Returns, Refunds and Cancellation Policy

At our store, we aim to provide a clear, safe, and transparent shopping experience. This policy complies with the applicable consumer protection regulations of the European Union, the United Kingdom, and international sales made through our online store.

By placing an order, the customer accepts the following conditions.

1. Right of Withdrawal (EU + United Kingdom)

If you are a private consumer residing in the European Union or the United Kingdom, you have the right to withdraw from your purchase within 14 calendar days from receiving your order, without needing to provide any reason.

This right does not apply to personalized products, made-to-order items, or products made according to the customer's specifications, in accordance with applicable legal exceptions.

To exercise this right, you must notify us clearly by email at stelduckshopify@gmail.com, or, where available, by submitting a request through your Customer Account:

- Order number
- Full name
- Products you wish to return
- Date of delivery

Once the withdrawal has been communicated, you will have an additional 14 calendar days to return the product.

The return address will be provided once the withdrawal request has been received.

 

2. Return Conditions

The product may only be handled to the extent necessary to verify its nature, characteristics, and proper functioning, in the same way that would be permitted in a physical store.

If the product shows damage, excessive use, signs of wear, missing parts, deterioration of essential packaging, or a reduction in value resulting from handling beyond what is necessary, we may apply a proportional deduction to the refund amount.

Products must be returned properly protected to prevent damage during transport. We recommend keeping the original packaging whenever possible.

The customer will be responsible for the direct return shipping costs (€4.99 when using our return service, where available). If our return service is not available, the customer will be responsible for the actual cost of returning the goods. This does not apply when:

- The product received is defective.
- The order arrived damaged during shipping.
- The wrong item was received.
- There was an error attributable to our store.

In these cases, we will assume the corresponding costs.

 

3. Exclusions from the Right of Withdrawal

Returns and cancellations will not be accepted in the following cases:

- Personalized products.
- Products manufactured according to customer specifications.
- Custom-made items.
- Orders with specific choices of colors, names, sizes, or modifications requested by the buyer.
- Products legally excluded from the right of withdrawal according to applicable regulations.

Our personalized products and items specifically made for each customer are excluded from the legal right of withdrawal, except where legally required or in cases of manufacturing defects or errors on our part.

 

4. Refunds

The refund will be processed within a maximum period of 14 calendar days from the communication of the withdrawal.

However, we may withhold the refund until the returned product has arrived at our facilities or until the customer provides valid and verifiable proof of return, whichever occurs first.

We reserve the right to inspect the returned item. If the product has suffered a loss in value resulting from handling beyond what is necessary to establish its nature, characteristics, and functioning, an appropriate deduction may be applied in accordance with applicable consumer protection laws.

The refund will be made using the same payment method used for the original purchase, unless expressly agreed otherwise.

The following will be refunded:

- The full amount of the returned product.
- Only the cost of the standard initial shipping option offered by the store, when legally applicable.

If the customer selected express, urgent, or premium shipping, the additional cost difference compared to standard shipping will not be refunded.

The following will not be refunded:

- Return shipping costs paid by the customer, including international return shipping costs, except where required by law or where the return results from our error, a defective product, or an incorrect item.
- Express or premium shipping costs voluntarily selected by the customer.
- Customs duties, tariffs, import taxes, or local fees outside the EU when they are the buyer’s responsibility.
- Costs arising from previously unauthorized international returns.

 

5. Customers Outside the European Union and the United Kingdom

For customers residing outside the European Union and the United Kingdom (including, but not limited to, the United States, Canada, Australia, and other international destinations), we offer a period of 14 calendar days from the confirmed delivery date of the order to request return authorization, subject to prior written approval from our store, where permitted by applicable local law.

This period constitutes a voluntary commercial policy of our store and does not represent an automatic legal right, unless otherwise required by applicable local law.

Returns of personalized products, made-to-order products, or custom-made items will not be accepted, except where legally required or in cases of manufacturing defects or errors on our part.

Refunds will not be issued until the package has been received, inspected, and processed by our store.

International return shipping costs, customs duties, tariffs, import taxes, and any other costs resulting from the return of the order will be the sole responsibility of the buyer, unless there is an error, damage, or defect attributable to our store.

Orders rejected by customs, unclaimed by the buyer, not collected, returned due to recipient absence, incorrect address provided by the customer, or failure to pay import duties will not qualify for an automatic refund.

In the event of a return for these reasons, any refund will be evaluated individually and may include deductions for shipping costs, return costs, storage, customs, administrative fees, and any other expenses generated by the international return.

The return address will only be provided after prior written approval of the request.

 

6. Damaged, Defective, or Incorrect Products

If you receive a damaged, defective, or incorrect product, we kindly ask that you contact us within 14 calendar days from the confirmed delivery date of your order, attaching: 

- Clear photographs of the product.
- Photographs of the outer packaging.
- Photographs of the shipping label.
- Order number.

This allows us to process claims with the shipping carrier and offer an appropriate solution as quickly as possible. This requested notification period does not affect your statutory legal rights regarding defective or non-conforming goods under applicable consumer protection laws.

Defects covered by the applicable legal warranty may still be managed according to current regulations, even outside this initial notification period.

 

7. Cancellations

Standard (non-personalized) orders may be canceled within one hour of purchase.

After this period, standard orders may still be canceled before dispatch where possible, although this cannot be guaranteed if the order has already entered the fulfillment process.

Personalized, made-to-order, or custom-made products may only be canceled before production begins. Once production has started, the order can no longer be canceled, as these products are exempt from the statutory right of withdrawal under applicable consumer protection laws.

Once an order has been shipped, any return request or exercise of the right of withdrawal will be handled in accordance with the applicable consumer protection laws.

 

8. Legal Guarantee

Nothing in this policy limits or excludes any statutory rights relating to the legal guarantee, conformity of goods, or other mandatory consumer rights under applicable consumer protection laws.

 

9. Contact

For any questions related to returns, refunds, cancellations, or order issues, you can contact our Customer Support team by email at stelduckshopify@gmail.com

We will be happy to assist you.

10. EU Model Withdrawal Form

If you wish to withdraw from the contract, you may use the following model form (its use is optional):

- Full name:
- Address:
- Email address:
- Order number:
- Product(s) to be returned:
- Date of delivery:
- Date:
- Signature (only if submitted on paper)