This policy applies to products purchased from the website www.survivalduck.com
You can exchange or return any item within 30 days of receiving the item, if the item is in its original condition – unused, in original packaging with the original tags still attached.
Our returns and refunds policy makes returning unwanted products as easy as it is to buy them. We are confident that you will be completely satisfied with your purchase however, there may be the odd occasion that you have to return your product to us. We have made this process as easy and stress free as possible for you as providing excellent customer service is our main priority. Please read on below to find out how you can return your item to us.
What if my Survival Duck product is not suitable?
We try and provide as much detail as possible about our products through the website so that you can be sure that the product you are purchasing is exactly what you are looking for. However, if when you receive your item through the post you discover this not to be the case, then please do not worry at all! You can return the product to us within 100 days of receipt and we will offer you either a full refund of the item(s) cost or an exchange for any of the products from our range. So, what’s the process?
- You receive your item through the post and decide that you want to return it to us.
- Get in touch with us for a returns form
- Post the item back to us using the address on your returns form
- Sit back, relax, and let our returns department do the rest for you.
We also recommend you send the item back to us using a recorded delivery service. This insures your item in the unlikely event that your parcel goes missing and provides you with a proof of postage. Please be aware that we are not responsible for the returned product until it reaches our warehouse.
If an item is returned to our warehouse and is not suitable for resale, we reserve the right to the return the product to you and refuse a refund or exchange.
If there has been no error on our part, we will refund only the cost of the item. We will not refund the cost of delivery or other services provided to you in connection with your purchase.
What if my Survival Duck product is faulty?
In the odd event that one of our products arrives faulty or develops a fault overtime, we provide a fair and honest faulty goods return policy. Please email a photo of the fault with a short description.
If this reason turns out to be a manufacturing fault, then we will send you out a brand-new replacement.
Our testing process can take up to 12 working days but we will endeavour to come back to you with a result as soon as we can.
Who pays for return shipping?
Each customer will be responsible for the cost of return charges to us unless the item is deemed to have a manufacturing fault or received a different item to what was ordered. Shipping costs are non-refundable and will not be reimbursed. If your item is deemed to have a minor or major fault, we will refund you the cost of the return postage costs up-to the value of £5.
How long does it take to get a refund?
Once your goods have been received by our returns department, please allow up to 3 business days for your refund to be processed back to your account, but typically will be processed the next working day as received. All refunds will be paid back into the original payment account. The retrieval of your refund will depend on the period of time your financial institution takes to process the refund.
How do I get in touch with the Customer Support Team?
The Customer Service team operates on Monday to Friday (excluding public holidays) from 9am until 5pm.
To get in touch click on the envelope icon in the bottom right hand corner of the website.