FAQ

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What is a Raspberry Pi?

The Raspberry Pi is a nanocomputer/microcomputer the size of a bank card, designed with the aim of democratising and facilitating access to computer science and programming among young people. Created in 2012 by the Raspberry Pi Foundation and professors from Cambridge University, the first Raspberry Pi model is a real revolution in the world of education and technology. In response to the craze, sales gradually opened up to professionals and individuals. Since then, the Raspberry Pi range has been a commercial success, with almost 30 million units sold by the end of 2019. Over the years, the Raspberry Pi has made its mark on the computer and SBC (Single Board Computer) market, becoming an essential reference for designers and creators in the world of I.O.T, D.I.Y, etc. Its versatility and low cost have largely contributed to this success, and have allowed the Raspberry Pi Foundation to develop new product ranges and models. The Raspberry Pi is now available in its fourth version (Raspberry Pi 4), and equipped with a quad-core ARM Cortex-A72 chip, of 1.8 GHz. It is available in several RAM versions (1, 2, 4 or 8GB) and in a specially revised version that fits directly into a keyboard (Raspberry Pi 400) . The Raspberry Pi range also includes a range of miniature SBCs (Raspberry Pi Zero) smaller than the first version of the Pi, and a first ever range of microcontrollers (Raspberry Pi Pico)! To find out more about the products and history of the Raspberry Pi Foundation, see our dedicated page: Raspberry Pi

How to order on the site ?

After adding all the products of your choice to your basket, you can create your order on the site. To be able to place an order on the site, you must be connected to a validated customer account. Register from the order validation page or connect directly to your Kubii account if you are already registered. You can also access your personal space or the registration form via the tab ""Log in"" located on the top right of the site. Select the delivery and payment method of your choice, then proceed to the secure payment of your order. Once the transaction is validated, you will receive the order confirmation directly by e-mail. You will then be informed by e-mail of the various developments concerning the status of your order. You will also be able to retrieve your order from the Order History available from your Personal Area.

How do I register on the site?

To create your account, you can go directly to the registration page, then click on the button ""Private account"" or ""Professional account"". To validate the creation of your account, you must have a valid e-mail address. Fill in all the personal information necessary to create your Kubii account. Remember also to complete the information of your company within the framework of the creation of a professional account. Check that the information provided is correct, before validating your inscription. Once your account is validated, you will receive a confirmation directly by e-mail. To find out more about the registration conditions for professional accounts, please consult our dedicated page: How to register as a Professional (Company, Foreign Company, Administration, ...) on the site? Having trouble creating your account? Use our contact form to get assistance from our customer service! You can also contact the Kubii customer service by phone at +33 9 72 62 43 30. Kubii customer service is available from Monday to Friday from 9:30am to 12pm and from 2pm to 5pm (except public holidays).

Order / Returns

How do I cancel an order I placed on the site?

To cancel a current order that has not yet been prepared, you must access your Order History available from your Personal Area. Select the current order you wish to cancel, and click on the "Cancel my order" button on the right of your order. You can also use our contact form and select the order you wish to cancel (only in connected mode). By cancelling your order, you forfeit the entirety of the products you have ordered and/or reserved. When cancelling your order, you will have the choice between a direct refund to your payment method, or a refund in the form of a credit note. To know more about the conditions and the possibilities of refunding of Kubii, consult our dedicated page: What are the conditions of refunds proposed by Kubii? ATTENTION: By cancelling your order, you give up the totality of the products which you ordered and/or reserved. This button is visible only if your order has not yet been taken in charge by the preparation service. If the button "Cancel order" is not available, this means that the order has already been prepared and/or is being shipped. In this case, you cannot cancel your order directly and you will have to refuse the parcel on receipt so that it can be returned to us. You will then be contacted by our customer service department, after the return package has been received at our premises.

Is it possible to edit an order that is waiting to be prepared?

Currently, our system does not allow you to add products to an order that has already been validated on the site. However, you can request the removal of one or more products, or cancel your entire order. If you only wish to cancel part of your order, you must contact customer service quickly via our contact form or by telephone on +33 9 72 62 43 30 (Monday - Friday from 9.30am to 12pm - 2pm to 5pm), before your order is prepared. Choose the products in your order that you do not wish to keep from the form. Make sure you have selected all the products you wish to cancel, you will not be able to edit your request once you have submitted it. Your request will then be processed as soon as possible during the opening hours of our customer service. PLEASE NOTE: It is possible that your order will be prepared before your request can be processed. It is therefore preferable to cancel your entire order if all your products are "In stock" at the time of cancellation. We recommend that you do this only if your order is currently in "Waiting for Supply" status. For more information on how to cancel an order, please see our page : How do I cancel an order I have placed on the site?

