'Change your mind' Refunds - If you change your mind for any reason please return the goods to the address below stating your name and order number, within 14 days starting with the day after delivery. We will be very happy to offer a refund unless the product has been personalised to your specifications. Please note that we are only required to refund our Standard 2nd Class postage cost and this is only if the whole order is returned to us. Any additional amount paid for 1st Class postage, our Next Day delivery service or direct to DPD for their upgraded delivery options will not be covered. The cost of returning the goods to us will also not be covered. Please return the goods to us in reasonable, un-used condition, ideally with packaging and swing tickets attached or included. We will process your refund within 14 calendar days of you returning the goods to us or you providing evidence of having returned the goods (for example, a proof of postage receipt from the post office), whichever is the sooner.
Exchanges - Please note that we do not offer exchanges, we simply ask you to return the goods to us following the process above and place a new order for the required items.
‘Bundle’ product refunds – If you have bought a ‘Bundle’ product which contains several items with a cost saving, such as one of our Baby Swimming Kits, and then decide to return one of the items, please let us know by email. We will ask you to place a new order for the individual items that you are keeping. Once you have returned the unwanted items to us we will process a refund for the original ‘Bundle’ product. If you need to replace one of the items in the ‘Bundle’ product for a different size or colourway, we will ask you to place a new order for a 2nd ‘Bundle’ containing the correct item. We will send just the correct item to you and then, when you have returned the incorrect item to us, we will process a refund for the original cost of the ‘Bundle’ from your initial order.
Faulty goods - If you find a product to be faulty within 30 calendar days of receiving it please contact us via email stating your name, order number and the nature of the problem. We will provide a replacement or full refund, whichever is your preferred option. If you find a product to be faulty after 30 calendar days but within 6 months of receiving it we are entitled to repair or replace it before offering a refund. In both instances we will send you a Postage Paid Return Envelope for you to return the goods to us. Please do not return the goods to us using any other method.
Please return goods to:
Puddle Ducks Shop
The Grain Store