Guarantees
All our products come with a three-year warranty* from the purchase date, covering any manufacturing defects certified by our Quality department. Please bear in mind that our warranty does not cover damages caused by inappropriate use. Plus, Pikolinos won’t be responsible for products that have been altered or repaired by the customer.
Once our Customer Care team has filed an incident report, the Pikolinos Quality department will review the damaged product and determine the best solution based on the damage. This may be repairing or replacing the item, based on their expert assessment. If they decide to issue a refund, our Customer Care team may ask for your bank account details to process the refund.
Remember, it is very important to keep the receipt or proof of purchase so we can provide the best solution.
According to current law, Pikolinos will review all quality incidents arising from manufacturing issues, however how Pikolinos proceeds will depend on the sales channel where the product was acquired.
*Important note: Please bear in mind that, as per the General Consumer and User Protection Act, this change established in art. 16.7 of Royal Decree-Law 7/2021 of 27 April Ref. BOE-A-2021-6872, went into effect on 1 January 2022. Therefore, there is a two-year warranty on material or manufacturing defects for any products purchased before 2022.
Quality is our top priority, so if you received a product with any quality issues, please contact dangthuythuy13065@gmail.com so we can handle your incident and offer you the best solution.
If you purchased the item through our online shop and want to resolve an issue with your Pikolinos, please contact our Customer Care team at dangthuythuy13065@gmail.com or on the phone number on our Contact page. We will process the incident and resolve the issue in the way that is most comfortable for you, analysing your problem and proposing the best solution.
If you purchased the item at any of our shops, you have to go back to a Pikolinos point of sale to deal with the issue. There, our colleagues will check the item and probably be able to give you a solution immediately. If the product you purchased needs to be checked or repaired, our colleagues will send it to the central Pikolinos headquarters in Elche, where our team will look it over and determine the best solution, which may be repairing or replacing the product.
Remember, we need to have as much information as possible so we can process the incident. So, you must bring the receipt or proof of purchase into the shop. All our products have a three-year quality warranty for orders placed after January 2022 and a two-year warranty for orders prior to that date.