RETURNS & REFUNDS POLICY
Last Updated: 24/06/2026
At Handmade by Ducky, we want you to be satisfied with your purchase. This Returns & Refunds Policy explains your rights and our procedures for returns, cancellations, refunds, faulty goods, mystery boxes, and international orders.
Nothing in this policy excludes, restricts, or limits any rights you may have under applicable consumer protection laws.
Contact Details
For all returns, cancellations, refund requests, or product issues, please contact:
Handmade by Ducky
Email: Ducky@Handmadebyducky.com
Your Right to Cancel (UK and EU Consumers)
If you purchase goods online, you generally have the right to cancel your order within 14 days of receiving your goods without giving any reason.
To exercise your right to cancel, you must notify us by email or other clear written communication within 14 days of receiving your order.
Once you have informed us of your decision to cancel, you must return the goods within 14 days.
You may inspect the goods as you would in a physical shop to determine their nature, characteristics, and suitability.
However, we may make a deduction from any refund where the value of the goods has been reduced as a result of handling beyond what is necessary for that purpose.
Exemptions From the Right to Cancel
The right to cancel does not apply to:
- Personalised or custom-made products created to your specifications.
- Goods that have been inseparably mixed with other items after delivery.
- Any other products exempt from cancellation rights under applicable law.
These exemptions do not affect your rights if goods are faulty, damaged, unsafe, or not as described.
Mystery Boxes
Our Mystery Boxes are curated and selected by us.
By purchasing a Mystery Box, you acknowledge and agree that:
- Contents are selected at random from available stock.
- Specific colours, designs, patterns, styles, or items cannot be guaranteed.
- The contents are intentionally a surprise.
Refunds or exchanges will not be offered solely because you do not like the contents selected.
This does not affect your legal rights. If any item within a Mystery Box is faulty, damaged, unsafe, or not as described, appropriate remedies will be provided in accordance with applicable consumer protection laws.
Faulty, Damaged, Unsafe, or Incorrect Items
If you receive an item that is faulty, damaged, defective, unsafe, incorrect, or not as described, please contact us as soon as reasonably possible.
Depending on the circumstances and your legal rights, remedies may include:
- Repair
- Replacement
- Refund
- Price reduction
We may request photographs or other reasonable information to help assess the issue.
Nothing in this policy limits your statutory rights relating to faulty goods.
Returns Process
To arrange a return, please contact us using the details above.
Where applicable, we will provide instructions for returning the goods.
Returned goods should be packaged securely to prevent damage during transit.
We recommend obtaining proof of postage when returning any item.
Refunds
Refunds will be issued using the same payment method used for the original purchase unless otherwise agreed.
For valid cancellations, refunds will be made within 14 days of:
- Receiving the returned goods; or
- Receiving evidence that the goods have been sent back,
whichever occurs first.
Where required by law, refunds will include the original standard delivery charge paid by the customer.
Additional delivery costs arising from the customer's choice of a premium or expedited delivery service are not refundable unless required by law.
Return Shipping Costs
For change-of-mind cancellations, customers are responsible for the direct cost of returning the goods unless otherwise stated.
Where goods are faulty, damaged, unsafe, incorrectly supplied, or not as described, we will reimburse reasonable return postage costs where required by law.
Delivery Issues
We remain responsible for goods until they are delivered to the customer or a person identified by the customer to take possession of the goods.
If your parcel is delayed, damaged in transit, or appears to be lost, please contact us and we will investigate with the delivery provider and provide any remedy required under applicable law.
Order Verification
For quality control, fraud prevention, and record-keeping purposes, we may photograph or otherwise document completed orders before dispatch.
These records may be used when investigating delivery, damage, or order accuracy issues.
International Orders and Customs Charges
International orders may be subject to customs duties, import taxes, handling fees, VAT, or other charges imposed by authorities in the destination country.
Unless expressly stated otherwise:
- Such charges are not included in the product price or shipping cost.
- The customer is responsible for paying any applicable customs duties, taxes, or import fees.
- Customs procedures may cause delays beyond our control.
Where an order is returned because customs charges are refused or unpaid, any refund may be reduced by shipping costs, return costs, customs charges, handling fees, or other amounts incurred by us as a result of the return, to the extent permitted by law.
Product Safety
If a product is identified as unsafe or becomes subject to a safety recall, customers should stop using the product immediately and contact us for further instructions.
Where required by law, appropriate remedies, including repair, replacement, or refund, will be provided.
Consumer Rights
Nothing in this policy excludes, limits, or restricts any rights you may have under the Consumer Rights Act 2015, the Consumer Contracts Regulations, applicable EU consumer protection legislation, or any other mandatory consumer protection laws.