Withdrawal, Returns & Refund Policy

This Policy is provided by:

ROBITRO UG (haftungsbeschränkt)
Straubinger Str. 42
93326 Abensberg
Germany

Commercial Register: Amtsgericht Regensburg
Registration Number: HRB 22252
VAT Identification Number: DE461151813

Email: support@robitro.eu
Website: robitro.eu

If you are a consumer and enter into a qualifying distance contract with ROBITRO, you generally have a statutory right to withdraw from the contract without giving a reason.

The statutory withdrawal period is generally 14 days.

The exact start of the withdrawal period depends on the type of contract.

For physical goods, the withdrawal period generally begins when you, or a third party designated by you other than the carrier, receives the goods, subject to the applicable statutory rules.

For services and certain other contracts, different rules regarding commencement of the withdrawal period may apply.

To exercise your statutory right of withdrawal, you must inform ROBITRO of your decision to withdraw from the contract by means of a clear statement.

You may contact us at:

ROBITRO UG (haftungsbeschränkt)
Straubinger Str. 42
93326 Abensberg
Germany

Email: support@robitro.eu

Your statement should make it clear that you wish to withdraw from the relevant contract.

You do not have to provide a reason for exercising your statutory right of withdrawal.

You may use the Model Withdrawal Form provided at the end of this Policy, but use of that form is not mandatory.

It is sufficient to send your withdrawal declaration before expiry of the applicable withdrawal period.

Where required by law, ROBITRO also provides an electronic withdrawal function through its online interface.

In addition to your statutory rights, ROBITRO offers a voluntary 30-day return policy for eligible physical products purchased directly from ROBITRO, unless a product is expressly excluded from this voluntary policy.

This voluntary return period begins when you receive the product.

The 30-day return policy is an additional ROBITRO benefit and does not replace, restrict or shorten your statutory right of withdrawal or statutory rights concerning defective products.

To request a return, contact support@robitro.eu.

Please include:

• your name;
• your order number;
• the product you wish to return; and
• your contact details.

Providing a reason for a voluntary return may help us improve our products and services, but does not affect any statutory right of withdrawal.

For returns made after expiry of the statutory withdrawal period but within ROBITRO’s voluntary 30-day return period, the product should generally:

• be returned within 30 days of receipt;
• be complete;
• include supplied accessories, components and manuals;
• not have been damaged through improper use;
• not have been materially altered or modified; and
• where reasonably possible, be returned in its original packaging.

You may inspect a product as reasonably necessary to determine its nature, characteristics and functionality during the statutory withdrawal period.

The conditions of ROBITRO’s voluntary return policy do not restrict mandatory statutory rights.

For returns made under the statutory right of withdrawal, you are responsible for the direct cost of returning the goods unless:

• ROBITRO has expressly agreed to bear the return cost; or
• applicable law requires ROBITRO to bear the cost.

For returns made solely under ROBITRO’s voluntary 30-day return policy after expiry of the statutory withdrawal period, the customer is generally responsible for return shipping costs unless ROBITRO expressly agrees otherwise.

Please contact support@robitro.eu before returning a product so that we can provide the appropriate return instructions.

Do not send products to an address other than the return address specified by ROBITRO where separate return instructions have been provided.

If you validly withdraw from a contract, ROBITRO will reimburse payments received from you in accordance with applicable law.

For qualifying goods purchases, this generally includes the cost of standard delivery.

If you selected a delivery method that was more expensive than the least expensive standard delivery method offered by ROBITRO, ROBITRO is not required to reimburse the additional delivery cost to the extent permitted by law.

Reimbursement will be made without undue delay and within the applicable statutory period.

Unless otherwise expressly agreed, reimbursement will normally be made using the same payment method that you used for the original transaction.

You will not incur additional fees from ROBITRO solely because of the reimbursement.

For physical goods, ROBITRO may withhold reimbursement until:

• we have received the returned goods; or
• you provide evidence that you have sent the goods back,

whichever occurs first, unless ROBITRO has offered to collect the goods.

