Return Policy

Replacement Policy for Defective Merchandise

Overview
We are committed to providing high-quality products to our customers. If you receive an item that has a manufacturing defect, causing it to be unusable, we will gladly replace it in accordance with the policy outlined below.

Eligibilty for Replacement

  • The item must have a verifiable manufacturing defect.
  • Defects caused by misuse, accidental damage, or normal wear and tear are not covered under this policy.
  • A replacement request must be submitted within 30 days of the original purchase date.
  • Proof of purchase (such as a receipt or order confirmation) is required.

How to Request a Replacement

  1. Contact our customer service team by email or phone and provide a description of the defect.
  2. Include clear photographs of the defective item, showing the issue in detail.
  3. Provide your order number and proof of purchase.
  4. Our team will review your request and determine eligibility for replacement.

Replacement Process

  • If your item is eligible, we will provide instructions for returning the defective product.
  • Once we receive and inspect the returned item, a replacement will be shipped to you at no additional cost.
  • If the item is no longer available, we will offer an equivalent product or a refund at our discretion.

Contact Information
For any questions or to initiate a replacement request, please contact our customer service team at Rebecca May at rebecca@duck-roost.com  or Tim May at tim@duck-roost.com.