Returns/cancellations

If for whatever reason you change your mind and would like to return your order after delivery, we’re happy to refund or exchange your purchase as long as it’s unopened and in its original packaging. This option is available for 14 days after delivery.

Following The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations, we will accept items back even if you have opened the goods to inspect them. You are entitled to a refund as long as you inform us of your decision to cancel within 14 calendar days from the day after delivery of the goods. The goods must be in an ‘as new’ condition and returned in the original, undamaged packaging, along with any accessories and free gifts received with them. You can examine the goods as you would in a shop but you must not have used or installed them or input any data on them. Whilst the goods are in your possession you must take reasonable care of them. DVDs, CDs, memory cards and software packaging discs must still be sealed. If you want to return a Software Product Activation Key card which is not faulty, the silver strip on the back of the card must be fully intact as new.

If you consent to a digital download starting within the 14 day cancellation period and acknowledge the right to cancel will be lost, you will not be able to request a refund.

How to refund/cancel your purchase:

  • You can cancel your order via the Contact Us page on our website
  • By phoning us on 08444 720022 with your order reference number and delivery details to hand
  • Or by sending an e-mail orders@pattheduck.com, including your order reference or delivery details

Once we have received the goods back from you, we will give you a refund for the cost of the product plus the delivery charge paid (except for the additional costs arising if you selected a type of delivery other than the least expensive type of standard delivery offered by us).

Refunds take 3-5 working days to be credited to your payment card.

We cannot refund/cancel your purchase:

  • There is a contract for services with the product and you have started using the services; this would include, for example, Software as a Service subscriptionThe seal has been broken on any DVDs, CDs, memory cards or software, including games
  • If the silver strip on the back of your Software Product Activation Key card has been partially or completely damaged or removed
  • the goods were a special order to your specification

Faulty goods

You have the option of an exchange or refund if the fault occurs within 14 days of delivery. If the fault with your product occurs within its guarantee period (normally 12 months from delivery) we will attempt to repair or replace the item(if the item is no longer available we may offer an alternative of equal or higher value).

For a refund or exchange, the product must be in otherwise ''as new'' condition, complete with any accessories and free gifts offered and if possible, with the original box and packaging.

If a DVD, CD, or software item is faulty under guarantee we will happily exchange it for the same title or offer a refund.

We do not cover faults caused by accident, neglect, misuse or normal wear and tear. Consumable items, such as non-rechargeable batteries and ink cartridges are covered by guarantee for 3 months after delivery.

Often repairs will be carried out by the manufacturers’ own service teams  to ensure your product is repaired by skilled and qualified engineers.

THIS RETURNS POLICY DOES NOT AFFECT YOUR LEGAL RIGHTS. DETAILS OF YOUR LEGAL RIGHTS ARE AVAILABLE FROM TRADING STANDARDS OR CITIZENS ADVICE CONSUMER SERVICE.