Shipping & Returns

Shipping Policy

We currently deliver our kits to numerous countries and incorporate the shipping costs into the price of the box so there are no extra charges. This includes the international subscription prices. We will always send you an email notification when your box is shipped (with a link to your tracking information).

In most cases, if the recipient has not received a subscription before, the first box will ship within 1-2 business days of receiving the order. Once a box ships please allow 3-10 business days for delivery to the EU addresses and 7-14 business days for addresses outside the EU.

Return & Refund Policy

Our Returns Policy

 

We accept returns on store orders if the items are unused and undamaged. Returns must be made within 30 days of purchase. All return-related shipping costs are the responsibility of the customer.  

 

The address for returns:

 

EduBaba GmbH

Karl-Marx-Strasse 39 

12043 Berlin Germany

 

Return packages must include:

 

  • Return details: order number, account name, reason for return

  • Items in original packaging/crates (unused and undamaged)


 

It is important that you check your order or items upon receipt and always before use. If any errors occur or issues arise then these need to be reported to us immediately so that we can learn more about the problem.

 

Before attempting to return an order you will need to contact our customer service team to request a returns authorisation number. Without this number it can be difficult to process your return.


 

Right to Cancel

 

You have the right to cancel a subscription contract within 14 days without giving a reason.  

 

The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires physical possession of the goods.

 

To exercise the right to cancel, you must inform us of your decision to cancel this contract by a clear statement (e.g. by selecting the appropriate option in your account or a letter sent by post). You may use the example model cancellation form below, but it is not obligatory.

 

Please ensure that the items you are returning are unopened and in any original packaging. Unwanted goods need to be in pristine condition with any retail seals unbroken.

 

Effects of Cancellation

 

If you cancel this contract, we will reimburse you all payments received from you.

 

We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you.

 

We will make the reimbursement without undue delay and not later than:

 

(a) 28 days after the day we receive back from you any goods supplied; or

 

(b)(if earlier) 28 days after the day you provide evidence that you have returned the goods; or

 

(c) if there were no goods supplied, 28 days after the day on which we are informed about your decision to cancel the contract.

 

We will make the 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 the reimbursement. You will have to bear the direct cost of returning the goods.

 

Model Cancellation Form

 

To: EduBaba GmbH

Karl-Marx-Strasse 39 

12043 Berlin Germany

 

I hereby give notice that I cancel my contract of sale of the following goods:

 

Ordered on:

 

Order number:

 

Name of customer:

 

Address of customer:

 

Signature of customer (only if sent by paper):

 

Date:


 

What should I do if I receive an incorrect item?

 

We have high standards when it comes to packaging your order. Still, mistakes occur from time to time. Please accept our apologies if you have received an incorrect item. As part of our customer objectives, we will do our utmost to resolve your query with speed, ease and absolute minimal inconvenience.

 

We will review each case individually when considering the return of the product; in some cases we may require further information such as pictures so we can choose the best course of action.

 

What should I do if my item is damaged?

 

Although we take care to prevent any damage to your goods during transit it is possible that problems may arise. Please accept our apologies if you have received a damaged item.

 

We ask that you do not refuse delivery, instead accept the goods and contact us immediately. Refusal may actually result in a delay of the parcel being returned.

 

You can contact us through your account using the online message centre. Please attach any pictures you have of the damage to the message. A member of our team will review the details and offer the best resolution to resolve your query.

 

How do I report a fault with my product?

 

Please accept our apologies if you believe there is a fault with your item, we take all complaints regarding the quality of our products seriously and we will need to investigate the reported fault in more detail.

 

In order to do this we ask that you contact us through your account using the online message centre. Please provide details of the fault and where possible attach pictures to your message.

 

How do I arrange a return?

 

Please contact our Customer Service team to discuss your return.

 

We will need to know your order number and the issues you have encountered. Upon receipt of these details we will review your case and suggest the next steps.

 

If your item needs to be returned, please package the item securely and ensure our returns form is included.

 

You will need to obtain a proof of postage receipt when you send your item to us. Without the proof of postage we may not be able to process your refund or replacement in the rare event that your item is lost in transit. If you request a replacement and the product is no longer available, we will process a refund back to the original account used to purchase the item.

 

Any item you have accepted and then returned is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.


 

Will you refund my postage costs to return an item?

 

We are more than happy to refund postage costs to return an item where the return has been pre-authorised.

 

We will not refund postage costs to return items which are unwanted or no longer required. These costs will need to be covered by you, again we recommend using a delivery service that insures you for the value of the goods.

 

We will not refund postage costs to return any item due to reported damage or fault where no error was found in the testing process. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

 

Complaints

 

If you are not satisfied with the way in which we have handled the return or replacement of any item, we want to hear about this. Our aim is to resolve the matter for you and ask that you contact our customer service representatives at hello@thehowapp.com or by post at EduBaba GmbH Karl-Marx-Strasse 39, 12043 Berlin Germany