Shopping help

1. Customer Service

We will attend to any question, query or request by email to ayama@ayama.com, by telephone (+34) 937 905 862 or through our communication channels in Twitter and Facebook. Our office hours are from 8 to 13 and from 15 to 18, from Monday to Friday, except for holiday periods.

2. How long will the products be under warranty?

Pantertronic, S.L. (from now on it will be called Ayama) guarantees that its products will be free of workmanship and material defects for two years since the purchasing date. The warranty will only be valid for the purchaser, the person whose name appears in the purchasing invoice. If you think or you are sure that the product which you bought is faulty, get in touch with us by telephone (+34 937905862) or by email (ayama@ayama.com), and we will tell you how to proceed to forward the product to Ayama, repairing it or change your item for a new one, according to each case needs. In spite of that fact, Ayama won’t take responsibility for those misuse faults or for products regular use wear. Ayama won’t take responsibility, under no circumstances, for damages or losses that go beyond the products value, including the loss of an animal or the time wasted during the search. The product has to be sent back, with all its accessories, manuals and wrappers, prepaying the shipment, to the social headquarters of Ayama Segutel: C/Camí Ral 133, Baixos - 08301 Mataró, (Barcelona) SPAIN.

3. Are the products that Ayama sells brand-new?

All the products sold by Ayama are brand-new, with original accessories and wrapper. We sell neither second-hand products nor sample or exhibition items.

4. Prices

The indicated prices are free of sales taxes. It means that you have to add the VAT, the shipping expenses and, optionally, the shipping insurance to the price in the website. All the prices are valid except for any typographical error.

5. What's the product availability? Are they all in stock?

As our products are channel and frequency custom, we don’t store our devices and we can’t deliver them immediately. Our working philosophy is called just in time, and it allows us to work with devices ready to be adjusted depending on the customer’s needs.

6. What's the delivery time?

It’s indicated in each product’s information site. If we can’t guarantee the product delivery within the set period, we will notify you immediately about the estimated delivery time and you’ll have the option to cancel the purchasing order if you wish to. The delivery time could increase in 15 days during summer and Christmas holidays.

7. Which are the payment methods?

You can pay by credit card, by debit card or by wire transfer. If you choose to pay by card, you will be redirected to the Safe Payment Gateway of Caixa Catalunya. Ayama will automatically get the payment confirmation and we will activate your order. All information provided by you will be treated securely and strictly in accordance with the protection of personal data. We won’t access to your bank data at any moment.
If you decide to pay by wire transfer, you will have to write PANTERTRONIC, S.L in the beneficiary name and indicate your order number and your name, as well. We have two accounts available, they are the following:

BANC SABADELL ATLÀNTIC

Account (C.C.C.): 0081 0353 63 0001113116
IBAN: ES39 0081 0353 6300 0111 3116
BIC (Swift Code): BSAB ESBB

UNO-E BANK (BBVA Group)

Account (C.C.C.): 0227 0001 81 0205778370
IBAN: ES28 0227 0001 8102 0577 8370
BIC (Swift Code): UNOEESM1

Be aware of the fact that your bank will charge banking fees for your wire. If you wish to, you can pay in the total amount with no extra charge in one office of the Banc Sabadell or the BBVA.

8. How much are the shipping charges?

DESTINATION (PRICES IN EUROS VAT NOT INCLUDED)	Small size	Big size
Barcelona Province	4,5	5,5
Catalonia (except of Barcelona province)	6,95	9,83
Andorra, Spain and Portugal	7,95	11,2
Balearic Islands	7,6	10,7
Canary Islands, Ceuta and Melilla (custom duties will be paid by the customer)	13,28	17,4
Occidental European Community	10	19
Oriental European Community	13,8	27
No communitarian Europe 1	20	54
No communitarian Europe 2	51	101
USA + Canada + Puerto Rico	22	70
Rest of the World	Consult	Consult

Occidental European Community includes: France, Italy, Great Britain, Ireland, the Netherlands, Belgium, Luxemburg, Monaco, Germany, Austria, Denmark, Finland, Sweden and Vatican City.

