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Returns

Returns Policy

You may return any unused products to us in its original packaging within 30 days of your purchase from paperducks.co.uk free of charge using the Collect+ service.

Although we aim to process any refunds within 7 days, please allow 28 days from the day you post the parcel for us to issue your refund, or for us to  despatch your replacement item.

Instructions:

1) Let us know via info@paperducks.co.uk that you wish to return your item. Please let us know what it is you are returning and why.

2) Paper Ducks will then email you a postage label for you to print at home or instruction on how to get it printed at your nearest Collect+ point to attach to your return parcel.

3) Take your parcel to your nearest Collect+ point where they will give you a tracking number for your return. You can find your nearest collection point at Collect Plus.

Your UK statutory rights are not affected by our returns policy.

If you experience any difficulties you should contact us by email to info@paperducks.co.uk.

  • Refunds on postage and packaging

If we have sent a product in error or it is faulty, damaged, or of unsatisfactory quality or is unfit for purpose, we will refund the postage and packaging charges you have paid to receive and return that product, unless it was sent to you with other products which you are not returning.

  • Undeliverable packages:

When a postal carrier returns an undeliverable package to us we issue a full refund (excluding delivery charges).

We are unable to re-send packages that are returned to us as undeliverable. If you would still like to purchase those products,you’re welcome to place a new order. A package may be ‘undeliverable’ because the address provided was incorrect or, following a failed delivery attempt, it has not been collected from the local collection office and has subsequently been returned to sender.

  • Cooling-off period:

The law of the EU states that customers in the European Union also have the right to withdraw from the purchase of an item within seven working days of the day after the date the item is delivered.

To cancel your purchase within the seven-working-day cooling-off period, the above procedures should be followed. Please note that you will be responsible for the costs of returning the items to us unless we delivered the item to you in error, or if the item is damaged ordefective.

For more information on your right to withdraw from your purchase within the seven working day cooling-off period, visit the Department of Trade and Industry’s website.

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