Goods must be returned to us within 14 days of receipt. They must be undamaged and in their original packaging with the returns slip completed. We cannot accept the return of any personalised items.
Unless you received a faulty, damaged or wrongly despatched item you are responsible for the cost of returning your item(s) to us.
Please use the original packaging or a suitable alternative to ensure the goods arrive back to us safely, as they are your responsibility until they reach us.
We will inspect the returned item and will send you a confirmation of your refund/replacement or exchange via email. We endeavour to process returns as soon as possible once they have reached us. However, please allow up to 21 days for your return to be processed, especially during busy periods.
Any money owed to you will usually be refunded using the same method you used to pay for your purchase. If it’s not possible we will contact you via email.
We do not accept returns of washed and/or used textiles, door mats, candles, or of products with non-replaceable LED bulbs after use of the bulb beyond its recommended lifespan.
Returned goods found to be used, damaged, marked or scratched will not be refunded or exchanged. These items will be returned to you. Likewise, if an item has not been packaged properly and has been damaged in transit back to us, we will not issue a refund and will return the item to you.
If you want to cancel your whole order and return it to us, under the Distance Selling Regulations, you must let us know within 14 working days of receiving your parcel. Please inform us via email at firstname.lastname@example.org. You will then need to return the whole order to us, at your own expense if you have already received it. Once we receive the whole order back and an inspection finds that all goods are in good condition, we will issue a full refund via your original method of payment.
We cannot be held responsible for any goods lost in transit.
Postage charges for returned products are the full responsibility of the purchaser, and are non-refundable by Duck & Hive Limited.
Please ensure that you read all care instructions on the relevant product page(s) and any disclaimer on product variation due to the nature of the product and/or screen variance.
If an item is not cared for as per our guidelines and recommendations and the product has been damaged because of this, we cannot be held responsible and we will not be able to issue a replacement or a refund.
Please check all items upon receipt, as faulty or damaged items must be reported within 8 working days of receipt, (30 days should the fault develop after receipt).
We will need you to send us a picture of the faulty/damaged item prior to any refund or replacement being sent. If you cannot send us pictures of the fault/damage, you will need to return the item to us, at your own expense. We will inspect the item and if our inspection confirms the fault/damage we will refund your return cost (equal to the collection cost we would charge) and supply you with a replacement (if in-stock) or a refund as appropriate.
Once we have received pictures of the fault/damage and/or carried out our inspection, and the item is deemed to have a manufacturing defect or is not fit for purpose, we will offer you a replacement, a repair or a refund.
Under the Consumer Rights Acts 2015 if any manufacturing fault occurs within 6 months of receiving your product, we will offer a replacement item or a refund. We cannot be held responsible for items that are damaged due to the result of an accident or normal wear and tear.