Where can I follow the progress of my order?

To track the progress of your order, you must access your Order History available from your Personal Area. Select the current order that you wish to track by clicking on the "Order Tracking" button on the right of your order. You will also receive by email, all the information concerning the evolution of your order and the different steps until delivery. Our replenishment times for out-of-stock products / or in supplier's stock are on average 15 working days (excluding supplier's shortages/break in stock). When all items are in stock, your order will be dispatched from our warehouse within 48 working hours (-24 hours for express delivery), and delivered within the timeframe announced by the selected carrier. This time may vary between 12 and 72 hours depending on the number of orders. Do you have an additional question? Use our contact form to get a quick answer from our customer service! You can also contact Kubii customer service by phone at +33 9 72 62 43 30. Kubii customer service is available from Monday to Friday from 9:30am to 12pm and from 2pm to 5pm (except public holidays).

How can I make a request to withdraw from my order?

All products sold by Kubii can be subject to a withdrawal request up to 14 days after delivery (the carrier's record being proof). To make a request for return, you must access the History of your orders available from your Personal Area. Select the order you wish to return, then click on the ""Cancellation request"" button on the right of your order. You can also use our contact form and select the order you wish to return (only available in connected mode). When cancelling your order, you will have the choice between a direct refund to your payment method, or a refund in the form of a credit note. To know more about the conditions and the possibilities of refunding of Kubii, consult our dedicated page: What are the conditions of refunds proposed by Kubii? Once your request validated, you will receive your return label and the detail of the procedure of return, directly by e-mail. For your return, the products must imperatively be sent back complete and in their original packing. Remember to note down your first and last name, the number of your order and the reason for your return. You will then have 14 days to return your parcel to the carrier (the carrier's register is proof of this). ATTENTION: The ""Cancellation request"" button is only visible if your order was delivered less than 14 days ago. If the button is not available, this means that your order is no longer eligible for a withdrawal request. In case of non-compliance with the warranty conditions and/or the conditions of use of the product, your request may be refused. You must wait for the validation of your return request before sending us the product(s).

What are the conditions and the duration of the guarantee of the products sold on Kubii?

The Kubii warranty covers your equipment against breakdowns and malfunctions that may occur during a period of 2 years. In order to benefit from the manufacturer's warranty or the legal warranty against redhibitory defects, it is imperative to keep the purchase invoice of the product which will be rigorously required when the warranty is invoked. Defects resulting from abnormal assembly or use or from the consumer's negligence are excluded from any guarantee. Any use of our products that does not comply with the instructions in the user's manual shall release us from all liability. Our guarantees shall not apply in the following cases:

Breakdowns resulting from modification of the construction and original characteristics of the appliance
Breakdowns affecting parts that do not conform to those recommended by the manufacturer
The contents of the equipment. The contents of the appliances are not to be understood as the components of the appliances, but as the products that could, for example, be stored in a refrigerator, a freezer, etc.
The settings accessible to the beneficiary without dismantling the appliance
The costs of commissioning, adjustment, cleaning and testing not resulting from a guaranteed damage
Non-compliance with the manufacturer's instructions and use for professional or commercial purposes
Repairs and damage to the appliance after a repair carried out by anyone other than a repairer authorised by the manufacturer
makeshift or temporary repairs as well as the consequences of any resulting worsening of the damage
Damage due to corrosion, incorrect connection or a power supply issue
Damage due to a power supply issue, whereby a power supply issue does not mean a power supply issue within the product, but external to the product. If, for example, a plug is connected to a defective socket, the guarantee will not apply.

We remind you that you also benefit from the legal guarantee of redhibitory defects in application of articles 1641 to 1649 of the civil code. You can decide to implement the guarantee against hidden defects of the thing sold in the sense of article 1641 of the civil code.
In this case, you can choose between the resolution of the sale or a reduction of the sale price in accordance with article 1644 of the civil code. To know more about the conditions and the possibilities of refunding of Kubii, consult our dedicated page:
General conditions of sale

Any complaint related to the manufacturer's warranty or to a hidden defect must be notified to us by registered letter with acknowledgement of receipt.

How to make a request for return in the framework of my product guarantee?

