Returns & Refunds Policy

Last Updated: July 2025

At BikeDuck, we want you and your little riders to be completely happy with your purchase. If for any reason you're not satisfied, we're here to help!

30-Day Happiness Guarantee

You have 30 days from the date of delivery to return your BikeDuck for any reason. We believe that's plenty of time to decide if your duck is the perfect cycling companion!

Return Conditions

To be eligible for a return, your BikeDuck must be:

  • ✓ Unused - Not attached to a bike or used outdoors
  • ✓ In original condition - No damage, marks, or modifications
  • ✓ In original packaging - Including all tags and protective materials
  • ✓ With proof of purchase - Order number or receipt

Items That Cannot Be Returned

  • ❌ Ducks that have been used or attached to handlebars
  • ❌ Items damaged due to misuse or accident
  • ❌ Products purchased from unauthorized retailers
  • ❌ Custom or personalized ducks (if applicable)
  • ❌ Items marked as "Final Sale"

How to Return Your BikeDuck

Step 1: Contact Us

Email us at hello@bikeduck.co.uk with:

  • Your order number
  • Reason for return
  • Photos if the item is defective

Step 2: Receive Your Return Authorization

We'll send you a Return Authorization Number (RAN) and instructions within 24 hours.

Step 3: Pack Your Duck Safely

  • Use the original packaging if possible
  • Include all accessories and documentation
  • Add your RAN clearly on the package

Step 4: Ship It Back

  • Ship to the address provided in your return authorization
  • We recommend using tracked shipping
  • Keep your tracking number for reference

Refund Process

When Will I Get My Refund?

  • Inspection: 2-3 business days after we receive your return
  • Processing: 5-7 business days to process the refund
  • Bank credit: 3-5 business days (depending on your bank)

Refund Method

  • Refunds are issued to the original payment method
  • Shipping costs are non-refundable (unless item was defective)
  • If you used a discount code, the refunded amount reflects what you paid

Exchanges

Want a different duck? We're happy to help!

  • Follow the return process above
  • Place a new order for your preferred duck
  • Email us to expedite shipping on your replacement

Defective or Damaged Items

We take quality seriously! If your BikeDuck arrives damaged or defective:

Immediate Action Required

  • Report within 48 hours of delivery
  • Send photos to hello@bikeduck.co.uk
  • Do not discard the item or packaging

What We'll Do

  • Send a prepaid return label immediately
  • Ship a replacement at no cost to you
  • Or provide a full refund including original shipping

Wrong Item Received

Oops! If we sent the wrong duck:

  • Contact us immediately
  • We'll send the correct duck express shipping
  • Return the wrong item with our prepaid label
  • Keep the incorrect item as a gift if return shipping exceeds the value

International Returns

Additional Considerations

  • Customer pays return shipping
  • We cannot refund customs duties or taxes
  • Allow extra time for international shipping
  • Consider exchange rates may affect refund amount

Gift Returns

Received a BikeDuck as a gift?

  • Contact us with the order details
  • We'll issue store credit for the purchase amount
  • Gift receipts available upon request

Damaged in Transit

If your package arrives damaged:

  1. Don't refuse delivery - Accept and document damage
  2. Take photos of packaging and product
  3. Contact us within 24 hours
  4. We'll coordinate with the carrier and send a replacement

Special Circumstances

Pre-Orders

  • Can be cancelled anytime before shipping
  • Full refund provided for cancellations
  • Once shipped, standard return policy applies

Bundle Deals

  • Individual items from bundles cannot be returned separately
  • Entire bundle must be returned for refund
  • Partial refunds not available for bundle purchases

Sale Items

  • Sale items are eligible for return
  • Refund will be for the price paid, not original price
  • Some clearance items may be marked "Final Sale"

Tips for Smooth Returns

  1. Keep all packaging until you're sure you love your duck
  2. Check your duck immediately upon arrival
  3. Take photos before installation if you have any concerns
  4. Contact us first - we might solve issues without a return!

Customer Service Promise

We aim to:

  • Respond to return requests within 24 hours
  • Process returns quickly and fairly
  • Make the experience as easy as possible
  • Learn from returns to improve our products

Contact Us

Email: hello@bikeduck.co.uk
Customer Service Hours: Monday-Friday, 9 AM - 5 PM GMT
Response Time: Within 24 hours on business days

Prefer to chat? Use our website chat feature for immediate assistance during business hours.

Your Rights

This policy is in addition to your statutory rights under UK consumer law. Nothing in this policy affects your legal rights, including those under the Consumer Rights Act 2015.

Policy Updates

We may update this policy to reflect changes in our practices or legal requirements. Check this page regularly for the most current version.

Remember: We're a family business and we want every BikeDuck to bring joy to young cyclists. If you're not happy, we're not happy - so please don't hesitate to reach out!