Below you will find the conditions for dealing with any incident in transport, non-conformity of the product, repairs both within and outside the warranty period or withdrawal of a purchase.

Incidents in transportation

If upon receipt of the shipment you discover that the product has suffered any kind of damage due to transport, please contact us via email at pedidos@pygomic.com within a maximum period of 24 hours from the reception of the product. Once we receive your email we will indicate the steps to follow for the return of the damaged product and the subsequent shipment of a new unit in perfect condition.

If the buyer begins to use the products received, the goods shall be deemed to have been received and accepted.

Withdrawals (not for companies or professionals)

Once the order is received, you have 14 days to return it.

It will be necessary to contact us by sending us an email at pedidos@pygomic.com indicating your desire to cancel the purchase within 14 days of receipt of the order. In this way we will assign you a number with which to identify your return and with which we can keep track of the whole process. It is necessary that you send us clear and clear photographs in which you can check the condition of the items before being sent, so we can more easily solve any incident that may occur during transport.

Pack the items to be returned together with all their accessories in their original packaging so that they cannot be damaged during transport. Please avoid writing or putting stickers directly on the packaging of the items by placing them in a box, wrapping paper, etc. Please note that the deterioration of the original packaging or the lack of the item's accessories may result in a decrease in the value of the item, and this decrease will be reflected in the amount to be returned.

Once you have everything ready you can use the transport agency of your choice to send us the goods because, as it is a return, pygomic.com will not be responsible for transport costs. However, for convenience, you can ask us to send the agency with which we work on a regular basis to pick up the package to the address you specify with a cost from 4.95 € which will be deducted later from the amount to be returned. Please note that the items to be returned must be in our facilities within 14 days after you communicate us your desire to cancel the purchase. Once this period has passed, the return of items will not be accepted.

Once we have received the material to be returned and we have checked its condition, we will proceed to reimburse the amount of the items to be returned.

Exceptions to withdrawal

There are some reasons why the return or withdrawal of items will be cancelled:

  • Products that have been tampered with by the user, either opened, disassembled, etc.
  • Products that have received a blow, are broken, scratched or damaged in any way.
  • Items damaged by electrical surges or overcurrents.
  • Modifications or repairs made to the producer by people outside Pygomic.
 
In the event that the product to be returned shows wear, deterioration or alteration from the condition in which it was received, the item will suffer a depreciation proportional to this wear. Please, once the product packaging has been opened, make sure that there is no damage to the product, as this may void the product warranty.

Steps to return a product, process a warranty or a repair

To return a product contact us at: pedidos@pygomic.com.

To process a warranty or product repair, contact us on: sat@pygomic.com

Our team will get back to you as soon as possible with instructions on how to find the fastest solution to your request.

In case of a return, please pack the product in the best possible way with its original accessories included in the original packaging, this will save delays in processing the incident. Also make sure that the product is perfectly identified with the corresponding order and return number.

 

Warranty terms

To process the warranty, it is essential to provide the invoice or purchase receipt of the product.

A partir del 1 de enero del 2022, el período de garantía es de treinta y seis (36) meses (anteriormente veinticuatro meses) desde el momento de la entrega del producto. Para artículos reacondicionados, el período de garantía será de doce (12) meses.

To process your warranty, please contact us through: sat@pygomic.com and our team will get back to you as soon as possible. If you have purchased the product through a physical store, you can check in the store the processing of the warranty or contact us directly through the email above, you must provide the invoice or purchase receipt.

The warranty of the products will be suspended during the period in which the product is under repair. Thus, if the order spends 10 days in repair, these 10 days will be added to the total time of the warranty.

Warranty repairs will not incur any cost for the customer, neither shipping nor repair and Pygomic will bear these costs. Pygomic's responsibility is limited only to the cost of transportation, repair or replacement of the products during the warranty period.

The steps such as repair, replacement or reduction of the previous price will be free of charge for the consumer and user.

The customer and user must notify Pygomic of the non-conformity of a product within two (2) months from the date he/she became aware of it.

The warranty will be void in case of:

  • Products that have been tampered with by the user, either opened, disassembled, etc.
  • Products that have received a blow, are broken, scratched or damaged in any way.
  • Items damaged by electrical surges or overcurrents.
  • Modifications or repairs made to the producer by people outside Pygomic.
  • Damage due to pressure, torsion, corrosion, oxidation, humidity, exposure to extreme temperatures or fire, exposure to chemical products or other substances that may alter the product.

The warranty will not cover:

  • Damage caused by the user, whether involuntary, voluntary or caused by misuse of the product.
  • Damage caused by use contrary to the instructions for use and maintenance.
 
In case you wish to file a claim, if you are in Spanish national territory, you can contact the electronic administration of the Region of Murcia here. If you are an EU citizen from a country other than Spain, please process your claim. here.

Warranty repairs and exchange policy

When a product purchased on Pygomic presents conformity faults and is under warranty (outside the warranty exclusion cases presented above), the customer will be able to choose to:

  • The repair or replacement of the item unless one of the options is impossible or disproportionate.
  • The replacement will be carried out by another article of the same type and technical characteristics and conditions equal or superior to that of the customer. In case of different possibilities of replacement products, the customer will be able to choose between different possibilities that Pygomic offers according to the above conditions.

The items sent to Pygomic must be authorized by the company and must also have included the order or incident number assigned by the Pygomic support team. In case of receiving unauthorized shipments or without the number assigned above, the company reserves the right to refuse the shipment material.
Pygomic will not be responsible for the loss, misplacement or deterioration of any item left inside the package sent by the user and customer and is not subject to exchange, repair or replacement.
Pygomic will not be responsible for the shipping costs of the items that fall under the above mentioned warranty cancellation assumptions.

Repair terms

Repairs will be paid in cash by deposit or bank transfer to the account specified by the CS. Once the payment is made, the receipt must be sent to Pygomic CS stating the budget number, a prerequisite to remove the product or request shipment.

The customer will not pay for the repair until it is completed. Once the repair has been completed, the customer will be informed in order to make the payment for the repair.

All users have the right to request a prior written estimate for requested repairs or services.

The realization of the budget will be free as long as it is accepted by the client. In case of being rejected or requested to present it to any entity, this budget will involve a cost of 10 € (VAT included) that the customer will be obliged to pay.

The requested quotation will be available to the customer within a maximum of 5 working days after the product is received in our CS.

Repairs will be carried out on the basis of the faults or symptoms described by the customer without the CS being obliged to carry out a complete overhaul of the device.

Any fault or defect that may appear during the preparation of the estimate or during the repair of the product, will be brought to the customer's attention, and a new estimate will be prepared (in case there is a previous one) and the customer will be obliged to pay for the first one regardless of the acceptance of the second one. If the second estimate is not accepted, the device will be returned with the faults or errors detected.

Pygomic will not be held responsible for any failure, whether mechanical or electrical, that is not directly derived from the requested repair.

If after one month from the date on which the quotation is provided, the item sent to the CS is rejected or has been repaired, the repair costs or the cost of return shipment have not been paid, the customer will be obliged to pay the cost of storage of his product. The price of storage will be 1€ (VAT not included) per day and item.

After 90 days from the notification described above, if the equipment has not been removed from the CS, the equipment will be considered as abandoned and will become available to Pygomic without any possibility of claim by the customer.

*The customer agrees to have read and accepted the terms and conditions of service when depositing or sending his terminal to CS.