This policy applies to consumers purchasing from Original Duckhead within the European Union.
Nothing in this policy affects your statutory rights under applicable consumer law.
Your Right to Change Your Mind
If you purchase from us online, you have the right to change your mind and withdraw from your purchase without giving a reason.
You have 14 days from the day you receive your order to tell us that you wish to withdraw from your purchase.
If your order contains multiple items that are delivered separately, the 14-day period begins on the day you receive the final item from your order.
If the withdrawal period ends on a weekend or public holiday, the deadline is extended to the next working day.
How to Exercise Your Right of Withdrawal
To exercise your right of withdrawal, you must clearly tell us that you wish to withdraw from your purchase before the 14-day withdrawal period has expired.
Please contact us at:
Please include your name and order number so that we can identify your order.
You do not need to give us a reason for changing your mind.
We will confirm receipt of your withdrawal request and provide you with instructions for returning your order.
Cancelling an Order Before Dispatch
If you wish to cancel an order that has not yet been dispatched, please contact us as soon as possible at hello@originalduckhead.com.
If we are able to stop the order before it is dispatched, we will cancel it and issue the appropriate refund.
If your order has already entered the dispatch process and cannot be stopped, you can still exercise your right of withdrawal and return the goods in accordance with this policy.
Returning Your Order
Once you have told us that you wish to withdraw from your purchase, you must return the goods to us without undue delay and no later than 14 days from the day you notified us of your decision to withdraw.
Please contact hello@originalduckhead.com before returning your order. Our Customer Care team will provide return instructions and assist you with the creation of a return shipping label where available.
EU returns should be sent to:
Original Duckhead Returns
Industrieweg 126
5683 CG Best
Netherlands
Please follow the return instructions provided by our Customer Care team to help ensure that your return can be identified and processed correctly.
Cost of Returning Your Order
For change-of-mind returns made under your EU right of withdrawal, you are responsible for the direct cost of returning the goods to us.
Where we arrange or provide a prepaid return shipping label for you, we will tell you the cost of the return label. This cost may be deducted from your refund.
You will not be responsible for necessary return shipping costs where goods are faulty, damaged, incorrect or otherwise not in conformity with your order and we are responsible for those costs under applicable consumer law.
Condition of Returned Goods
You may inspect and handle your goods to the extent reasonably necessary to establish their nature, characteristics and functioning, in the same way that you would reasonably inspect an item in a shop.
You may be responsible for any reduction in the value of the goods resulting from handling beyond what is reasonably necessary to establish their nature, characteristics and functioning.
Your Refund
If you exercise your statutory right of withdrawal, we will reimburse the payments received from you that we are required to refund under applicable law.
This includes:
- the price paid for the returned goods; and
- the cost of our least expensive standard delivery option offered for your order, where applicable.
If you chose a more expensive delivery method, such as express or expedited delivery, we are not required to refund the additional amount paid above the cost of our least expensive standard delivery option.
We will make the required reimbursement without undue delay and no later than 14 days from the day you inform us that you wish to withdraw from your purchase.
For goods that have already been dispatched or delivered, we may withhold reimbursement until we have received the goods back or you have provided evidence that you have returned them, whichever occurs first.
Unless otherwise agreed, refunds will be made using the same payment method used for the original purchase.
Where you are responsible for the cost of a return shipping label provided by us, that cost may be deducted from your refund.
Faulty, Damaged or Incorrect Goods
Your right to withdraw from an online purchase is separate from your legal rights relating to faulty or non-conforming goods.
If your product is faulty, damaged, incorrect or does not conform to your order, please contact hello@originalduckhead.com with your order number and details of the issue.
We may ask you to provide photographs so that we can assess the issue.
Where goods are faulty or otherwise non-conforming and we are responsible for the return under applicable consumer law, you will not be charged the necessary return shipping costs.
EU consumers also have legal rights in relation to goods that are faulty or do not conform to the contract. These rights are not affected by this returns policy.
Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to certain products and services where an exemption applies under consumer law.
This can include, among other things, goods that have been made to your specifications or are clearly personalised.
Where an exemption applies to a product you purchase from us, we will provide the relevant information where required before you complete your purchase.
This does not affect your statutory rights if goods are faulty or otherwise not in conformity with your order.
Contact Us
If you have any questions about cancelling an order, exercising your right of withdrawal, arranging a return or receiving a refund, please contact our Customer Care team:
Our team will be happy to assist you with your return and, where available, the creation of your return shipping label.
