 10 working 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 about the product. Most of the time, the problem is due to misuse rather than the product itself.
  • Always use the original accessories and components supplied with the product to ensure optimum performance and avoid 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.
  • Please keep an eye on the communications we send you during the process to stay informed of any updates or additional requirements.

Contact

For any queries regarding returns, exchanges, warranties or repairs, please contact us via:

Products must be sent to:

Company: PINGOC NOW SL.
Full Name: HiddenSpy Store
Address: Francisco Zea Street 12, Local
Population: Madrid
Zip Code: 28028
Country: Spain
Telephone: + 34 91 417 04 02
Email: ppgad@pucrs.br