Returns & Refunds

For hygiene and safety, opened products cannot be returned. If your item arrives damaged or faulty, contact sales@duckduo.com within 14 days with photos and we will replace it or issue a full refund. Unopened items may be returned within 30 days of delivery.

Unopened items — 30 days

If the seal is unbroken, you have 30 days from delivery to request a return. Email sales@duckduo.com with your order details and we will send return instructions.

Damaged or faulty items — 14 days

Send photos within 14 days of delivery and we will replace the item or refund it in full, including shipping, since shipping is always free.

RMA: a process, not an attitude

An RMA — return merchandise authorization — is the record saying a return was agreed before the parcel travels. The RMA process differs by order type, and the split is worth knowing before anything goes wrong rather than after. On a single consumer order there is nothing to obtain: email sales@duckduo.com within 14 days with photographs, and the reply is the authorization. That is deliberate. Making one person file a form to return one device is a process built for the seller’s convenience, and you do not need a receipt or a return authorization number to be covered.

A business order is different, and the difference is identification rather than trust. A pallet, a consolidated carton or a mixed-model shipment cannot be identified from a photograph, so a wholesale return is booked against an RMA number that ties the units to the invoice and the batch. What that number has to record is the same four fields any reseller should demand from any supplier: the reporting window, the evidence list, who decides the outcome, and what the supplier does if the same fault recurs. Ours are the two windows above, photographs of the unit and the carton label, a decision made by us against those photographs, and — if the same fault appears twice in one batch — the corrective action described on the compliance page.

Why opened products cannot be returned

These are personal wellness products, so once a seal is broken the item cannot be resold or restocked. That single rule is what lets us keep every order hygienic and every price free of shipping charges.

Two consequences follow, and they are the two things business buyers ask about most. Unsold stock is not returnable: a device that sat on a shelf unsold is not faulty, and a policy that accepts it has priced the risk of your inventory into everyone else’s unit cost — which is why published reseller terms in this category almost never accept it. And there is no change-of-mind period on a trade order: the 30-day window above is a consumer return, not a cooling-off right, and it does not extend to stock bought to resell.

Who pays for the return leg

We do, in every case where the return is ours to accept. Because every order ships free, there is no shipping charge to deduct from a refund and no postage to argue about — the refund is the price you paid, in full. The shipping page explains how the original parcel was sent, what the label said, and what the carrier’s record shows if a return has to be traced rather than simply received.

The question a reseller usually asks is who pays return shipping, and the only answer worth anything is a conditional one. We pay it when the fault is ours — a dead motor, a torn seal, a unit that does not match the specification — and we do not pay it when the units were ordered in error, because that is a purchasing decision rather than a defect. Written as a rule instead of a courtesy, it survives the first disagreement, which is when a policy is actually tested.

What we keep, and for how long

A refund has to be evidenced, so the order record and the correspondence about it are kept after the refund is paid: what was sent, when it arrived, what the photographs showed. What that record contains, how long it is held and how to have it erased is in the privacy policy. The 30-day window itself is a term of sale and appears in the terms of service as well, deliberately in both places — a policy page and a contract page that disagree is the most common way a returns promise quietly stops being true.

Before you decide

Most returns we are asked about are not returns yet: the device is fine and something else is wrong. Numbness, noise, a battery that dies early, a material that feels different from what was expected — the help page and the FAQ answer those, and the Journal guides go further. If the parcel has not arrived at all, tracking will answer that faster than we can.

Returns questions