Customer Service

Right of withdrawal

The provisions of this article only apply to Customers who purchase goods online from Ducksday in their capacity of consumer.

The Customer has the right to withdraw its order within a period of 14 calendar days from receipt without giving reasons.

The withdrawal period expires 14 calendar days after the day on which the Customer or a third party other than the carrier and designated by the Customer acquires physical possession of the goods.

To exercise the right of withdrawal, the Customer must inform Ducksday BV, Vijfstraten 15/A, 3140 Keerbergen, Belgium, +32 494 33 98 07,, by means of an unambiguous statement (e-mail) of its decision to withdraw from the agreement. The Customer can use the attached model withdrawal form for this purpose but is not obliged to do so. The model form for withdrawal can be found on the bottom of this page.

To comply with the deadline for withdrawal, the Customer must send his notice concerning his exercise of the right of withdrawal before expiry of the withdrawal deadline.

The Customer must return or hand over the goods to Ducksday BV, Vijfstraten 15/A, 3140 Keerbergen, Belgium, without undue delay and in any event no later than 14 calendar days from the day on which the Customer notifies Ducksday of its decision to withdraw from the agreement. The Customer will be on time if the goods are returned before expiry of the 14-calendar day period.

The direct costs of returning the goods shall be borne by the Customer.

The Customer is requested to return the goods in their original condition and packaging, with all accessories, labels and instructions supplied with them. Note that we will only accept and refund your return if the concerned items are unused and returned in good condition, together with all accessories supplied. If the returned good is impaired in any way, Ducksday reserves the right to hold the Customer liable and to claim damages for any decrease in value of the goods resulting from the Customer's use of the goods beyond what is necessary to determine the nature, characteristics and operation of the goods.

All returned goods are carefully examined. The basic principle here is that the consumer may only inspect the good as he would be allowed to do in a shop. Returned goods may be tried on but may not have been used. If an article has suffered a reduction in value due to the Customer's use, this will be charged to the Customer.

If the Customer withdraws from the agreement, Ducksday will refund all payments received from the Customer up to that time, including the standard delivery charge to the Customer within a maximum of 14 calendar days after Ducksday has been notified of the Customer's decision to withdraw from the agreement. For sales agreements, Ducksday may delay the refund until after reception of all goods returned, or until the Customer has provided proof of their return, whichever comes first.

Any additional costs resulting from the Customer's choice of a method of delivery other than the cheapest standard delivery offered by Ducksday will not be refunded.

Ducksday will refund the Customer using the same means of payment with which the Customer made the original transaction, unless the Customer has expressly agreed otherwise; in any case, the Customer will not be charged any fee for such refund.

Warranty and liability

The consumer is entitled to the legal warranty of conformity and for hidden defects, in accordance with the Belgian Civil Code. This legal warranty is applicable from the date of delivery to the first owner. Any commercial warranty does not affect these rights.

To invoke the warranty, the Customer must be able to present proof of purchase. Customers are advised to keep the original packaging of the goods.

For goods purchased online and delivered at the domicile of the Customer, the Customer must contact Ducksday Customer Service and return the product to Ducksday at the Customer's expense.

If a defect is detected, the Customer must notify Ducksday as soon as possible. In any case, any defect must be reported by the Customer within 2 months of detection of the defect. Any right to repair or replacement will lapse thereafter.

The legal warranty never applies to defects caused by accidents, neglect, falls, use of the product in a manner contrary to the purpose for which it was designed, failure to comply with the instructions for use or manual, modifications or alterations to the product, heavy-handed use, poor maintenance, or any other abnormal or incorrect use. Defects that manifest themselves after a period of 6 months following the date of purchase, or delivery when appropriate, are deemed not to be hidden defects, unless the Customer can prove otherwise.

The liability of either party will at all times be limited to the value of the Customer’s order, where applicable increased with interests and penalties in accordance with article 10.

Return methods

A. GLS Return Portal

  • Return within 14 days;
  • Does not work for all countries;
  • Cost: 6 EUR for all countries, 5 EUR for returns from Belgium: return costs are deducted from the refund

B. Return with your own shipping service of your choice

  • Return within 14 days;
  • Withdrawal form must be completed;
  • Shipping costs immediately paid by the customer, we refund returned items in full if they meet the conditions.
GLS return portal
Withdrawal form