Refund policy
Returns & Refunds Policy
At The Aviary Parrot Food Co, we’re committed to delivering high-quality, responsibly sourced nutrition for companion parrots. Every order is packed with care but we understand that from time to time, issues may arise. Please read our returns and refund policy carefully before placing your order.
Returns
Due to the nature of our products, which are classified as food items, we are only able to accept returns on unopened, unused products in their original packaging. For hygiene and safety reasons, we cannot accept returns of any opened or partially used items.
To request a return:
- Contact us within 14 days of receiving your order at info@theaviaryparrotfood.com .
- Provide your order number and the reason for your return.
- Once approved, we will provide the return address and further instructions.
Return postage is the responsibility of the customer unless the product is faulty or incorrect.
Damaged or Incorrect Orders
If your item arrives damaged, faulty, or not what you ordered, please email us within 7 days of delivery, including:
- A photo of the product and packaging
- A brief explanation of the issue
- Your order number
Where appropriate, we will offer a replacement, refund, or store credit.
The nature of natural products
Our seed mixes are natural, minimally processed agricultural products that are not treated with heat at any stage of production. As with all dry seeds and grains, occasional pantry insects (such as grain or seed beetles) can occur and are not harmful to parrots.
Due to the nature of these products, we’re unable to offer refunds or replacements for opened or discarded items unless clear photographic or video evidence is provided.
The presence of pantry insects does not indicate contamination, spoilage, or an unsafe product. If you find pantry insects within your product, simply place the bag in a freezer for 24 hours before continuing use.
Refunds
Once your return has been received and inspected, we will notify you of the outcome. Approved refunds will be issued to your original payment method within 5–10 business days.
Shipping charges are non-refundable unless the return is due to a packing error or product fault.
Important Information
- For hygiene and safety reasons, we’re unable to accept returns on any food products that have been opened, even if only partially used. We review a refund request on a case by case basis to please get in touch if you feel you need a refund.
- We recommend speaking with your avian vet before introducing any new food or ingredient into your bird’s diet. Our products are designed to support parrot wellbeing but are not a substitute for professional veterinary care or dietary advice.
If you have questions about your order or need assistance, don’t hesitate to get in touch. We’re here to help and want you, and your parrots, to be completely satisfied with every purchase.
Delivery Times, Delays & Investigations
Delivery timeframes are estimates, not guarantees. Once an order has shipped, delivery is handled entirely by the postal service or courier.
We are unable to chase, investigate, or refund parcels until a reasonable period has passed after the estimated delivery date. This is because parcels are often still in transit, held in customs, or awaiting local delivery scans during this time.
For this reason:
- UK orders: We can open an investigation or consider a replacement/refund 10 working days after the due delivery date.
- International orders: We can open an investigation or consider a replacement/refund 20 working days after the due delivery date.
Contacting us before these timeframes have passed will not speed up delivery, and we will ask you to wait until the relevant period has elapsed. Once the investigation window has been reached, we are very happy to assist and will work with the courier to resolve the issue as quickly as possible.