Refund policy
Return & Refund Policy
Last updated: August 27, 2026
Products covered
This policy applies to Reachy Mini (Lite and Wireless), Microduck, and all accessory packs purchased directly from Pollen Robotics.
14-Day Right of Withdrawal
If you are an individual customer, you have 14 days from the date you receive your order to request a return, in accordance with applicable consumer protection law. No justification is required.
To be eligible for a return, your unit must be:
- In working condition
- Returned with all original accessories, cables, and documentation
- Packaged securely to avoid damage in transit (original box preferred)
You are free to handle and test your robot as you would in a shop. However, we may reduce the refund to reflect any diminished value caused by handling beyond what is necessary to establish the nature, characteristics, and functioning of the product, or by damage resulting from incorrect assembly, modification, or misuse.
Kits and assembled products
Reachy Mini Lite ships as a kit. Assembling your Reachy Mini Lite does not affect your right of withdrawal, provided it is returned complete and in working condition.
Microduck and Reachy Mini Wireless ship assembled and ready to use.
Pre-orders
You may cancel a pre-order at any time before dispatch and receive a full refund, including any shipping charges paid. Once your order has shipped, the 14-day right of withdrawal applies from the date you receive it.
Accessories
Accessory Pack, Dev Pack, and Charger Pack and any other accessories may be returned within 14 days if unopened and unused. Opened packs are not eligible for return except where faulty.
How to initiate a return
You can log in to your account at https://shopify.com/98846409078/account or contact us at sales@pollen-robotics.com with:
- Your order or invoice number
- Your contact details (name, address, email, phone)
- Which product and version you are returning
- A photo of the unit and packaging
Once we validate your return request, we will send you a prepaid return label (DHL or FedEx depending on your location). You can drop your package at the nearest drop-off point. Return shipping is free of charge.
Refund
Once we receive and inspect your return, we will issue a full refund within 14 days via the original payment method.
If your original order included express shipping charges, the refund of shipping costs will be limited to the equivalent of standard shipping for your delivery zone.
Non-eligible returns
The following are not eligible for return under this policy:
- Units with significant physical damage caused by misuse, incorrect assembly, or unauthorised modification
- Returns missing components or accessories
- Opened or used accessory packs, except where faulty
- B2B orders (companies and organisations), returns for business customers are handled case by case, please contact us directly
- Orders placed outside the 14-day window
Warranty
In addition to your statutory rights, Reachy Mini and Microduck are covered by our commercial warranty against manufacturing defects for 12 months from the date of delivery. In case of malfunction during this period, contact us at sales@pollen-robotics.com and we will arrange repair or replacement as appropriate.
As a consumer in the European Union, you also benefit from the legal guarantee of conformity (2 years from delivery, Articles L217-3 et seq. of the French Consumer Code) and the legal guarantee against hidden defects (Articles 1641 et seq. of the French Civil Code). These guarantees apply independently of any commercial warranty and are not affected by it.
The commercial warranty does not cover damage resulting from misuse, incorrect assembly, unauthorised modification, accidental damage, or normal wear. Replacement parts are available for purchase.
Contact
Pollen Robotics SAS, a Hugging Face company
2 Place Jean Jaurès, 33000 Bordeaux, France
sales@pollen-robotics.com