Returns & Refunds

We want every Bird Folk order to arrive exactly as expected. If there is a problem with your order, please contact us and we’ll work with you to get it resolved.

Please contact Bird Folk before returning any product. Different products may have different return arrangements, so the correct return address can vary depending on your order.

Damaged, Faulty or Incorrect Orders

If your order arrives damaged, faulty, incorrect or not as described, please contact us as soon as possible.

Please provide your order number and, where appropriate, clear photographs of the product, packaging and the issue. This allows us to investigate quickly with the relevant supplier, production partner or courier.

Where you are entitled to a remedy under UK consumer law, Bird Folk will provide the appropriate remedy.

Nothing in this policy affects your statutory rights.

Personalised, Bespoke & Custom-Made Products

Some Bird Folk products may be created specifically to a customer’s individual requirements.

Where a product is genuinely personalised, made to your individual specification or custom-made specifically for you, the ordinary change-of-mind cancellation right may not apply where permitted by law.

This may include products featuring customer-supplied names, photographs or artwork; individually commissioned designs; and products manufactured to customer-specific measurements, dimensions or specifications.

Please check measurements, spelling, supplied artwork, photographs and other customisation details carefully before submitting your order.

This does not affect your statutory rights where a product is faulty, damaged or not as described.

Print-on-Demand Products

Some Bird Folk products are produced only after an order has been placed.

Where a print-on-demand product is genuinely personalised or made to your individual specification, the personalised and custom-made provisions above may apply.

For standard, non-personalised print-on-demand products, your applicable statutory cancellation rights are not affected simply because the product is produced after your order is placed.

Large, Heavy & Oversized Products

Some Bird Folk products, including cages, aviaries and other oversized products, are large and potentially expensive to transport.

Please contact us before arranging the return of any large or heavy product so we can provide the appropriate return instructions and return address.

Where a return is made simply because you have changed your mind and you are responsible for the return delivery cost, this includes the cost of returning large, heavy or oversized products.

Condition of Returned Products

Products should be returned in good condition and, where reasonably possible, with their original packaging, accessories, instructions and components.

You may inspect a product as you reasonably would in a shop.

Where permitted by law, if handling beyond what is necessary to establish the nature, characteristics and functioning of a product has reduced its value, an appropriate deduction may be made from the refund.

Refunds

Once a returned product has been received, we will inspect it and process any refund due in accordance with your applicable statutory rights.

Where permitted by law, we may withhold a refund until we have received the goods back or you have provided evidence that the goods have been returned.

Refunds will normally be made to the original payment method.

Where required by law following cancellation, we will also refund the standard outbound delivery charge. If you selected a more expensive delivery service than our standard delivery option, the additional cost of that service may not be refundable.

Once Bird Folk has processed a refund, your bank or payment provider may require additional time before the funds appear in your account.

Cancelling an Order Before Dispatch

If you need to cancel an order, please contact us as soon as possible.

Some orders can enter production or fulfilment shortly after being placed. We will always try to accommodate cancellation requests where possible, but your cancellation rights will depend on the type of product and applicable consumer law.

For genuinely personalised, bespoke or custom-made products, please be particularly careful before ordering because applicable change-of-mind cancellation rights may be excluded by law.

Changed Your Mind?

For eligible products purchased online, you may notify us that you wish to cancel your purchase within 14 days of receiving your order. You do not need to provide a reason.

After notifying us, you then have a further 14 days to return the goods.

Please contact Bird Folk before sending anything back so we can provide the appropriate return instructions and return address.

For a change-of-mind return, you are responsible for the cost of returning the goods, except where applicable law requires otherwise.

This change-of-mind provision does not apply where a statutory exception applies, including certain genuinely personalised or custom-made products.

How to Request a Return, Cancellation or Refund

Please contact Bird Folk and provide:

• Your name
• Order number
• Email address
• Mobile number
• Product concerned
• A brief description of your request
• Photographs where the product is damaged, faulty or incorrect

We may contact you by telephone or email where necessary to help resolve your request.

Please do not return any goods until you have received return instructions from Bird Folk.