Refund policy

(1) Consumers have a statutory right of withdrawal. Details are set out in the instructions on the right of withdrawal in Appendix 1. A model withdrawal form is included in Appendix 2.

(2) The right of withdrawal under this Appendix applies to the purchase of goods via the online shop. For the subscription concluded within the app, the contractual terms and conditions regarding withdrawal provided at the time of conclusion apply, supplemented by the terms and conditions of the respective app store.

(3) Note regarding returns: The product should be returned complete (stuffed animal, Polingo soundbox, charging cable, accessories) and, if possible, in its original packaging. The consumer is liable only for any loss in value resulting from handling that goes beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

(4) The consumer bears the direct costs of the return. Returns should be sent to: Polingo GmbH, Mergenthalerallee 73–75, 65760 Eschborn, Germany. We recommend using an insured shipping method with tracking.

Appendix 1: Instructions on the right of withdrawal for consumers

Right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason.

The withdrawal period is fourteen days from the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the goods.

To exercise the right of withdrawal, you must inform us (Polingo GmbH, Mergenthalerallee 73–75, 65760 Eschborn, Germany, e-mail: hello@polingo.io) of your decision to withdraw from this contract by an unequivocal statement (e.g., a letter sent by post or an e-mail). You may use the attached model withdrawal form (Annex 2), but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than fourteen days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent back the goods, whichever is the earliest.

You must send back or hand over the goods to Polingo GmbH, Mergenthalerallee 73–75, 65760 Eschborn, Germany, without undue delay and in any event no later than fourteen days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of fourteen days has expired.

You will bear the direct costs of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling of the goods other than what is necessary to establish the nature, characteristics, and functioning of the goods.

Note regarding pre-orders

If you have pre-ordered a product that has not yet been delivered, you may withdraw from the contract at any time prior to delivery and, furthermore, within fourteen days of receipt of the goods. In the event of withdrawal prior to delivery, we will refund the full purchase price without undue delay and no later than fourteen days after receipt of your notice of withdrawal.

Annex 2: Model withdrawal form

(If you wish to withdraw from the contract, please complete this form and return it.)

To: Polingo GmbH, Mergenthalerallee 73–75, 65760 Eschborn, Germany, E-mail: hello@polingo.io

I/We (*) hereby withdraw from the contract concluded by me/us (*) for the purchase of the following goods (*) / the provision of the following service (*): ________________________

Ordered on (*) / received on (*): ________________________

Order number: ________________________

Name of consumer(s): ________________________

Address of consumer(s): ________________________

Signature of consumer(s) (only if this form is notified on paper): ________________________

Date: ________________________

(*) Delete as appropriate.