Refund policy

Return & Refund Policy

Last updated: June 1, 2026

14-Day Right of Withdrawal

If you are an individual customer, you have 14 days from the date you receive your Reachy Mini 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:

  • Mostly intact and in working condition
  • Returned with all original accessories, cables, and documentation
  • Packaged securely to avoid damage in transit (original box preferred)

To initiate a return, you can directly connect to your account at https://shopify.com/authentication/98846409078 or contact us at sales@pollen-robotics.com with:

  • Your order/invoice number
  • Your contact details (name, address, email, phone)
  • The version of your Reachy Mini (Lite or Wireless)
  • 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 off your package at the nearest drop-off point, return shipping is free of charge.

Refund

Once we receive and inspect your return, we will process a full 100% 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
  • Missing components or accessories
  • B2B orders (companies and organizations), returns for business customers are handled on a case-by-case basis, please contact us directly
  • Orders placed outside the 14-day window

Warranty

Reachy Mini comes with a warranty covering manufacturing defects, starting from the date of delivery. In case of malfunction during the warranty period, contact us at sales@pollen-robotics.com and we will arrange repair or replacement as appropriate.

Contact

Pollen Robotics SAS, a Hugging Face company.
2 Place Jean Jaurès, 33000 Bordeaux, France
sales@pollen-robotics.com