Returns

Returns Policy
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Sometimes, something you buy isn't quite right. Our returns policy entitles you to return items within 28 days of purchase/receipt. In addition for goods bought online you have certain cancellation rights, see Right of Cancellation for further details.

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Please note that for hygiene reasons, we are unable to accept returns of our bath & body range. Your statutory rights are not affected.

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Once we have received your returned goods we will provide you with a full refund for the amount you paid, see Refunds.
 

Please note if you're returning something to us, you must take reasonable care of it when it's with you. In addition, for goods purchased online or over the telephone, you have rights to cancel your contract under the “Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013” to protect people who buy online and want to cancel their orders.
 

Faulty Goods
 

If the goods are faulty you have certain statutory rights under the Consumer Rights Act 2015. You have 30 days from the date of receipt to reject the goods and obtain a full refund. Goods can be returned to us in store or by post as set out in this Returns Policy. If goods are not rejected within 30 days but are found to be faulty within 6 months from the date of receipt you will be entitled to a replacement.

 

How to return goods purchased in our Shops (Emporiums)
 

Please return to The Green Duck Emporium for an exchange or refund. If possible, please return any tags and packaging at the same time. You will need to bring your receipt or other proof of purchase and original payment card where applicable. Please note the person who owns the original payment card must be present for the return to be made.
 

Returns by post
 

You can post your order back to us at:

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The Green Duck Emporium Returns
44 Grosvenor Road
Tunbridge Wells
Kent
TN1 2AS
UK

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Where possible please return your item(s) in the original packaging, with your order number, receipt or proof of purchase, contact details and reason for returning

 

Always ask for a 'Proof of Posting' certificate when posting things to us as we cannot be held responsible for goods that get lost in transit (your statutory rights are not affected). We recommend you retain you proof of posting, just in case.
 

Refunds
 

We aim to process all returns within 7 working days but please bear with us. If your refund has not been received within14 working days then please contact us at thegreenduckemporium@gmail.com

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We will let you know as soon as possible if there is an issue with your return that prevents it from being processed.

In the case of faulty goods, we will also refund to you any reasonable costs of returning the product where these have been incurred, which for the avoidance of doubt will be at the prevailing Post Office rate. Returned gift items still have to be refunded to the original purchaser. If you want to swap or return your gift, we can't keep it a secret from the person who bought it for you!

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Gift Cards: If the item returned was paid for wholly with a gift card supported with the transaction receipt. The price paid will be returned onto a new Gift Card.

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If a refund is made for a purchase using a Gift Card combined with another method of payment, provided the original transaction receipt is produced, the refund will be split across a new Gift Card and the balance via the original payment method (debit/credit card or cash). If the original transaction receipt isn't presented, refunds will only be made onto a new Gift Card at the current value of the product at the time of the return.

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Questions about your order

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If you have any query about your order, returns or refunds please email our helpful team at thegreenduckemporium@gmail.com or call us on

01892 315202
 

Right of cancellation
 

In addition to our Returns policy, as a consumer you have a legal right to cancel a Contract with us for goods purchased online or by telephone under the Consumer Contracts Regulations 2013 ("CCR") during a specific time period. You have the right to cancel a Contract during the period that begins on the date of dispatch and ends 14 calendar days from the day after the day you receive the products. To exercise your statutory right of cancellation, you can contact us at thegreenduckemporium@gmail.com, informing us of your decision to exercise your cancellation rights, and by providing us with your details including your name, address, contact number and email address.
 

If you cancel your Contract with us in this way, you should return the goods to us, in their original packaging wherever possible, within 14 days of informing us of your wish to cancel. Provided you return the full order to us in accordance with the above timescale and process, you will be entitled to a full refund including the cost of delivery at our standard delivery rate. If you return only some of the items from your original order, we will not be able to refund your delivery charge. We will process the refund as soon as possible, and no later than 14 calendar days from the date we receive the products back. If your order was cancelled before the goods were dispatched, we will process your refund within 14 days from receipt of your cancellation provided you have complied with the conditions set out in this Rights of Cancellation section. Your Right of Cancellation does not apply in the case of those products which cannot be returned for hygiene reasons. These are swimwear (unless the hygiene strip is still in place), face covering, underwear and earrings or sets containing earrings.
 

If you return goods to us, we will not be responsible for any loss or damage to them during transit and we recommend that you use a recorded or secure delivery method. If goods are lost or damaged in transit, we may charge you, or not refund to you, amounts that are attributable to the loss or damage.
 

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Last updated: 13/08/2021
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