Help centre
Returns & refunds
Tell us within seven days of delivery and an unopened item can go back. Anything that arrived damaged, wrong or short is our problem to fix, not yours.
The short version
Unopened, unused, in its original packaging, within seven days: we take it back and refund it.
Damaged, wrong or missing on arrival: phone us within 48 hours and we replace it or refund it, including what you paid for delivery.
What cannot go back
Some things cannot be resold once they have left us, and returning them would put another keeper's birds at risk:
- Food, treats and supplements once the seal or bag is opened
- Any medicine, opened or not, and anything dispensed against a prescription
- Items damaged by use, by storage in damp or heat, or by being repacked badly
- Anything without its original packaging, labels or included parts
Damaged, wrong or missing items
Check the parcel in front of the courier where you can, and refuse it outright if the seals are broken or a sack is leaking.
If you only find the problem afterwards, phone or email us within 48 hours of delivery with the order number and a photograph of the item and its packaging. A photograph settles almost every case in one message.
How to start a return
Contact us with the order number and say which item and why. We will tell you whether to hand the parcel to a courier we send or drop it at the shop.
Do not send anything back unannounced — an unexpected parcel has no order attached to it and cannot be refunded quickly.
How the refund reaches you
An online payment goes back to the card or wallet it came from. A cash-on-delivery order is refunded to a bKash or Nagad number you give us, or by bank transfer.
The refund policy sets out the timings in full.