Oriental European Community includes: Bulgaria, Slovakia, Romania, Slovenia, Estonia, Hungary, Latvia, Lithuania, Poland, Czech Republic, Greece, Cyprus and Malta.

No communitarian Europe 1 includes: Norway, Switzerland, San Marino, Liechtenstein, Jersey, and Guernsey.

No communitarian Europe 2 includes: Albania, Croatia, Russia, Turkey, Ukraine, Serbia, Montenegro, Bosnia, Macedonia, Moldavia, Byelorussia, Azerbaijan, Georgia, Iceland and Kosovo.

9. How can I place an order?

Placing an order is really simple, you only have to select the desired product, configure it, if necessary, and click on “Buy”. The system will redirect you to the shopping cart site where you’ll be able to check the products that you previously selected. When you had finished selecting all the products, click on “Buy”, fill in the billing and the delivery forms and select the payment method.

Look out: you have to select all the desired products before you validate the payment.
If you have any doubt or trouble, don’t hesitate to contact us by telephone: +34 937905862 (during customer service hours).

10. Can I modify an order?

Ayama will store your purchase order electronically. If you wish to modify your order, you’ll only have to notify us of that by email (ayama@ayama.com), providing your purchase number. It will possible as long as the order hasn’t been already sent.

11. Can I cancel an order?

You can cancel a purchase order before the goods shipment. To cancel an order you only have to notify us of your intention by email (ayama@ayama.com) or by Fax (+34 937964932), providing your name and the purchase order number that you want to cancel. If you have already paid by card or by wire transfer, you have to give us your bank data (account number) so you can be reimbursed for your expenses. This procedure will be possible as long as you notify in writing (by email or Fax).

12. Can I return a purchased order?

Since the delivery date, you’ll have seven (7) calendar days to exercise your right to return the goods. You must keep the proof of payment and the goods receipt note. Contact us by phone (+34 937905862) or by email (ayama@ayama.com) and we will guide you through the procedure for sending the product back to our facilities. Once we received the product with all its accessories, manuals and original wrapper with no defects, Ayama will refund you for the product amount through a wire transfer to your account. The shipment expenses (those for the delivery and the return of the goods) and the banking fees will be paid by the customer. If the product is not in perfect condition or there is any accessory or wrapper missing, Ayama reserves the right to not reimburse the amount related to this defect.

13. Can I pick the material up in Ayama facilities?

Of course! You can pick the material up in our facilities as long as you have previously notified us by email or by phone. However, you will have to wait until we notify you that your material is ready to be picked up.

14. What if the courier can't deliver the material to the delivery address that I indicated?

Don’t worry. The courier will contact you by telephone or they will leave a note to arrange another delivery date, with no extra charges. Our carrier will try to deliver the goods three (3) times. If after these attempts the material can’t be delivered, it will be send back to Ayama. In this case, you will have to ask for the purchase price refund except for the shipping costs which will be paid by you.
You also have the option to go to the nearest carrier’s office and pick your order up by yourself. You will have to properly identify yourself.

15. What can I do if the delivered product is in bad condition?

The user has the right and the obligation to check the good condition of the product when they receive it. If the package or the wrapper is clearly damaged or in bad condition due to the transport, notify that to the courier (write a comment in the delivery note) and contact us within the next 24 hours: by phone (+34 937905862), by email to ayama@ayama.com or by fax (+34 937964932).

16. Where will I receive the purchasing invoice?

If your billing address and your delivery address are the same, you’ll receive the purchasing invoice with the goods (inside the package). If they are different, the purchasing invoice will be send to your billing address.

17. I have received the material but I don't know how to use it.

All our products come with a user’s guide that will help you in the very first time you use one of our devices. If despite everything, you still need help feel free to contact us by email (ayama@ayama.com), by phone (+34 937905862) or through our official channels in Twitter and Facebook.

18. I have received the order but some items are missing.

Revise ALL the boxes, bags and wrapping compartments. Check the invoice or the delivery note: is there the missing or the extra item?

If after all this checking, you still have an extra item or one is missing, contact the Ayama Customer Service department.

How long will the products be under warranty