Terms of sale

GENERAL TERMS AND CONDITIONS OF SALE

Last updated: August 27, 2026

1. Purpose and Scope

These General Terms and Conditions of Sale ("Terms") govern all purchases made through the online store operated by Pollen Robotics SAS (a Hugging Face company), with registered offices at 2 Place Jean Jaurès, 33000 Bordeaux, France.

By placing an order, you agree to be bound by these Terms in their entirety. Any general terms and conditions of purchase submitted by the customer shall not apply unless expressly accepted in writing by Pollen Robotics.

These Terms apply to all customers, whether individuals (B2C) or companies and organizations (B2B), subject to the distinctions noted below.

2. Products

Products currently available:

• Reachy Mini Wireless — self-contained robot with onboard Raspberry Pi CM4, battery, WiFi, camera, microphone, and speaker
• Reachy Mini Lite — expressive robot kit requiring a host computer connected via USB
• Microduck — biped robot with 15 motors, camera, LiDAR and grasping beak, shipped assembled
• Accessory Pack, Dev Pack and Charger Pack — optional add-ons

Our products are development and experimentation platforms recommended for users aged 16 and over. They are not toys and are not designed, tested, or sold as children's products.

Product descriptions, images, and technical specifications are provided for informational purposes and may vary slightly from the actual product. Pollen Robotics reserves the right to modify, discontinue, or limit availability of any product at any time without notice.

3. Pricing

Prices are displayed inclusive of VAT for consumers in the European Union and the United Kingdom, and exclusive of tax for customers in the United States and for business customers purchasing under a valid VAT number. Shipping costs, and where applicable import duties, are shown separately at checkout before payment is confirmed.

Prices may be displayed in USD ($) or EUR (€) depending on your location. The currency shown at checkout is the currency you will be charged in.

Pollen Robotics reserves the right to modify prices at any time. The price applicable to your order is the price confirmed at the time of purchase. Promotions and discounts are valid only for the period and under the conditions in which they are offered.

4. Taxes, VAT, and Import Duties

Orders are fulfilled from our warehouses in France and the United States, and for certain products from our manufacturing partner's facility in China.

European Union. Orders ship from our French warehouse. VAT is applied at the rate of your delivery country and included in the price shown. No customs formalities or import duties apply.

United States. Orders ship from our US warehouse as domestic shipments. No import duties apply. Sales tax is applied where we are registered to collect it, based on your delivery address.

Non-EU destinations (including the United Kingdom, Switzerland and Norway). Orders may be subject to import VAT and duties in the destination country. Where these are collected at checkout, no further charges are due on delivery. Where they are not, they are payable by the recipient on delivery.

Orders shipped from China are sent DDP (Delivered Duty Paid). Pollen Robotics manages customs clearance, and applicable duties and taxes are calculated and charged at checkout. No additional charges apply on delivery.

B2B customers established in the EU outside France with a valid intra-community VAT number benefit from the reverse charge mechanism (Article 196 of Council Directive 2006/112/EC) on orders shipped from our French warehouse. Enter your VAT number at checkout for it to be applied automatically.

Where duties or import taxes have been paid on your order, we will refund them in accordance with your statutory rights on cancellation or return, to the extent we are able to recover or reclaim them.

5. Ordering

Orders may be placed directly through the online store. For B2B and institutional orders requiring formal quotations, purchase orders, or custom invoicing, please contact sales@pollen-robotics.com.

By placing an order, you confirm that:

• You are legally authorized to use the payment method provided
• All information submitted is accurate, complete, and up to date
• You accept these Terms in their entirety

Pollen Robotics reserves the right to refuse or cancel any order at its sole discretion, including in cases of pricing errors, suspected fraud, stock unavailability, or inability to fulfill the order. In such cases, a full refund will be issued promptly.

We may limit the quantity of units that may be purchased per customer or per order.

6. Pre-orders

Certain products may be offered for pre-order before stock is available. Where you place a pre-order:

• The estimated dispatch or delivery window is stated at the time of purchase. These estimates are given in good faith and are not guaranteed delivery dates.
• Payment is taken at the time of order.
• You may cancel your pre-order at any time before dispatch and receive a full refund, including any shipping charges paid.
• If we are unable to fulfil your pre-order, we will notify you and refund you in full.

7. Payment

Payment is accepted via credit and debit card through Shopify Payments. For institutional orders, bank transfer is available on request.

For French public institutions (EPCI, universities, research labs), invoicing via Chorus Pro is supported. Please contact sales@pollen-robotics.com with your SIRET and purchase order details.

All payments are due in full at the time of purchase unless otherwise agreed in writing. Invoices for B2B orders are payable within 30 days of issue. Late payments will incur interest at three times the French legal interest rate, plus a fixed recovery indemnity of €40.

8. Shipping and Delivery

Current lead times from order date:

Once your order ships, delivery takes approximately 3 to 8 business days depending on destination. A tracking number is sent to your email address automatically upon dispatch.

