Delivery & Return Policy

DELIVERY POLICY:

(Last Updated: 30 March 2022) 

For non-Crowdfunded Products

Product Availability

Please check the availability of Products and the delivery date range of each item in your order to ensure timely delivery.

The availability of each item we sell on Hasbro Pulse is shown on the product description page. Most in stock items are dispatched within 2 business days of when you place your order (Monday through Friday, excluding public holidays in Germany). By “dispatched” we mean the item has left our fulfillment center. We offer some of our items as pre-order and will deliver to you as soon as they become available.

The availability of any item we sell is subject to change.

Delivery Address

We deliver to most addresses in Germany. Please see individual listings for any exclusions. Please note we cannot deliver to a P.O. Box or any other country at this time.

When you set up your account, you can establish a delivery address to use on all orders. For your convenience, you can access your account at any time to make changes to this information.

Delivery Options

We currently offer standard delivery only.

Standard delivery - Allow 2-3 business days (excluding public holidays in Germany) from date of dispatch. Please allow 1-2 additional business days for delivery to islands and outer areas.

When your order consists of multiple items, we will always attempt to group your items into as few deliveries as possible. At times, when your order contains multiple items, it may be necessary to send your items in separate deliveries to ensure that you receive them in a timely manner.

Delivery Costs

Delivery is free on orders of EUR 70.00 or more.*
The standard delivery cost for orders of less than EUR 70.00 will be EUR 3.99.

*Exclusions to free or discounted delivery may apply to certain Crowdfunded Products as indicated in the individual product listings.

We may change or remove delivery charges from time to time.

Undeliverable Products

When packages are returned to us as an undeliverable, we will attempt to contact you via phone or
e-mail for further instructions and to rearrange delivery. If we have to re-deliver, you are liable for the costs of the failed delivery.

For Crowdfunded Products

Timing of Delivery

If the campaign is successfully backed with the minimum number of backers by the campaign deadline (the "Project Backing Period"), then the project will proceed to the production phase. Estimated availability dates vary per HasLab campaign, so please visit the project on the HasLab tab frequently to stay up to date when it becomes available.

Once your Crowdfunded Product has been produced, please allow 2-3 business days (excluding public holidays in Germany) from the date of dispatch for delivery. Please allow 1-2 additional business days for delivery to islands and outer areas.

Delivery Address

We deliver to most addresses in Germany. Please see individual product listings for any exclusions. Please note we cannot deliver to a P.O. Box or any other country at this time.

Delivery Options and Delivery Costs

We currently offer standard delivery only. Check the specific project page for details on delivery options and costs. Once you receive your delivery notification email, please allow 2-3 business days from the date of dispatch for delivery.

For other delivery information such as delays in delivery, missed delivery and late delivery please see our Terms of Use.

RETURN POLICY:

For non-Crowdfunded Products

Cancelling or Changing an Order

Once an order has been submitted, you will be unable to change or cancel your order once confirmed in checkout. You must contact Customer Service to attempt to cancel or change it. We are unable to cancel or change orders that have already been dispatched except for remaining items in a partially delivered order.

Pre-order Products may be cancelled or modified at any time before payment has been processed. To cancel, log into your account, navigate to ’My Orders’, click into your order, then cancel the item. You can also contact Customer Service here to cancel your order.

For Crowdfunded Products

Cancelling Your Order

You can cancel your backing at any time before the completion of the Project Backing Period. To cancel, log into your account, navigate to ’My Orders’, click into your order, then cancel the item. You can also contact Customer Service here  to cancel your order.

For All Products

Return and Replacement

We hope that you are completely satisfied with your order. If, for any reason, you are not satisfied or have changed your mind about the Product, you may return most items bought on Hasbro Pulse within 30 days of delivery and receive a replacement or refund. For the costs of return please check Costs of Return.

Right to withdraw from the contract

INSTRUCTION ON RIGHT TO WITHDRAW

You have the right to withdraw from a contract for purchase of a Product within 14 days without giving any reason.

The withdrawal period is 14 days from the day on which you or a third party named by you, who is not the carrier, has taken possession of the Products or the last Products if you have ordered several Products as part of a single order and these are delivered separately.

