Returns & Refunds

1. Overview

This policy applies to physical products (such as QR luggage tags and related items) purchased from the Pingable shop, operated by Pingable, 25is Martiou 32a, 151 27 Melissia, Greece (VAT ID / ΑΦΜ: EL189065690). It sits alongside our Terms of Service and does not affect your statutory rights as a consumer.

If anything here is unclear, email us at returns@pingable.me before returning an item and we'll be happy to help.

2. Your 14-Day Right to Cancel

If you are a consumer in the EU, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason, under the EU Consumer Rights Directive.

• •The 14-day period starts on the day you (or someone you nominate) physically receive the goods.
• •To cancel, simply let us know within that period (see “How to start a return” below). You then have a further 14 days to send the goods back to us.
• •You don't need to give a reason for a change-of-mind return within this window.

3. How to Start a Return

Email returns@pingable.me with:

• •Your order number.
• •The item(s) you wish to return.
• •Whether the return is a change of mind or because the item is faulty, damaged, or incorrect.

We'll confirm the return address and next steps by reply. Please wait for our confirmation before sending anything back.

4. Return Shipping Costs

• •Faulty, damaged, or incorrect items: we cover the cost of return shipping. We'll provide a prepaid label or refund your reasonable postage costs.
• •Change of mind: you are responsible for the cost of returning the item to us.
• •We recommend using a tracked service for change-of-mind returns, as we cannot refund items that don't reach us.

5. Condition of Returned Goods

To receive a full refund on a change-of-mind return, items should be:

• •Unused and in the same condition you received them.
• •In their original packaging, where applicable.

You may handle the goods to check them as you would in a shop. However, we may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish their nature, characteristics, and functioning.

6. Refunds

• •Refunds are issued to your original payment method.
• •We process refunds within 14 days of receiving the returned goods, or from the day you provide proof that you've sent them back — whichever is earlier.
• •For a full order cancellation under your right to cancel, we also refund the standard outbound delivery cost. If you chose a more expensive delivery option, we refund up to the cost of our standard delivery.
• •Depending on your bank or card provider, it may take a few additional days for the refund to appear on your statement.

7. Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or is not what you ordered, please contact us as soon as possible — ideally with a photo — and we'll make it right.

• •You are entitled to a free replacement or a full refund, including any delivery costs you paid.
• •We cover return shipping for faulty, damaged, or incorrect items.
• •This is in addition to your 14-day right to cancel and does not affect your statutory rights.

8. Exceptions

A few items cannot be returned under the change-of-mind right:

• •Gift cards.
• •Made-to-order or personalised goods produced to your specification (for example, custom-printed items). These are exempt from the 14-day right to cancel under EU law, unless they are faulty, damaged, or incorrect.

Our standard shop items are stock products and are fully covered by the 14-day right to cancel described above.

9. Return Address

Please wait for our confirmation email before returning anything so we can log your return. Approved returns should be sent to:

10. Contact

For any questions about returns or refunds: