Refund policy
Last updated: 27 October 2026
A clear guide to cancellations, product concerns and eligible refunds.
Change-of-mind returns and cancellations
We do not offer returns, exchanges or refunds for a change of mind, or routine cancellation after payment, unless a product listing expressly says otherwise. Please check the product details, size, material, care instructions and any preorder notice before purchasing.
This restriction does not apply where a return, cancellation, replacement or refund is required by applicable law, including for defective, wrong, missing or materially misdescribed goods, or a failure to deliver as agreed.
Damaged, defective, wrong or missing items
If there is a problem with your order, email spoiledduckie@gmail.com as soon as reasonably possible. Include:
- Your order number and the email address or phone number used to order.
- A description of the issue and which item is affected.
- Clear photos of the item, outer packaging and shipping label, where available.
- A complete uncut unboxing video, if you have one.
Please keep the item and packaging until we have reviewed the concern. An unboxing video helps us verify what happened, but its absence does not by itself remove your rights under consumer law. Do not send card details, passwords or OTPs.
Review and resolution
We will review the information and explain the next step. Depending on the issue and the remedy available under law, this may include a replacement, return or refund. We will not replace a refund you are legally entitled to with store credit or an exchange without your agreement.
Please contact us before sending an item back so we can provide the correct return instructions. For an accepted return caused by a defective or incorrect item, or our error, you will not be required to bear the necessary return-shipping cost. Any other agreed return or re-shipping costs will be disclosed before you accept them.
Refunds and payment errors
Approved refunds are returned to the original payment method where possible. If a different method is necessary, we will agree the secure process with you. We initiate accepted refunds within a reasonable period and within any applicable legal deadline; the time until the credit appears also depends on your bank or payment provider.
If payment was duplicated, taken incorrectly, or an order cannot be fulfilled, contact us with the order or payment reference. We will investigate and arrange the refund or correction due. We do not retain payment for an order that we cancel and cannot fulfil.
Wear, care and product information
Damage caused by misuse or by not following the disclosed care instructions is not normally covered by our product-issue policy. This does not exclude a manufacturing defect, a misleading product description or any other right you have under law. Please read the material and care information on each product page.
Your consumer rights
Nothing in this policy excludes or limits rights that cannot lawfully be excluded, including remedies for defective, deficient, spurious, wrong or misdescribed goods and delivery failures covered by applicable law. Any exception for events beyond reasonable control applies only to the extent permitted by law.
Customer care and complaints
Email spoiledduckie@gmail.com with your order number and the details of your concern. Please keep the order number and our reply so we can follow up on the same case.
We acknowledge consumer complaints within 48 hours and work to resolve them within one month of receipt, in line with applicable law. This does not restrict your right to approach a consumer authority or use another remedy available under law.