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All returns to us must be notified in advance via email (in case of regret or exchange) or agreed in advance (in case of complaint). Under no circumstances do we accept packages sent as postal orders, these will not be redeemed.
According to the Consumer Purchases Act, you as a consumer have a right to make a complaint both for purchases made in stores and online. The right of complaint is normally 2 years for consumer goods and applies to errors or defects in the product. Damage and defects that occur as a result of use and wear and tear are not to be regarded as a defect, this also applies to dog toys.
If there is a defect in the item, you as the buyer must, within a reasonable time after you have discovered the defect, notify us of this defect. You can not later claim a complaint if you fail to report the defect when it was discovered.
Depending on the specific situation, we will in the event of a complaint do our best to correct the error, re-deliver, offer a price reduction / compensation or cancel the purchase. The precondition for this is, of course, that the complaint is justified.
Duke & Duchess has the right to demand that the item be repaired or returned.
If the complaint concerns a transport damage, we need documentation. Documentation will normally be pictures of packaging (outer / inner) with damage, as well as the product with damage.