REFUND AND RETURNS POLICY

Exotic Parrot & Cage

Last Updated: January  2026

At Exotic Parrot & Cage, we want you to be satisfied with your purchase. This Refund and Returns Policy explains how we handle cancellations, returns, refunds, damaged products, incorrect orders, and concerns involving live birds.

By placing an order through our website, you agree to the terms outlined below, subject to any consumer rights that apply to your purchase.

1. Return Eligibility

Eligible products may be returned if they meet the conditions outlined in this policy.

To qualify for a return, an item should generally be:

• Unused and in its original condition.

• Returned with its original packaging, where applicable.

• Accompanied by proof of purchase or an order confirmation.

• Returned within the applicable return period.

Certain products, including live animals, perishable goods, opened food products, and hygiene-sensitive items, may be subject to special restrictions. These restrictions do not affect any rights you may have under applicable law.

2. Return Period for Eligible Products

Please contact us within 14 days of receiving your order if you wish to request a return because you have changed your mind.

Where a return is approved, we will explain the return procedure and any applicable conditions.

For customers whose purchases are covered by mandatory statutory cancellation rights, those rights will apply even if a different return period is stated elsewhere in this policy.

Products that are faulty, damaged, incorrect, or not as described will be handled in accordance with applicable consumer protection laws.

3. Non-Returnable Products

For hygiene, safety, animal welfare, and product-quality reasons, some items may not be eligible for return simply because a customer has changed their mind.

These may include:

• Opened or used bird food, treats, and other consumable products.

• Perishable products that cannot safely be resold.

• Products that have been used, contaminated, or damaged after delivery through customer handling.

• Personalised or specially ordered products where applicable law permits exclusion from change-of-mind returns.

• Live birds, subject to the separate provisions below and applicable law.

These exclusions do not remove your rights if a product is faulty, misdescribed, or otherwise covered by a mandatory legal remedy.

4. Damaged, Defective, or Incorrect Orders

Please inspect your order upon delivery.

If you receive an item that is damaged, defective, incomplete, or different from what you ordered, contact us as soon as reasonably possible.

To help us investigate, please provide:

• Your order number.

• A description of the problem.

• Clear photographs or videos of the product and packaging, where appropriate.

• Any relevant delivery information.

After reviewing your claim, we will explain the available resolution, which may include a replacement, repair, refund, or another remedy required by applicable law.

Please do not dispose of a damaged product or return it before receiving instructions, unless immediate action is necessary for safety or required by law.

5. Live Birds and Animal Welfare

Live birds require special handling and appropriate care. For this reason, requests involving live birds are assessed separately from ordinary merchandise returns.

If you believe a bird arrived injured, seriously unwell, or materially different from the description provided at the time of purchase, contact us immediately.

Please include your order number and any relevant photographs, veterinary information, or other evidence that can safely be provided.

Animal welfare comes first. Do not delay seeking appropriate veterinary assistance while waiting for a response from us. Contact a qualified avian veterinarian if a bird appears unwell or distressed.

Live birds must not be shipped back or transported without prior arrangements and confirmation that the proposed method is safe and lawful.

Any refund, replacement, or other remedy will be assessed in accordance with the circumstances, animal welfare requirements, and applicable law.

6. Order Cancellations

If you wish to cancel an order, contact us as soon as possible and provide your order number.

We will try to stop processing or dispatch where reasonably possible. However, an order that has already been dispatched may require a return procedure.

Some orders, including specially arranged live-bird shipments, may involve additional logistical requirements.

Nothing in this section limits any statutory cancellation rights that apply to your order.

7. Refund Approval and Processing

Once your return or refund request has been reviewed, we will notify you of the outcome.

Approved refunds will generally be issued to the original payment method unless another method is agreed upon or applicable law requires otherwise.

The time it takes for the funds to appear in your account may depend on your bank, card issuer, payment provider, and the applicable legal deadline.

Where a refund is required by law, it will be processed within the legally prescribed timeframe.

8. Return Shipping Costs

Return shipping costs depend on the reason for the return and the applicable legal requirements.

• Change of mind: The customer may be responsible for return shipping costs where permitted by law and where the relevant information was provided before purchase.

• Faulty, damaged, or incorrect items: We will arrange or cover reasonable return costs where required by law or where we have agreed to do so.

• Live birds: Transportation must be agreed in advance and comply with animal welfare, carrier, and legal requirements.

Please contact us before sending any product back.

9. Missing or Undelivered Orders

If your order has not arrived within the expected delivery period, contact us with your order number and delivery details.

We will investigate the shipment and provide an update. If an order is confirmed lost or undelivered, we will work with you to determine the appropriate resolution under our shipping terms and applicable law.

Please contact us promptly if tracking information indicates a delivery problem.

10. Exchanges and Replacements

If you receive a faulty, damaged, or incorrect product, you may be eligible for a replacement or another appropriate remedy.

For change-of-mind exchanges, availability depends on stock and the nature of the product.

Live-bird exchanges require individual assessment and appropriate animal welfare arrangements.

11. How to Request a Return or Refund

To begin a return or refund request, contact our customer service team through the contact details published on our website.

Please include:

• Your full name.

• Your order number.

• The product concerned.

• The reason for your request.

• Supporting photographs or documentation, where relevant.

We will review your request and explain the next steps.

12. International Orders

For orders shipped internationally, return shipping, customs procedures, import or export requirements, and restrictions on transporting live animals may affect the available return options.

Customers must comply with applicable laws and must not arrange the international transport of live birds without confirming the required documentation and permissions.

Mandatory consumer rights applicable to your transaction will continue to apply.

13. Changes to This Policy

We may update this Refund and Returns Policy when our business practices or legal obligations change.

Any updated version will be published on this page with a revised date. Changes will not remove consumer rights that already apply to a purchase.

14. Contact Us

If you have questions about returns, refunds, cancellations, or an order, please contact Exotic Parrot & Cage through the contact information provided on our website.

Exotic Parrot & Cage
Website: https://exoticparrotandcage.com/

We appreciate your business and are committed to handling customer concerns fairly while prioritising the welfare of birds.

Your satisfaction and your feathered companions’ wellbeing matter to us.