All products sold by Kubii are guaranteed for 2 years from the date of purchase. To make a request for a return, you must access the History of your orders available from your Personal Space. Select the order you wish to return, by clicking on the Return Request button on the right of your order. Alternatively, you can use our contact form and select the order you wish to return (only available when logged in). From our returns form, you will need to describe your issue as accurately as possible. Remember to add all the elements that can help us to understand and solve your issue. After analysing your request, our technical service will try to provide you with an initial diagnosis and possible remote assistance. If no solution can be provided, you will have to return your product. Once your request has been validated, you will receive the details of the return procedure directly by e-mail. For your return, the products must be returned complete and in their original packaging. Remember to note down your first and last name, the number of your order and the reason for your return. You will be responsible for the shipping costs. You will again have 14 days to return your package to the carrier (the carrier's record is proof). Once we have received your package, we will repair or replace the defective product. You will then receive by e-mail all the information concerning the parcel which will be sent back to you.

ATTENTION:

In case of non-compliance with the warranty conditions and/or the conditions of use of the product, your request may be refused. You must wait for the validation of your return request before sending us the product(s). The Request for Return button is only visible if your order is less than 2 years old. If the button is not available, it means that your order is no longer eligible for after sales service.

Invoices / Refunds

How can I access my Kubii invoices?

To access the invoice for an order, you must access your Order History available from your Personal Area. Download the invoice for the order of your choice by clicking on the PDF button in the Invoice column on the right of your order. If you have an issue with your invoice, you can contact customer service to let us know what you need. Use our contact form by clicking on Continue to form to get a quick and easy answer from our customer service. You can also contact Kubii customer service by phone at +33 9 72 62 43 30. Kubii customer service is available from Monday to Friday from 9:30am to 12pm and from 2pm to 5pm (excluding public holidays).

What are the conditions of refunds of Kubii?

When you make a request to cancel or retract your order, you have the choice between 2 types of refunds:

- In the form of a credit available on your account
OR
- On the payment method used at the time of the order The processing time for your request is generally less than 24 hours.
After your request has been validated, you will receive a second confirmation e-mail and we will then proceed with the refund in the form you have chosen. By opting for a refund in the form of a credit note, you will benefit from a more direct and immediately available refund. This is the best way to easily and quickly place an order on our website. This credit note will be available directly on your customer account and valid for 1 year from the date of creation. If the amount of your credit is greater than your new order, don't worry! You will also keep the balance on your account. If you choose to be reimbursed on the payment method used, your request will be processed by the accounting department within 4 to 5 working days after validation. Your refund can therefore be effective within 14 working days after validation (depending on your bank's lead time). As a reminder, in the case of an approved withdrawal request, your refund will take place after your return package has been received and checked.

Where can I find my credit notes, coupons, ... available ?

To access your assets, you must go to the Assets section available from your Personal Area. Then choose the credit you wish to consult. If you have an issue with a credit note, you can contact customer service to let us know what you need. Use our contact form by clicking on Continue to the form to get a quick and easy answer from our customer service.

You can also contact Kubii customer service by phone at +33 9 72 62 43 30.
Kubii customer service is available from Monday to Friday from 9:30am to 12pm and from 2pm to 5pm (excluding public holidays).

My account

How can I add or edit information related to my customer account (newsletter, password, ...) ?

To edit your information, you need to access your Profile available from your Personal Space. Select the information you wish to edit by simply clicking on the relevant field. Remember to click on the ""Save"" button to validate the changes you have made. Are you experiencing difficulties or do you have an additional question? Use our contact form to get a quick answer from our customer service! You can also contact the Kubii IT service by phone at +33 9 72 62 43 30. The Kubii IT service is available from Monday to Friday from 9h30 to 12h and from 14h to 17h (except public holidays).

How to edit or add a delivery address?

To edit or add a delivery address, you must access the Delivery Addresses section available from your Personal Space. Select the address you wish to edit by clicking on the edit pencil icon to the right of the address title. To add a new delivery address, simply click on the Add a new address button. Remember to click on the Save button to validate the changes you have made.

Are you having difficulties or do you have an additional question? Use our contact form to get a quick answer from our customer service!

You can also contact the Kubii IT service by phone at +33 9 72 62 43 30.
The Kubii IT service is available from Monday to Friday from 9h30 to 12h and from 14h to 17h (except public holidays).

