Refund policy
Effective Date: 10 November 2024
Welcome to Lil Ducks Jewellery! At Lil Ducks Jewellery, we are committed to ensuring that our customers have a delightful experience with every purchase. If, for any reason, you are not completely satisfied with your purchase, please refer to our return and refund policy below.
1. Returns
Eligibility for Returns
To be eligible for a return, your item must:
- Be unused and in the same condition that you received it.
- Include all original packaging, tags, and any certificates or accessories provided at the time of purchase.
- Be returned within 14 days of the delivery date.
- Returns for change of mind, will not be accepted under any circumstance.
Please Note: For reasons of hygiene and safety, we cannot accept returns of earrings unless they are faulty.
Non-Returnable Items
The following items are non-returnable:
- Customised or personalised items.
- Gift cards or promotional vouchers.
2. Initiating a Return
To initiate a return, please contact our Customer Service team at [lilducksjewellery@gmail.com] with your order number, the item you wish to return, and the reason for the return. All return requests MUST include photos of the items and damage/reason for return. Our team will review your request and provide further instructions, including the return address.
3. Refunds
Refund Process
Once your return is received and inspected, we will notify you via email about the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original payment method within 7-10 business days.
Refund Exceptions
- Late or missing refunds: If you haven’t received a refund within the expected timeframe, first check with your bank or credit card company. Processing times vary and may take additional time to reflect on your statement.
- Partial refunds: If an item returned is not in its original condition, is damaged, or missing parts not due to our error, a partial refund may be issued.
4. Damaged or Defective Items
If your jewellery arrives damaged or defective, please reach out to us within 7 days of receiving the item. Send us a photo of the item, including packaging, along with a description of the issue, to [lilducksjewellery@gmail.com]. We will gladly replace the item at no additional cost to you or provide a full refund if a replacement is unavailable.
Note due to the nature of the materials of many of our beads, be they stone or otherwise, defects in manufacture, polishing and general shape may be visible. While we do try to minimise variations in colour and minor stone/gem defects, they also provide extra character to some of our pieces. Where beads/gems are of a slight variation in colour or tone, or where minor blemishes/defects are as a part of the beads themselves, a refund will not be available. If you are not happy to accept this, then please do not order to avoid being disappointed.
5. Shipping Costs
- Return Shipping: Customers are responsible for the cost of return shipping, except when the return is due to a fault on our part (e.g., damaged or defective items), which will be determined upon receipt, and if deemed faulty may issue a refund for the reasonable shipping costs incurred.
- Refund on Shipping Fees: Original shipping fees are non-refundable, except in cases where an error was made on our part.
7. Contact Us
For any questions regarding our return and refund policy, please do not hesitate to reach out to us at [lilducksjewellery@gmail.com]. We aim to provide the best service possible and are here to help you with any issues.
This policy is designed to make your shopping experience with Lil Ducks Jewellery smooth and satisfactory. We appreciate your business and your trust in us, and we are committed to providing jewellery you’ll cherish.