In order to exercise your right of withdrawal, you must inform us (Hasbro, D2C Hasbro Consumer Affairs Department, Overweg 29, 59494 Soest, Germany, Telephone: 0800 5556130, Email: customerservice_de@hasbropulse.com) with an explicit declaration (e.g. by a letter sent by post or an e-mail) of your decision to withdraw from this contract. You can use the enclosed model withdrawal form, which is not mandatory. You can use the withdrawal form or you can contact Customer Service here. You can also inform us by logging into your account, navigating to ’My Orders’, clicking into your order, then cancelling the item (for pre-order Products and Crowdfunded Products only). In case you use your account and ’My Orders’ or Customer Service, we will communicate to you an acknowledgement of receipt of such cancellation without undue delay (e.g. by e-mail).

In order to comply with the withdrawal period, it is sufficient that you send the notification of the exercise of the right of withdrawal before the expiry of the withdrawal period.

Consequences of the withdrawal

If you withdraw from this contract, we will repay you all payments that we have received from you, including the delivery costs (with the exception of the additional costs resulting from the fact that you have chosen a type of delivery other than the cheapest standard delivery we offer), without delay and at the latest within 14 days from the day on which we received the notification of your withdrawal from this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged for this repayment. We may refuse to refund you for Products until we have received those Products back or until you have provided suitable proof that you have returned those Products, whichever is the earlier. You must return or hand over the Products to us without undue delay and in any event no later than 14 days from the day on which you notify us of the withdrawal from this contract. The time limit is met if you send the Products before the expiry of the period of 14 days.

You will bear the direct costs of returning the Products.

You only have to pay for any loss in value of the Products if this loss in value is due to handling of the Products that is not necessary for testing the quality, characteristics and functioning of the goods.

Exclusion of the right of withdrawal

You do not have a right to withdraw from the contract in respect of:

Products which are customised, bespoke, made to customer specification or personalised (for example, when a Product has been engraved or otherwise personalised);

Products sealed for health protection or hygiene purposes, once these have been unsealed after you receive them;

  • sealed audio or sealed video recordings or sealed computer software, once these Products are unsealed after you receive them; and
  • any Products which become mixed inseparably with other items after their delivery.

For Pulse Premium, please refer to the Hasbro Pulse Premium Terms of Use.

END OF INSTRUCTION ON RIGHT TO WITHDRAW

Model Withdrawal Form

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

Attn: Hasbro D2C Hasbro Consumer Affairs Department, Overweg 29, 59494 Soest, Germany, Telephone: 0800 5556130, Email: customerservice_de@hasbropulse.com

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 (*)

- Name of the consumer(s)

- Address of the consumer(s)

- Signature of the consumer(s) (only in the case of notification on paper)

- Date

(*) Delete as applicable.

Extended right to return Products up to 30 days after receipt.

Without prejudice to your statutory rights, we provide an extended right to return Products. You can return the Products to us within 30 days of receipt of the Products provided none of the aforementioned exceptions to the right of withdrawal applies, the Products are complete and in the same condition as you received it. Please contact Customer Service to start the returns process or log into your account to cancel an item (for pre-order Products and Crowdfunded Products only). For the avoidance of doubt, the periods to withdraw from the contract and the period under this extended right to return Products are not added up and the maximum period to return Products in accordance with this extended right to return Products is 30 days of receipt of the Products.

This extended right to returns Products does not apply to digital products or software which are not supplied on a tangible medium (e.g. on a CD or DVD).

If you return Products pursuant to this extended return right, we will refund to you the purchase price already paid by you. This extended return right does not affect your statutory rights and therefore does not affect your right to withdraw from the contract or your rights in case of faulty or misdescribed Products.

