We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Provided you comply with the terms below we will refund the price of the goods.
Other than in the case of faulty products, we will only accept the return of unopened/ unused products. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
If the product is faulty (damaged or not as described), again you can return it to us within 30 days, and we will refund the price paid, the basic delivery charge (we cannot cover any upgrades to standard shipping), and the cost of packaging and postage for returning the product (please see below) to your original method of payment.
To start a return, you can contact us at sales@newforestbirdfoods.co.uk. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at sales@newforestbirdfoods.co.uk.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.
Undeliverable packages
When a postal carrier returns an undeliverable package to us, we issue a full refund (excluding delivery charges).
We are unable to re-send packages that are returned to us as undeliverable. If you would still like to purchase those products, you're welcome to place a new order. A package may be 'undeliverable' because the address provided was incorrect or, following 3 failed delivery attempts, it has not been collected from the local collection office and has subsequently been returned to sender.
We will refund these orders (excluding delivery charges) within 28 days of receiving them back to our warehouse and you will be notified with an email to confirm we have the return.
Returning the product
1. Package your return. All individual items (other than those which are faulty) must be in a saleable condition and returned in their original protective packaging, while the outer packaging can be of your choice (i.e. box, envelope, etc.). Please note, with the exception of faulty merchandise, we cannot accept the return of products that have been opened or used.
2. Include printed and completed return slip. Our returns slip will need to be printed, completed and included in your return package to enable us to process your return. Remember to include your order number and your details, the goods you are returning and the reason through the 'reason for return' code. The returns slip can be viewed, downloaded, and printed here.
3. Return Address. Please note this is not a prepaid service. Send your parcel to:
4. Post it! Please make sure you return items through a traceable service for your safety. The parcel is your responsibility until it reaches our warehouse, so we strongly recommend you obtain a proof of postage, as without this we will be unable to assist you further. Please note that you will be responsible for the costs of returning the items to us unless faulty.
Refunds
When returning your purchase please allow 28 days from the day the parcel is posted for your refund to be processed or your replacement to be despatched. We will email you to let you know when your refund or your replacement order has been processed. Refunds will be processed within 7 days of receiving your parcel. It may take up to 7 days for the refund to show in your account.