After exercising your statutory right of withdrawal, you must return the goods without undue delay and within the applicable statutory return period.

Please package products appropriately to prevent avoidable damage during transportation.

Where the product contains several parts, accessories, cables, manuals or other components, please return all components belonging to the product.

Under the statutory right of withdrawal, you are only responsible for any diminished value of the goods where that diminished value results from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, subject to applicable law.

For example, reasonable inspection of a robotics kit does not automatically remove your statutory withdrawal rights.

However, unnecessary damage, substantial modification, missing components or use extending significantly beyond reasonable inspection may result in a deduction where legally permitted.

If you receive:

• the wrong product;
• an incomplete order;
• a product damaged during delivery; or
• a product that appears defective,

please contact us at support@robitro.eu.

Please provide:

• your order number;
• a description of the issue; and
• photographs or video where reasonably useful.

This helps us investigate and resolve the issue quickly.

Your statutory rights are not dependent on providing photographs or video where the law does not require them.

The voluntary 30-day return policy is separate from your statutory rights concerning defective or non-conforming products.

If a product is defective, you may have statutory rights even after the 30-day voluntary return period has expired.

Nothing in this Policy limits statutory warranty, conformity, repair, replacement, price-reduction, termination or damages rights available under applicable law.

Any manufacturer’s warranty or commercial guarantee is additional to statutory consumer rights.

Robotics, electronics and STEM kits may contain multiple components, including motors, sensors, controllers, mechanical components, cables, batteries or other electronic parts.

If only one component appears defective, please contact us before returning the entire kit.

Where appropriate and consistent with your statutory rights, we may be able to resolve the issue more quickly by providing troubleshooting assistance or replacing an affected component.

This does not restrict your mandatory statutory rights.

ROBITRO may provide digital content including:

• online courses;
• microdegrees;
• video lessons;
• downloadable materials;
• project instructions;
• assessments; and
• other digital educational content.

Special withdrawal rules may apply to digital content that is not supplied on a physical medium.

Where you expressly agree that ROBITRO may begin supplying digital content before expiry of the statutory withdrawal period and you acknowledge that you will lose your right of withdrawal when performance begins, your statutory right of withdrawal may expire once supply begins, provided all applicable legal requirements have been fulfilled.

ROBITRO will obtain any legally required express consent and acknowledgement separately during the purchase or activation process.

Simply accepting these Terms or this Refund Policy does not by itself replace any separate consent required by law.

Where the statutory right of withdrawal has not expired or been validly lost, statutory withdrawal rights remain available.

Where a voluntary refund is offered for digital products beyond statutory requirements, the applicable conditions will be stated on the relevant product page or at checkout.

If purchased digital content cannot be accessed or does not function as contractually agreed, please contact support@robitro.eu.

ROBITRO will investigate the issue and, where applicable, provide the remedies required under statutory law.

Statutory rights relating to defective digital products remain unaffected by this Policy.

Cancellation of a subscription and withdrawal from the original subscription contract are legally distinct.

Where ROBITRO offers a recurring subscription, the applicable:

• price;
• billing interval;
• contract term;
• renewal terms; and
• cancellation conditions

will be shown before purchase.

Cancelling a subscription normally prevents future renewal in accordance with the applicable subscription conditions. It does not automatically create a right to reimbursement for periods already properly supplied.

Any statutory withdrawal or refund rights remain unaffected.

Where required by law, ROBITRO will provide the legally required electronic cancellation functionality.

ROBITRO may offer:

• STEM courses;
• robotics courses;
• workshops;
• holiday programmes;
• camps;
• trial lessons;
• school programmes; and
• other in-person educational activities.

Cancellation and refund conditions may vary depending on the particular programme.

Any programme-specific cancellation conditions will be communicated before registration where applicable.

Where a statutory withdrawal right applies, those statutory rights take precedence over conflicting voluntary cancellation conditions.

