At The Parrot House, we want you to feel confident when shopping with us. This Returns & Refunds Policy explains how returns, refunds, and exchanges work for items purchased through our online shop. This policy applies only to physical products purchased from the shop and does not cover parrot sales, sourcing services, or care services, which follow separate terms due to their nature.
1. Eligibility for Returns
We accept returns on most shop products under the following conditions:
- The item must be unused, in its original packaging, and in the same condition you received it.
- The return request must be made within 14 days of receiving your order.
- Proof of purchase is required (order number or receipt).
Some items cannot be returned for hygiene or safety reasons, including:
- Opened food items
- Used toys or perches
- Custom or personalised items
2. How to Request a Return
To start a return, please contact us at:
Email: [Add Email]
Include your order number, the item you wish to return, and the reason for the return. We’ll confirm eligibility and provide return instructions.
3. Return Shipping
- Customers are responsible for the cost of return shipping unless the item is faulty or incorrect.
- We recommend using a tracked delivery service, as we cannot refund items that are lost in transit.
4. Faulty or Incorrect Items
If you receive an item that is damaged, faulty, or not what you ordered, please contact us within 48 hours of delivery with photos of the issue.
We will:
- Replace the item or
- Offer a full refund
at no extra cost to you.
5. Refunds
Once we receive and inspect your returned item, we will notify you of approval or rejection.
If approved:
- Refunds are issued to your original payment method.
- Refunds typically take 3–10 business days, depending on your bank or payment provider.
Shipping fees (if any) are not refundable unless the return is due to an error on our part.
6. Exchanges
We can offer exchanges for different sizes, colours, or similar products if stock is available. If the replacement item costs more, the difference must be paid before shipment.
7. Non-Returnable Items
The following cannot be returned:
- Digital downloads
- Gift cards
- Custom-made products
- Used or damaged items not caused by transit
- Items returned after the 14-day period
8. Cancellations
Orders can be cancelled before they are dispatched. Once shipped, the standard returns process applies.
9. Parrot Purchases & Services
Due to animal welfare and the bespoke nature of our services, the following are non-refundable and follow separate policies:
- Parrot sourcing services
- Parrot care services
- Private parrot sales facilitated through the platform
We may consider partial refunds for services only in exceptional circumstances.