Shipping is calculated at checkout based on your order and destination. Certain deliveries require a signature on receipt; this is indicated at checkout.

Lead times are estimates and may vary. Pollen Robotics cannot be held responsible for delays caused by customs, carrier issues, or circumstances beyond our control.

Where no delivery date has been agreed, we will deliver within 30 days of your order unless a longer lead time is stated at the time of purchase. If we fail to deliver by the stated date, you may cancel your order and receive a full refund in accordance with Article L216-6 of the French Consumer Code.

The customer is responsible for verifying the accuracy of the delivery address provided at checkout. Any costs arising from an incorrect address will be borne by the customer.

9. Transfer of Risk and Ownership

For consumers, risk passes on physical delivery of the product to you or to a carrier you have appointed yourself. For business customers, risk passes on handover to the carrier.

Ownership of the product transfers to the customer upon receipt of full payment.

10. Returns and Right of Withdrawal

Individual customers (B2C) have 14 days from the date of receipt to exercise their right of withdrawal without justification, in accordance with applicable consumer protection law.

To be eligible:

• The product must be returned complete and in working condition
• All original accessories, cables, and documentation must be included
• A return request must be submitted to sales@pollen-robotics.com within the 14-day window

You are free to handle and test the product as you would in a shop. 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.

Accessory packs may be returned within 14 days if unopened and unused.

Return shipping is free of charge. Once the returned product is received and inspected, a refund will be processed within 14 days via the original payment method.

B2B customers (companies and organizations) do not benefit from the statutory right of withdrawal. Returns for business customers are handled on a case-by-case basis — contact sales@pollen-robotics.com.

Full details are set out in our Return & Refund Policy.

11. Warranty and Legal Guarantees

Our products are covered by a 1-year limited commercial warranty against manufacturing defects from the date of delivery.

The commercial warranty does not cover:

• Damage from misuse, accidents, dropping the product, or unauthorized modifications
• Damage resulting from incorrect assembly
• Failure to follow operating guidelines
• Normal wear and tear
• Damage to consumable components

Replacement parts for components not covered by the warranty are available for purchase.

This commercial warranty is in addition to, and does not replace, your statutory rights. Individual customers 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 Civil Code). These guarantees apply independently of any commercial warranty and cannot be limited by these Terms.

For warranty claims, contact sales@pollen-robotics.com with your order number and a description of the issue. Pollen Robotics will arrange repair or replacement as appropriate.

12. Customer Obligations

The customer agrees to:

• Use the product in accordance with the documentation and guidelines provided
• Not resell or distribute the product without a signed agreement with Pollen Robotics
• Not rebrand, white-label, or remove Pollen Robotics branding from the product or its packaging
• Not use the product for any unlawful, high-risk, or safety-critical application
• Not copy, reverse-engineer, or commercially exploit proprietary components of the product, except where permitted by applicable open-source licenses or by mandatory law

13. Intellectual Property

All content, trademarks, logos, and proprietary software associated with our products are the property of Pollen Robotics SAS and/or Hugging Face Inc.

Certain software components are released under open-source licenses, as indicated in the official documentation (github.com/pollen-robotics), and are governed by those licenses. Unless expressly stated otherwise in the official documentation, mechanical and electronic design files are not released under an open-source license. No open-source license extends to Pollen Robotics' or Hugging Face's brand assets or trademarks.

14. Limitation of Liability

To the maximum extent permitted by applicable law, Pollen Robotics' total liability for any claim shall not exceed the purchase price of the product in question, excluding taxes, duties, and shipping. Pollen Robotics shall not be liable for any indirect, incidental, or consequential damages.

Nothing in these Terms excludes or limits our liability for death or personal injury caused by negligence, for fraud, for defective products under applicable product liability law, or for any other liability that cannot be excluded or limited under applicable law. Nothing in these Terms limits the statutory rights of consumers.

15. Force Majeure

Neither party shall be liable for failure to perform its obligations due to circumstances beyond its reasonable control, including but not limited to natural disasters, strikes, government actions, supply chain disruptions, or pandemics. If a force majeure event persists for more than 3 months, either party may terminate the order without compensation, and any sums already paid will be refunded.

16. Personal Data

Personal data collected in connection with your order is processed in accordance with our Privacy Policy. Pollen Robotics SAS is the data controller.

17. Consumer Mediation

Please contact us first at sales@pollen-robotics.com so we can attempt to resolve the matter directly.

18. Governing Law and Jurisdiction

These Terms are governed by French law. Any dispute shall be subject to the jurisdiction of the French courts.

If you are a consumer, nothing in these Terms affects your rights under the mandatory consumer protection laws of your country of residence, and you may bring proceedings before the courts of the country where you live.

19. Modifications

Pollen Robotics reserves the right to update these Terms at any time. The Terms applicable to your order are those in force at the time of purchase.

20. Contact

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

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