Refund policy
At Little Duck Studios, each piece is selected, created or finished with care. Many of our artworks and ceramic pieces are handmade, so small variations in colour, shape, glaze and finish are part of their character and are not considered faults.
This policy does not exclude or limit any rights you may have under the Australian Consumer Law.
Change-of-mind returns
Little Duck Studios does not offer refunds, returns or exchanges for change of mind.
This includes situations where you:
- change your mind after placing an order;
- select the wrong size, colour or product;
- no longer want or need the item;
- purchase an item as a gift and the recipient does not want it; or
- decide that the item is not suitable after receiving it.
Please choose carefully before placing your order. If you are unsure about an item, its dimensions, colour, finish or suitability, contact us before purchasing and we will do our best to assist.
This change-of-mind policy does not affect your rights under the Australian Consumer Law.
Handmade variations
Our ceramic and hand-painted products are individually made. Natural variations may include slight differences in shape, dimensions, brushwork, colour, glaze, texture or surface finish.
These characteristics make every piece unique and are not considered faults when they are consistent with the product description and photographs. We aim to describe and photograph our products as accurately as possible; however, colours may appear slightly different between screens.
Damaged or incorrect orders
Please inspect your order when it arrives. If it has been damaged in transit, is faulty or you have received the wrong item, contact us as soon as possible with:
- your name and order number;
- a description of the issue;
- photographs of the item;
- photographs of the internal and external packaging, if the item was damaged during delivery; and
- a photograph of the shipping label, where possible.
Please keep the item and its packaging until we have reviewed your claim, as this may be needed for the delivery provider.
We will assess the issue and arrange an appropriate remedy in accordance with the Australian Consumer Law. Depending on the circumstances, this may include a repair, replacement or refund. If an item is confirmed to have a problem, we will reimburse reasonable return-postage costs where required by law.
Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law.
If a product has a major problem, you are entitled to choose a refund or replacement. If the problem is minor, we may choose to repair the item within a reasonable time. If we cannot do so, you may be entitled to a replacement, refund or another remedy.
You are not entitled to a remedy when the problem was caused by misuse, accidental damage or a failure to follow the supplied care instructions.
Exchanges
Because Little Duck Studios does not offer change-of-mind exchanges, exchanges are only available where required under the Australian Consumer Law or where we have sent an incorrect item.
Because many Little Duck Studios pieces are one of a kind or produced in small batches, a replacement may not always be available. Where a replacement is unavailable, we will provide another appropriate remedy in accordance with the Australian Consumer Law.
Order cancellations
If you need to cancel or change an order, please contact us as soon as possible. We cannot guarantee that an order can be cancelled once processing or production has begun.
Made-to-order, commissioned and personalised products cannot usually be cancelled once work has commenced. This does not affect your rights if the finished item is faulty or does not meet the agreed description.
Refunds
Refunds are only provided where required under the Australian Consumer Law or where Little Duck Studios has sent an incorrect item or otherwise agrees that a refund is appropriate.
Approved refunds will be issued to the original payment method. Please allow approximately 5–10 business days for your bank or payment provider to process the refund after it has been issued.
Return authorisation
Please contact us before returning an item. Returns sent without first contacting Little Duck Studios may not be accepted.
To request a return or report a problem, contact us through the contact form on our website or email:
info@littleducksstudios.com.au
Please include your name, order number and the reason for your request.