Complaint & Guarantee

Find out how to file a complaint and the warranty policies on Duckstoretech. Dedicated support and quick solutions for your purchases.

Complaint & Guarantee

This page only covers damaged, faulty or non-conforming items.
It does not limit your 14-day right of withdrawal for change of mind, described in Returns & Refunds. For remorse returns, return shipping is at the customer’s expense unless otherwise stated.

Who we are (transparency)

All products on this website are sold by Digitalfreeone Ltd (trading name Duckstoretech, Company number 16475041). We do not host third-party sellers.

1) Item damaged on delivery

  1. Keep outer/inner packaging and courier labels.
  2. Take clear photos (outer box, label, inner packaging, product damage).
  3. Contact us via the email with order number, description and photos.

Please report within 48 hours where possible to help us file the courier claim. Failure to report within 48h does not affect your statutory rights.

Outcome: replacement, refund or repair. Return shipping for damage on delivery is covered by Duckstoretech (prepaid label or refund of standard costs).

2) Faulty / non-conforming item (UK – Consumer Rights Act 2015)

  • Within 30 days: short-term right to reject and get a refund if the item is faulty.
  • After 30 days: right to repair or replacement; if these fail, refund or price reduction.
  • Fault assumed within 6 months unless proven otherwise.

How to open a claim

  1. Submit via email (subject: “Warranty – order no.”).
  2. Describe the fault and attach photos/videos (and serial number if available).
  3. You will receive an RMA number and return instructions.

Return costs: for manufacturing/ conformity faults we cover return shipping (prepaid label or refund of standard costs). If no fault is found, we may return the item to you and charge the return cost at courier rate.

3) RMA process & timing

  • Authorisation: preliminary check (photos/videos) and RMA issuance.
  • Packing: re-pack carefully incl. accessories/manuals; back up/erase personal data if applicable.
  • Technical assessment: within 2–5 business days of receipt.
  • Resolution: repair/replacement; if not feasible in reasonable time, refund or price reduction.
  • Indicative timing: 5–14 business days total (subject to parts/manufacturer service).

4) Return conditions & inspection

You may open and inspect the item as you would in a shop. For change-of-mind returns or returns without fault, we may apply a deduction for diminished value where the item was used beyond normal inspection or essential accessories/packaging are missing.

For hygiene reasons where permitted by law, sealed items intended for health/ hygiene cannot be returned once opened (withdrawal exception). This does not apply to faulty returns.

5) Warranty exclusions

Not covered: misuse, impact/liquid damage, unauthorised repairs/mods, unofficial firmware, normal wear of consumables, power surges or external causes.

Support & contacts

Email: customerservice@duckstoretech.uk — Tel.: +44 07878 665448.
We reply within 1–2 business days.