Faulty or Misdescribed Product

Without affecting your right to withdraw from the contract or exercise the extended right to return Products, as set out above, if you receive a Product that is faulty or misdescribed, you may get the Product repaired or replaced or get some or all of your money back:

  • during the 30 days from delivery of the Product under your extended right to return Products, you can:
    • ask us to repair or replace the Product; or
    • return the Product to us by exercising your extended right to return Products and get all of your money back (please refer to the separate section on the extended right to return Products)
  • after this 30-day period:
    • you need to give us at least one chance to repair or replace the Product;
    • if you are then not happy with the repair or replacement or if either option (i) is not possible, (ii) is not completed within a reasonable time or (iii) causes significant inconvenience to you, you can:
  • keep the Product and reduce the purchase price; or
  • return the Product to us and get all of your money back

Please note that you also have a statutory right to withdraw from the contract (please refer to the separate withdrawal instructions).

If you have asked us to repair or replace the item within the 30-day period of your extended right to return Products and you are unhappy with the repair or replacement, you have until the end of the 30-day period to return the Product to us under your extended right to return Products and get your money back.

If you request a repair or replacement of the Product, you must return the Product to us. Please contact Customer Service here for a return merchandise authorisation number and further instructions. We will pay the costs of return if the Product is faulty or misdescribed.

If you want us to repair or replace a Product, you can tell us which option you prefer but we can decide that the other option is more appropriate if your preferred option is not possible or requires expenses or costs which are disproportionate compared to the other option.

Damaged Product

We do our utmost to ensure our items are carefully packed and protected, however, sometimes damage can occur in transit. If an item arrives damaged, please notify Customer Service here.

Returning the Product and Requesting a Return Merchandise Authorisation

You are a valued customer, and we want your shopping experience with us to be hassle-free. If you do need to return an item to us and the item is eligible for return, please contact Customer Service here to obtain a return merchandise authorisation number and instructions. Please note that we cannot accept any returns without a return merchandise authorisation. All unauthorised returns will be returned to sender.

Packing and Sending Your Return

1. Once you have received your return merchandise authorisation number, pack the items securely in a box. You can use the box that the items arrived in or another box, if you prefer. Please ensure all old delivery labels and barcodes have been removed.
2. Write the return merchandise authorisation number on the outside of the box, along with the address provided in the instructions.
3. Send your return to us using a delivery that is most convenient for you. We recommend using a shipper that offers an insured or trackable shipping service; please ensure that you ask for proof of postage and retain this as it provides your unique tracking number.

 

If your item is eligible for a free return via [INSERT], please enter the return merchandise authorisation number via the URL provided to print a free return address label or to create a QR code and take your return to the nearest Post Office. Please ensure that you ask for proof of postage and retain this as it provides your unique tracking number.

You must post the item back to us at Hasbro Deutschland GmbH, D2C, Overweg 29, 59494 Soest, Germany. If you are exercising your right of withdrawal you must send off the item no later than 14 days after the day you notify us of the withdrawal of this contract.

Ineligible Returns

If an item was sold as a set, individual elements of that set cannot be returned for a refund. Please return the entire set if you are requesting an eligible refund or replacement.

Requesting a Replacement

During the return merchandise authorisation, you can request a replacement for the same item (subject to availability) if it arrives damaged.

Costs of Return

You will need to pay the costs of return for the Products. Hasbro will pay the costs of return if:

(a) the Product is faulty or misdescribed; or
(b) if you are ending the contract because we have told you of an upcoming material change to the Products and/or Services or the Terms of Use, an error in pricing or description, a delay in delivery due to events outside our control or because you have a legal right to do so as a result of something we have done wrong. Please see our Terms of Use for more information about your right to end the contract with us.

 

In all other circumstances you must pay the costs of return.

Refund

If a refund is issued, the purchase price of the item including delivery costs (where applicable) will be credited. All eligible refunds are made to the original form of payment.

If you receive Products from us but as a gift that someone else purchased and had delivered to you, then please note we cannot issue a refund to you; however, you may request a replacement or repaired item to be sent to you as the gift recipient if the item is faulty or misdescribed. This does not affect the rights the purchaser may have against us.

We will make any refunds due to you as soon as possible or as otherwise stated herein.

Processing Your Return or Replacement

Please allow 14 days for us to process your return. You will receive notification via e-mail confirming that your return has been received and processed. If we are unable to send a replacement due to high demand and limited quantities, we will issue a refund instead. If, after 14 days, you still have not received an e-mail that your return has been processed, please contact Customer Service here.

Contacting Customer Service

For any questions, please contact Customer Service here.