CUSTOMER SERVICE

Frequently asked questions


1-For how long are PANUACH watches warranted?


All PANUACH watches have a 24-month warranty.


The warranty is only applied with the purchased proof.


2-What elements does the PANUACH warranty cover?


The warranty covers any manufacturing defect excluding the following:


-Normal wear and ageing of the product.


-Damages to any part of the watch resulting from improper / abusive use, carelessness, negligence, or accidents.


-Overture and manipulation by an unauthorized third party.

3-Why should I buy a PANUACH watch at an official point of sale?


You will have the security to acquire a new watch guaranteed by PANUACH, you will avoid buying a falsification or a stolen watch.


4-How can I know that a point of sale has been authorized to sell PANUACH products?


The only place that is authorized to sell PANUACH products is the official website www.panuach.com.

Maintenance tips

Precaution of use


Magnetic fields

Strong magnetic fields, such as those emitted by speakers, cell phones, computers, refrigerators, or other electromagnetic devices, can generate residual magnetization of some mechanical components of the watch and can derive into a wrong functionality.


Temperature

Strong variations in temperature can modify the characteristics of some metals and thus, influence the precision of the watch.

Hits

Hits generated during intense activity may alter the accuracy or damage some components of your watch.


Sealing

All PANUACH watches are water resistant (see the technical data sheet of the purchased watch where the concrete level of water resistance is specified).

  

The water resistance of a watch cannot be guaranteed indefinitely. It might be affected by the ageing of the seals or by accidental impacts. Never pull out the crown or operate the pushers when the watch is underwater, and make sure the crown is fully pushed/closed after each handling.


Time setting

-Remove the crown protector.

-Pull the crown until you hear a click.

-Turn the crown to set the time as desired.

-Push in the crown completely and you are done. 

Warranty


General conditions of PANUACH’s warranty

PANUACH offers a two-year warranty since the date of the product purchase. This warranty covers the factory defects of the watch (movement, case, and glass). Any other element that is not previously mentioned, will not be covered by this warranty.


If you want to make a claim which the warranty is actually covering, you must send a message to garantia@panuach.com specifying your name, your address, the watch serial number, the purchasing order number and finally a detailed description of the problem.


The shipping cost of the return will be assumed by PANUACH. If PANUACH does not find any of the defects that had been previously described, the product will be returned to the customer.


This warranty ensures the possibility to repair your limited edition watch completely free according to the established details in the document, being always within the accorded term and there will not be the possibility to restrict any legal rights of the customer.

Return Policy

You have the right to return the products that you have acquired on the official PANUACH website within a period of 30 days since the date of the receipt of the order.

The product must be unused, inside the original packaging and with the intact protection stickers.

Note that the complementary items included with the purchased product must also be included with the rest of the products from the order to request a refund.

The offer of the campaign is based on the price of the original purchase. In case the devolution does not fit within the same criteria of the initial order, such as sending the purchased product but not sending the complementary items, we will automatically charge the price of the item to the refunded amount.

PANUACH will not be responsible for the shipping costs neither for the lost objects during the shipping of the devolution.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed and a credit will be automatically applied to your credit card or original payment method, within a certain number of days.

To return your product, you must send it to: Passeig Montseny num 10, 08474 Gualba, Spain.

Shipping Policy

When will my order be processed?

Please allow additional time for your order to be processed during the holidays and sale seasons. We process orders Monday through Friday. Orders will be processed within 3-5 business days from the order date and shipped the next day after the processing day. Please note that we do not ship on weekends.

How long will it take to receive my order?

Once you place your order, please allow 3-5 business days to process your orders. After that, it will take about 7 business days for delivery in Spain, and 15-30 business days for international orders (depending on location).

Will I be charged taxes and customs?

Import taxes, duties, and related customs fees may be collected once your order reaches its final destination, as determined by your local customs office. Payment of these fees and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For more details on charges, please contact your local customs office.

Purchase conditions and information


Confirmation

Once we have received the order, we will send you a confirmation to your email address. Therefore, it is important that you indicate your real email address when you are fulfilling the order. We recommend you to save the sent message for being able to contact the customer service as well as for using it as a warranty proof of the purchase.