Right of access to your data

To access all your personal data and make a request for access or deletion, you must access the My personal data section available from your Personal Space. To proceed to the extraction of your RGPD file, click on Export my data in PDF or Export my data in CSV located on the right of the address heading : You have the right to edit all personal information on the My Account page For any other request you may have regarding the rectification and/or deletion of your personal data, please contact us via our contact form. We will investigate your request and respond as soon as possible.

Are you experiencing difficulties or do you have an additional question? You can also contact the Kubii IT service by phone at +33 9 72 62 43 30.
The Kubii IT service is available from Monday to Friday from 9h30 to 12h and from 14h to 17h (except public holidays).

Support / Help

I can't use my product / My product doesn't work

If you encounter any difficulties concerning the start-up of your product, you can contact our technical service to indicate your need. To contact Kubii customer service, you can : Use our contact form by clicking on Continue to the form to obtain easily and quickly an answer of our customer service.

Stock / Product

I have a question about the return to stock, the available quantity, ... of a product on the site

If you wish to know the approximate return date of a product, you can consult the product sheet for : Consult the approximate return date of the product Pre-order the product from the supplier's stock (only if the ""Add to cart"" button is visible) Program an automatic e-mail alert when the product is back in stock, by clicking on the button ""Inform me when the product is back in stock"". The majority of Kubii products out of stock are available for purchase directly, only if the next restocking or if the supplier stock allows it. Our replenishment times for products in "current replenishment" or in "supplier stock" are on average 15 working days (excluding shortages/supplier stock shortages). Do you have an additional question concerning the return of a product? Use our contact form by clicking on Continue to the form to get a quick and easy answer from our customer service.

You can also contact Kubii customer service by phone at +33 9 72 62 43 30.
Kubii customer service is available from Monday to Friday from 9:30am to 12pm and from 2pm to 5pm (except public holidays).

I ordered a product that was not in stock, when will my order be shipped?

Our replenishment times for out-of-stock / in-stock products are on average 15 working days (excluding supplier shortages / stock-outs). When all items are in stock, your order is dispatched from our warehouse within 48 working hours (-24 hours for express delivery), and is then delivered according to the times announced by the selected carrier. This time may vary between 12 and 72 hours depending on the number of orders. Please note that we do our utmost to satisfy you fully and quickly. In addition, we have chosen to use an inclusive and supportive logistics service in ESAT, so all your orders are prepared by workers with disabilities and contribute to their successful professional integration. Do you have an additional question? Use our contact form to get a quick answer from our customer service!

You can also contact the Kubii customer service by phone at +33 9 72 62 43 30.
Kubii customer service is available from Monday to Friday from 9:30am to 12pm and from 2pm to 5pm (excluding public holidays).

Professionals / Administrations / Partners

How do I register as a Professional (Company, Foreign Company, Administration, ...) on the site?

To create your professional account, you must go directly to the Registration page, then click on the Professional Account button located at the bottom right of the page. To validate the creation of your professional account, you must have A SIRET (France) / CIF (Spain) / SIREN (Italy) number An APE code (France) An intra-community VAT number Check that you have provided valid and correct information before validating your registration. By registering as a professional, you benefit from a personal space adapted to your needs, specific payment methods, an adjusted invoice with the taxes corresponding to your situation, etc. For administrations, a system of payment by administrative mandate will also be available. You will also have access to our quotation system and a dedicated sales department to handle all your requests and meet your needs for large volume orders. If you have any difficulties with your registration, use our contact form to get a quick response from our customer service team!

How do I use the quotation system for professional orders or large volumes?

Our quotation system is dedicated solely to companies, administrations and professionals who wish to place volume orders. It is designed to meet your needs and certain purchasing constraints, while guaranteeing you the best possible price and service. To make a quote, you must have a validated professional account to access this service. After adding the products of your choice to your shopping cart, you can create your quote by clicking on the button Transform into a Quote Fill in your address and the delivery method you wish to use for this shipment. You can then validate your quote so that it can be sent directly to our sales team. Once your request has been sent, you will receive a reply from our sales team as soon as possible. You can also access all of your quotes from the My Quotes area available from your Personal Area.

I have a request or a question but I have not found the answer on your site

You have a question, a request, ... But you can't find the answer on our website? In case of need, do not hesitate to contact the customer service in order to indicate us your request. To contact the Kubii customer service: Use our contact form to easily get a quick answer from our customer service. OR Contact Kubii customer service directly by phone at +33 9 72 62 43 30. Kubii customer service is available from Monday to Friday from 9:30am to 12pm and from 2pm to 5pm (except public holidays).