ROBITRO may organise competitions, tournaments, challenges and other events.

Event-specific cancellation and refund conditions may apply.

Please review the relevant event registration page and participation conditions before booking.

Certain contracts concerning leisure activities scheduled for a specific date or period may be excluded from the statutory right of withdrawal under applicable law.

Where such an exception applies, this will be communicated appropriately.

If ROBITRO voluntarily permits cancellation for such an event, the applicable voluntary cancellation conditions will be stated during registration.

If ROBITRO cancels a paid event, course or workshop and does not provide a reasonable replacement, customers will receive an appropriate refund of the affected participation fee in accordance with applicable law and the relevant booking conditions.

If an event or programme is rescheduled, ROBITRO will provide information about the available options where appropriate.

The statutory right of withdrawal may not apply to goods that are:

• not prefabricated and are manufactured according to an individual selection or decision by the consumer; or
• clearly personalised to the consumer’s individual requirements,

where the statutory conditions for the relevant exception are satisfied.

This exception does not automatically apply merely because a standard product contains ordinary selectable options.

Where a ROBITRO product is excluded from the statutory withdrawal right because it is genuinely personalised or custom-made, this will be communicated where required.

Where applicable, the statutory right of withdrawal may be excluded for sealed goods that are not suitable for return for health-protection or hygiene reasons after their seal has been removed, provided the statutory requirements for that exception are met.

This exception will only be applied where legally applicable.

Purchasing a product at a promotional or discounted price does not remove statutory consumer rights.

Eligible promotional products may also be returned under ROBITRO’s voluntary 30-day return policy unless the specific promotion expressly provides otherwise.

Any restriction on a voluntary promotional benefit does not limit mandatory statutory rights.

If products were purchased as a bundle and the customer seeks a voluntary refund for the entire bundle, all products and components belonging to the bundle should be returned.

Statutory rights remain unaffected.

If only one item within a bundle is defective, please contact ROBITRO so that the appropriate statutory or contractual remedy can be determined.

Refunds are normally made to the original payment method used for the purchase.

If a product was received as a gift, please contact support@robitro.eu with the available order information.

We will explain the options available in the particular circumstances.

Once a return has been received and, where appropriate, inspected, ROBITRO will process the applicable reimbursement.

The time required for the amount to appear in your account after ROBITRO issues the refund may depend on your bank, card issuer or payment provider.

ROBITRO cannot control processing times imposed by external payment institutions.

ROBITRO may offer exchanges in certain circumstances.

Where an exchange is requested, please contact support@robitro.eu.

If an exchange cannot be provided, the applicable refund, withdrawal or warranty process will be used instead.

Mandatory statutory rights remain unaffected.

Please contact ROBITRO before returning goods so that we can provide the appropriate return instructions.

ROBITRO UG (haftungsbeschränkt)
Straubinger Str. 42
93326 Abensberg
Germany

Email: support@robitro.eu

Where ROBITRO provides a different designated return address or return label for a particular order, please follow those return instructions.

Where required for an eligible contract concluded through ROBITRO’s online interface, customers can exercise their statutory withdrawal right through the electronic withdrawal function provided on the website.

The electronic function is an additional way to submit a withdrawal declaration.

It does not prevent consumers from using other legally permitted methods of exercising their withdrawal right.

After a withdrawal is submitted electronically, ROBITRO will provide the legally required confirmation.

If you wish to withdraw from a qualifying contract, you may complete and send the following form.

Use of this form is not mandatory.

For withdrawal, returns, refunds, damaged products, defective products or order-related questions, contact:

ROBITRO UG (haftungsbeschränkt)
Straubinger Str. 42
93326 Abensberg
Germany

Commercial Register: Amtsgericht Regensburg
Registration Number: HRB 22252
VAT Identification Number: DE461151813

Email: support@robitro.eu
Website: robitro.eu

See also the General Terms and Conditions and the Imprint.