Refund policy

14-day returns

You can withdraw from your purchase within 14 days of receiving your order, for any reason. If your order arrives in several parcels, the 14 days start when the last one arrives.

How it works:

  1. Tell us within 14 days. Email [email protected] with your order number, or use our withdrawal form at https://enode.ai/apps/retractly/withdraw.

  2. Send the item back within 14 days of telling us. Return shipments go to: BM Sports Technology GmbH, Freie Str. 30b, 39112 Magdeburg, Germany

  3. Get your refund within 14 days of your notice (see "Refunds" below).

You don't need to wait for a reply from us before sending the item back, but including your order number in the parcel helps us refund you faster.

Return shipping

You arrange and pay for return shipping, unless the item is defective, damaged or not what you ordered. We recommend a tracked service so you have proof of shipment.

If you are returning from outside the EU, mark the customs declaration as "returned goods" so that no import charges are raised. We cannot refund customs duties or fees charged by the authorities or the carrier.

Condition of returned items

You may unpack and try the product as you would in a store. If an item shows wear beyond what is needed to check it, we may deduct a reasonable amount from the refund for the loss in value. Please include all accessories, straps and cables, and the original packaging if you still have it.

Refunds

We refund the item price and the cost of standard outbound shipping to your original payment method within 14 days of receiving your withdrawal notice. We may hold the refund until the item has arrived or you have sent us proof of shipment, whichever comes first.

If you chose express shipping, we refund the standard shipping cost but not the express surcharge. Your bank or card provider may take a few extra days to post the refund.

Defective, damaged or wrong items

If anything is defective, damaged or incorrect, contact [email protected]. We will cover return shipping and repair, replace or refund the item. Letting us know soon after arrival helps us sort it out quickly, but your rights do not depend on it.

Your statutory warranty rights (two years from delivery in the EU) apply in addition to this policy and are not limited by it.

Enode One subscriptions

Enode One subscriptions are purchased through the Apple App Store and billed by Apple, so cancellations and refunds are handled by Apple:

  • Cancel: in your Apple Account settings under Subscriptions. An auto-renewing subscription stays active until the end of the current billing period and then ends. A one-time annual purchase does not renew and ends automatically.

  • Refunds and 14-day withdrawal: request these from Apple at https://reportaproblem.apple.com. We cannot cancel or refund App Store purchases on your behalf.

If you have trouble, email [email protected] and we will help you through it.

Exceptions

  • Items made to your own specifications or clearly personalised for you cannot be returned unless defective.

  • Gift cards can be returned within 14 days of purchase as long as they have not been redeemed.

Exchanges

To exchange an item, return it for a refund and place a new order for what you need. That is the fastest route.

Your statutory rights

If you are a consumer (buying for private use) in the EU or EEA, you have a statutory right of withdrawal. This page summarises it in plain language. The full withdrawal notice and the model withdrawal form are at https://enode.ai/apps/retractly/withdraw. Nothing on this page limits your statutory rights.

Business customers

The right of withdrawal applies to consumers only. Returns from business, reseller and distributor accounts are handled under the terms of your agreement with us. Contact [email protected].