Returns
Not entirely satisfied with your order? That's a shame! But don't worry, in most cases, you can return your product within 14 days of receipt.
Conditions:
-The product must be unused and undamaged.
-The product must be returned in its original condition and packaging.
-Custom-made and/or personalized products cannot be returned.
-Last chance products sold with a defect on our sale page cannot be returned.
How to return a product:
-Contact us via info@ducksurprise.nl or using the contact form at the bottom of this page. Please include your order number and the reason for the return.
-You will receive further instructions and a return address from us.
-Pack the product carefully, preferably in its original packaging, send the product with track & trace, and send us the tracking number of the package.
-Once we have received the product in good condition, we will refund the purchase amount to your account within 7 days.
Please note: the shipping costs for returns are at your own expense and will therefore not be reimbursed by DuckSurprise.
Do you have any questions? Please contact us.
Warranty
We offer no warranty on our products. 3D-printed products are fragile and intended for decorative use. Please note the following:
-Our products are carefully 3D-printed and hand-finished. Small variations, visible print lines, or minor imperfections are a normal and characteristic part of the 3D printing process and make each item unique. These characteristics are therefore not grounds for complaint or warranty.
-Our vases and pots are not waterproof and are not suitable for prolonged contact with water.
-The products can deform at high temperatures. The temperature a product can withstand depends on the material used. See our materials page for an explanation of the different materials we use. Therefore, do not store products in direct sunlight, near heat sources, or in a hot car.
-The products can discolor with prolonged exposure to UV light. Our products, with the exception of products made from ASA material, are not suitable for outdoor use.
-Our 3D-printed items can be fragile. Especially when an item has small details and/or parts, these can be very fragile. Our products are therefore intended for decorative use.
Damage resulting from improper use or exposure to heat or moisture is not grounds for complaint or warranty.
Do you have any questions? Please contact us.
Damaged delivery
Did your order arrive damaged? We are very sorry to hear that. We do our utmost best to carefully package every order so that it always arrives at its destination in top condition. If your order nevertheless arrived damaged, please contact us within 3 days of receipt at info@ducksurprise.nl or via the contact form at the bottom of this page. Please state your order number and include clear photos of the damage and the packaging. After assessment, we will contact you as soon as possible to find a suitable solution together.
Do you have any questions? Please contact us.
Frequently asked questions about returns & warranty
What products can I return?
All standard products can be returned within 14 days of receipt. Custom-made products or personalised items cannot be returned. This includes products for which you have requested a colour combination, material, or dimensions that we do not offer as standard for the product in question. It also includes items where, for example, letters, numbers or names have been incorporated upon request.
Why don't you offer free returns?
Returning products incurs costs. If we were to offer free returns, these costs would have to be recouped in another way. This would cause the prices of all products to increase. We want to offer competitive prices and provide our products at the lowest possible price. By not offering free returns, the costs of returning products are only borne by those who return them, and not by all customers. We believe this is the fairest method.
Will I get my original shipping costs back?
This depends on the situation. If you return the entire order, you will also receive a refund for the original shipping costs. Please note that you will be refunded the cost of standard shipping. If you chose express delivery, you will not be reimbursed for the additional cost of express delivery over standard shipping. The costs you incur for the return shipment will not be reimbursed. If you return only part of the order, you will not receive a refund for the shipping costs. This is because we work with a fixed shipping rate per order, which is not dependent on the number of products.
Contact form
Questions or comments? Please contact us.