Credit Card payment

You can pay with Visa, American Express or MasterCard securely over the internet. The data of your card is sent directly to the bank, which means that its reading or access by someone other than the bank itself is impossible. PANUACH does not impose surcharges or additional costs when paying by card. However, your bank may impose additional fees depending on the type of bank and card. If you pay by credit or with debit card, the conditions will apply at the time the transaction is approved. If PANUACH has not received the payment after sending the order, it may cancel it automatically.

Tariffs

All prices shown in the web page, www.panuach.com, have the IVA tax included as established in the current legislation. If the order is intended to go outside the European Union, then, the IVA tax will be stipulated when the purchase is done, or before, depending on which country the product is intended to go to.

If the order is intended to go to a country abroad of the EU, it is possible that this will be subjected to taxes and/or importation rights that will have to be paid when the shipping arrives at the delivery destination. The customer will be the one responsible for the payment of these costs.

Proceed to an order

PANUACH has the right to modify the incorrect orders’ prices. That could mean a cancellation of the purchase and a return of the paid amount to the customer.

Consumers have the right of returning the order within a period of 30 days since the date of the receipt of the product. This right is only valid if the product and the original packaging are returned to the same conditions in which it was received. In case you want to proceed to a return you must contact PANUACH to know the address to where the product must be sent. The cost of sending the return will be assumed by PANUACH. If you live in a place where the national post office does not offer returns, you will have to assume the shipping cost.

If a product is damaged during the shipping from PANUACH to the customer, you must contact PANUACH within a maximum period of 30 days since the receipt of the product in order to obtain information regarding the compensation.
 

Personal Information

When proceeding to a purchase at PANUACH, some personal data will be saved. As explained in the Privacy Policy, PANUACH guarantees the protection and confidentiality of any kind of personal data that could be provided to us by our customers or suppliers.

PANUACH may also use cookies to improve your website experience. You can obtain more information about the use of personal data and cookies in Policy of Cookies.


Product Information

Panuach reserves the right to adjust prices, add additional costs, change the product catalogue, and relate information without previous notification.

PANUACH cannot guarantee that all product images will accurately show their current appearance as, among other things, they may be deferred due to the colour setting of your screen. Therefore, all the images should be considered illustrations.

Cancellations

If the customer wants to cancel the order because there is a delay, the cancellation responsibility will be from the customer. If the order has already been sent, the customer is obligated to receive it. In order to effectuate the cancellation, the customer must confirm it with PANUACH through the e-mail info@panuach.com.

If a product has been discontinued or sold out, PANUACH has the right to cancel the purchase and return the amount to the customer.

Claims Conditions

It is important to revise the order with attention, when arrived, in order to verify that the products are the correct ones and that they are not damaged. In case the product is damaged during the shipping, the customer will have to inform the shipping company that has sent the product. If the product is not the correct one, or it has any damage, contact PANUACH through the email (info@panuach.com) within a maximum period of 30 days since the date of the receipt of the product.

In that mail, it must be specified your name, your address, your watch serial number, your order number, and finally a detailed description of the problem. If you want to make a return, you should follow the same procedure. It is important that in all returns the products must be well-packed in order to avoid damages during the shipping. The customer will receive a total refund in case the product is discontinued or sold out. If the returned product does not represent any damage or error, this will be returned to the customer.

Responsibility

PANUACH will not be accountable for any direct or indirect responsibility regarding the product delivery. These responsibilities include the incompatibility, delivery delays, loss of data or other economic damages.

Major Forces

PANUACH will not be responsible for the damages, nor for sanctions if the execution of the contract is delayed, hindered, or prevented by circumstances that are not of our control. These could be factors such as the government intervention, new or modified legislation, prohibitions, restrictions, war, sabotage, labour unrest, fires, floods, transport deficiency or adverse meteorological conditions.


Intellectual Responsibility Rights

 

All trade brands and copyrights that appear on our website and on the published materials are PANUACH’s intellectual property. Therefore, any usage of the content for purposes not intended for personal aims, will not be allowed without the explicit written consent of PANUACH.

Modifications

PANUACH has the right of modifying these conditions at any moment. However, when an order is made, this will be subjected to the general conditions in force at the moment the purchase is formalized.