Return & Refund Policy

Effective Date: [2026-10-29]

We want every family to feel confident about bringing home their new Pubbo AI companion. If your purchase is not quite right, we are here to help. This policy applies to eligible products purchased directly from the official Pubbo online store.

 

1. 30-Day Return Window

You may request a return within 30 calendar days after your order is delivered. To qualify for a change-of-mind return, your Pubbo must:

• Be in good condition, with no significant damage, unauthorized modifications, or excessive signs of use.
• Include the original packaging and all supplied accessories, components, and materials.
• Be accompanied by proof of purchase, such as your order number.

Opening the package, activating the product, and reasonably trying its features do not automatically make it ineligible for return. These conditions do not restrict rights you may have for defective or misdescribed goods under applicable law.

2. How to Request a Return

Email pubboaiafterservice@whalesbot.com within the 30-day return window, or submit your return request via our Contact Us page. Please include your reason for return, and photos or videos if reporting damage or a fault.

Our support team will review your request first. If approved, we will provide the return procedure, packing and shipping instructions, and our designated U.S. return warehouse address. Please do not ship anything back before receiving these instructions, as unauthorized returns may delay processing.

Once your return or replacement request is approved, please hand the product over to the return carrier within 7 calendar days of receiving our return instructions. Keep the shipping receipt or tracking number as proof of dispatch. If exceptional circumstances prevent timely shipment, contact us before the 7-day period ends.

Before returning a device, please follow the support team’s instructions to unlink accounts and remove personal information, where applicable.

3. Return Shipping Costs

Change-of-mind returns: The customer is responsible for return shipping costs, including returns due to personal preference, ordering the wrong item, or no longer wanting the product.

Defective, damaged, or incorrect items: For verified product defects, shipping damage, or an item sent in error, Pubbo will cover reasonable approved return shipping costs and provide a prepaid label or alternative return instructions where appropriate.

We do not charge a restocking fee for eligible returns.

Original Fast Shipping fee - change-of-mind returns: If you paid the $10 Fast Shipping fee and the expedited delivery service has already been provided, this original shipping charge is not refundable when you return your order for personal reasons, such as changing your mind or no longer wanting the product, except where required by law.

Original Fast Shipping fee - Pubbo-responsible returns: If we verify a product defect, shipping damage, or an incorrect item caused by our error and approve a full-order return for a refund, we will also refund the original $10 Fast Shipping fee, if charged. Pubbo will cover approved return shipping costs for these cases.

4. Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival and notify us promptly if you receive an incorrect, damaged, or defective item. Include your order number and any helpful photos or videos so that our team can review and verify the issue.

For verified defects, shipping damage, or fulfillment errors, we will arrange an appropriate refund or replacement under this policy, without charging you for approved return or replacement shipping. For covered hardware faults, Pubbo offers replacement rather than repair. Prompt reporting helps us investigate shipping damage without limiting applicable legal rights.

5. Refund Timing and Method

For an approved return that requires the product to be sent back, we will inspect the item (normally within 3–5 business days) and issue any approved refund to the original payment method no later than 7 business days after the returned package is delivered to our designated U.S. return warehouse. This 7-business-day period includes our inspection process.

Where we approve a refund without requiring a return, or approve cancellation before dispatch, we will issue the refund within 7 business days after approval, subject to any shorter period required by law.

Once issued, the refund may take additional time to appear in your account. Depending on your bank or payment provider, this can take up to approximately 10 business days. We will notify you when the refund is issued.

6. Exchanges and Replacements

For a change of preference, we do not offer direct exchanges. Please complete an eligible return and place a new order for the product you want.

For approved warranty claims, our service is replacement-only, not repair. Follow our return instructions to send back the defective device; after receipt and verification, we will send a new replacement unit. Pubbo covers approved shipping costs for warranty replacements. Replacement availability depends on inventory.

7. Order Cancellations

You may request cancellation before your order has been dispatched by emailing pubboaiafterservice@whalesbot.com as soon as possible. If your order is successfully canceled before dispatch, we will refund the amounts you paid for that order, including any $10 Fast Shipping fee, within the refund timeframe described in Section 5. Once an order is dispatched, cancellation may not be possible; you may request an eligible return after delivery under this policy.

8. Sale Items, Bundles, and Exceptions

Regular promotional or discounted products are eligible for the same 30-day return window unless a clearly disclosed, lawful exception applies. For change-of-mind returns of bundles, all items in the bundle must ordinarily be returned together. Please contact support before returning part of a bundle.

Change-of-mind returns may be declined if eligibility conditions are not met, including substantial misuse, intentional damage, or missing essential items. These restrictions do not affect remedies available under applicable consumer-protection or warranty laws.

9. One-Year Limited Hardware Warranty

Pubbo products purchased from our official online store include a one-year limited hardware warranty for eligible manufacturing defects, subject to our separate Limited Warranty Policy. For verified covered faults, we replace the defective device with a new unit instead of repairing it. Customers must obtain approval and return the device following our instructions before replacement. This warranty is separate from the 30-day return period and does not limit applicable legal rights.

10. Shipping-Related Issues

If your package is missing, arrives damaged, or has another delivery issue, please contact our support team. We will investigate verified issues and provide the appropriate resolution under our Shipping Policy and applicable law.

11. Contact Us

Pubbo Customer Support

Email: pubboaiafterservice@whalesbot.com

Return address: Provided by our support team when your return is approved (U.S. return warehouse).

Nothing in this policy limits your non-waivable rights under applicable law.