Refund policy
RETURN & REFUND POLICY
90-Day Satisfaction Guarantee
At DuckyTots™, we want you to feel confident about your purchase. That’s why eligible purchases are covered by our 90-Day Satisfaction Guarantee.
You have 90 days from the date your order is delivered to contact us and request a return if you are not satisfied with your purchase.
To be eligible under our 90-Day Satisfaction Guarantee, the product must have been purchased directly from DuckyTots™ and must be returned in a clean and sanitary condition. The product must not show damage caused by misuse, improper assembly, modification, negligence, or failure to follow the product instructions.
Reasonable use of the product for the purpose of evaluating it will not automatically make it ineligible for our 90-Day Satisfaction Guarantee.
Where reasonably possible, please return the product with its original packaging and included accessories. Proof of purchase or your order number will also be required.
Our 90-Day Satisfaction Guarantee is a voluntary commercial guarantee and does not limit, replace, or reduce any rights you may have under applicable consumer protection laws.
HOW TO REQUEST A RETURN
To request a return, contact us at:
Please include your name, order number, and the reason for your return.
If the item is damaged, defective, incomplete, or incorrect, please also include clear photos or video showing the issue when reasonably possible. This helps us evaluate and resolve the problem faster.
Once your return request has been reviewed and accepted, we will provide you with return instructions and the appropriate return address.
Please do not send products back without first contacting us. Unauthorized returns may be sent to a location that is unable to receive or process them.
The return address may be different from the original shipping address shown on your package.
RETURN SHIPPING
For returns made because you changed your mind or under our voluntary 90-Day Satisfaction Guarantee, you may be responsible for the cost of returning the product unless otherwise stated by DuckyTots™ or required by applicable law.
If you receive a product that is damaged, defective, materially different from what you ordered, or incorrect, DuckyTots™ will cover reasonable return shipping costs where a return is required, subject to applicable law.
In some circumstances, we may offer a refund or replacement without requiring the product to be returned.
Any statutory rights concerning return costs remain unaffected.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order after receiving it.
If your product arrives damaged, defective, incomplete, incorrect, or appears unsafe to use, please contact us as soon as reasonably possible at:
If you believe the product may be unsafe or defective, discontinue use until the issue has been evaluated.
Please provide your order number and, where reasonably possible, photographs or video showing the issue.
Depending on the circumstances and applicable law, an appropriate remedy may include a replacement, repair where appropriate, partial refund, or full refund.
Nothing in this policy limits your statutory rights regarding defective, unsafe, or non-conforming products.
EXCEPTIONS TO OUR 90-DAY SATISFACTION GUARANTEE
Our voluntary 90-Day Satisfaction Guarantee does not cover products damaged as a result of misuse, improper use, improper assembly, failure to follow instructions, unauthorized modifications, accidental damage after delivery, negligence, or unreasonable wear and tear.
Products returned in an excessively dirty, contaminated, or unsanitary condition may also be excluded from our voluntary 90-Day Satisfaction Guarantee where permitted by law.
These exclusions apply only to our voluntary commercial guarantee. They do not exclude or limit any statutory consumer rights that cannot legally be waived or restricted.
Gift cards, where offered, are non-refundable except where required by applicable law.
Sale or discounted items remain eligible for our 90-Day Satisfaction Guarantee unless clearly stated otherwise before purchase, and any applicable statutory consumer rights remain unaffected.
EXCHANGES
If you would like a different product or variation, please contact us at support@northgrana.com.
Depending on availability and the circumstances of your request, we may offer a replacement or ask you to return the original product and place a new order.
For defective, damaged, or incorrect products, your rights under applicable consumer protection laws remain unaffected.
EUROPEAN UNION CUSTOMERS — 14-DAY RIGHT OF WITHDRAWAL
If you are a consumer located in the European Union and your purchase falls within applicable EU consumer protection rules, you generally have the right to withdraw from an online purchase within 14 days after receiving the goods, without having to provide a reason.
This statutory right is separate from and in addition to our 90-Day Satisfaction Guarantee.
To exercise your right of withdrawal, contact us at:
You must clearly inform us of your decision to withdraw from the purchase within the applicable withdrawal period.
After notifying us, you must return the product in accordance with the return instructions provided.
You may inspect and handle the product only to the extent reasonably necessary to establish its nature, characteristics, and functioning. Where permitted by law, you may be responsible for any diminished value resulting from handling beyond what is reasonably necessary for that purpose.
Unless DuckyTots™ agrees to cover the return shipping costs, or applicable law requires otherwise, you may be responsible for the direct cost of returning the goods under the statutory right of withdrawal, provided you were properly informed of this obligation before purchase.
Your statutory consumer rights remain unaffected.
EUROPEAN UNION LEGAL GUARANTEE
Our 90-Day Satisfaction Guarantee does not replace or reduce the legal guarantee available to consumers under applicable European consumer protection laws.
Consumers in the European Union generally have a minimum two-year legal guarantee for goods that are defective, do not conform to the contract, or do not function as advertised.
Some countries provide additional protection. For example, consumers in Spain generally benefit from a three-year legal guarantee for new consumer goods.
Where a product is defective or does not conform to the contract, remedies required by applicable law may include repair, replacement, a price reduction, or a refund.
These statutory rights apply independently of DuckyTots™' voluntary 90-Day Satisfaction Guarantee.
REFUNDS
Once we receive and inspect an eligible return, we will notify you whether your refund has been approved.
If approved, the refund will normally be issued to your original payment method.
Please allow additional processing time for your bank, credit card provider, Shopify Payments, PayPal, or other payment provider to post the refund to your account after it has been issued.
Original shipping charges and other delivery costs are non-refundable for returns made under our voluntary 90-Day Satisfaction Guarantee unless otherwise stated or required by applicable law.
Where applicable consumer protection law requires shipping or delivery charges to be refunded, those legal requirements will apply.
We do not charge a fee simply for processing an approved refund.
If you have not received an approved refund after a reasonable processing period, please contact us at:
CANCELLATIONS
If you wish to cancel an order, please contact us as soon as possible at support@northgrana.com.
We will make reasonable efforts to cancel your order before it is processed or shipped. However, once an order has entered fulfillment or has been shipped, we may be unable to cancel it.
If the order can no longer be cancelled, you may request a return after receiving it in accordance with this policy and any rights provided by applicable law.
STATUTORY CONSUMER RIGHTS
Nothing in this Return & Refund Policy is intended to exclude, restrict, waive, or modify any consumer right or remedy that cannot legally be excluded or limited.
If applicable consumer protection law provides you with greater rights than those described in this policy, the applicable legal rights will prevail.
For questions regarding returns, refunds, or your order, contact:
DuckyTots™ Customer Support
support@northgrana.com