REFUND POLICY

Refunds & Returns

How do I return my order?

We use authorized 30-day returns. This means that to return your order, you will need to reach out to us through this submission form within 30 days of receiving your order. 

  • In your return request, we ask you to provide your order number, name, the email address you used to make the purchase, and the list of the products you wish to return. 
  • Our team will review your request, authorize it, and provide you with detailed instructions on how to return your order. 
  • Depending on your location, your order will then be picked up by our courier or you will drop it off at your nearest post office.
  • Your payment will be refunded within the shortest possible time frame, no later than fifteen (15) days following the cancellation of your order or confirmed receipt of your return. The refund will go to your original payment method.
  • Once your return is processed by our return team, you will receive a confirmation email about the refund. You will be refunded the full amount paid for your items. Please note that if you paid a shipping fee on your original order, this charge is not refundable. 

Do I have to pay any postage fees when returning my order?

Nope! Bird Buddy will cover all costs of returning the package, if the return is carried out in compliance with the instructions on this page.

When am I eligible for a refund?

We offer a 30-day return policy. You are entitled to a full refund in the value of all returned items, excluding the shipping costs, if no more than 30 days have passed since you received your order. 

Damaged Products

Your Bird Buddy item is considered damaged if:

  • the product itself is damaged and doesn’t comply with its description upon arrival;
  • the damage was caused during transit;

The product is presumed to be undamaged if:

  • it complies with the product description;
  • it is fit for its intended purpose;
  • the damage is due to your misuse of the product or any alterations to the product;
  • it exhibits the quality and performance as described in any public statements on the specific characteristics (that is, in advertising or on labeling).

What do I do in case my product is damaged when it arrives?

If any part of your Bird Buddy order is damaged upon arrival, we’ll replace it free of charge. You can also cancel your purchase in favor of a refund as part of our 30-day return policy.

In either case, you will need to contact us as soon as possible (no later than 30 days after receiving the order) to authorize the process. Please submit a ticket to our support team here, with your order number, the list of affected products, and clear description of the damage (make sure you include proof of the damage in the form of a video or photos). 

We will review your complaint and let you know how you can return the product to us for replacement. Make sure to keep the original packaging and all the contents of your order!

Shipping issues

Please refer to this page for any shipping issues you might have encountered with your order. 

Note that we can only adjust your shipping information for you before the order is processed by our distribution center. Due to quick processing times, this is time-sensitive and we may no longer be able to carry out your request by the time we get to your message. 

In the event that our warehouse has already dispatched the package by the time you reach out, don’t worry, our support team will be happy to help. Get in touch with us here and our agents will review your case and make sure the issue is resolved to your satisfaction by reshipping your order or canceling it for a full refund. 

Canceling your order

You can only cancel your order before it has been shipped to you. The order will also be considered canceled if you fail to pay any outstanding fees.

Please note that if you purchased the Pro Subscription on our website, the payment will be processed upon the conclusion of the trial period, at which point you will be charged for the Subscription. You can cancel the Subscription during the trial period. The Subscription fees are non-refundable once charged.

Retrospective discounts

Note that discounts and promotions cannot be applied retrospectively. Once an order is placed and the payment is finalized, any subsequent discounts or promotions that become available cannot be applied to previous purchases. This also applies to discounts that are active at the time of purchase.

Gift cards

Please note that gift cards are non-refundable. This includes physical gift cards as well as electronic gift cards. If you have any issues with your gift card or if it is not functioning properly, please contact our support team for assistance here.

Bird Buddy Merchandise

All items categorized under ‘Merch’ in our online shop are sold on a non-refundable and non-returnable basis. 

Once a purchase is completed, it cannot be returned, nor can a refund be issued for such items. However, in certain circumstances, customers may be eligible for a partial store credit, which can be applied to any future purchase on mybirdbuddy.com. 

For further assistance, please contact our support team here.

Size Exchanges:

Please note that we are unable to facilitate size exchanges for items falling under the ‘Merch’ category. We apologize for any inconvenience this may cause.

Exception for Factory Defective Items:

The only exception to the non-refundable and non-returnable policy of Bird Buddy Merch is in cases where customers receive a factory defective item. 

If you receive a damaged item, a misprinted item, or an item of poor quality, please notify our support team within 30 days of receiving your order by contacting us here. It is essential to provide clear and high-quality photographs of the defective item. Upon verification, we will initiate a claim process for an exchange or a refund on your behalf.

Bird Buddy Seeds

Seeds and Seed Subscriptions

Please note that we do not offer returns for any canceled Seed or Seed Subscription orders, and that all Seed or Seed Subscription shipments are non-refundable once they are processed and/or fulfilled. 

It is your responsibility to initiate the cancellation of your Seed Subscription at least 48 hours before the scheduled shipment of the upcoming order to avoid being charged for an upcoming shipment. You can do so from your Bird Buddy webstore account. Please refer to this article for details. 

Seed Subscription Adjustments

For any adjustments to your subscription, such as subscription cancellations, changes to your payment method, updates to your shipping or billing information, or deferments of subscription shipments, it is your responsibility to initiate these actions through your Bird Buddy webstore account. For these changes to be applied successfully, please ensure you complete them at least 48 hours before the scheduled shipment of the upcoming order. Please be aware that modifications or cancellations made beyond this timeframe will be considered invalid, and refunds will not be processed.

Please note:

If you manually cancel your Seed Subscription while you have an upcoming order of Seeds still pending, the cancellation process does not immediately set the subscription status to “Canceled”, but shows instead as “Pending cancellation”. You will receive any pending orders from your current subscription period; however, the subscription’s status will only be transitioned to Canceled on the next renewal date of your Seed Subscription and you will no longer be charged for or receive any future orders from that Subscription.

Exception for quality issues

In instances where seeds are compromised or exhibit quality issues, you may be eligible for a refund or replacement shipment, subject to our review and verification process. Please reach out to our support team here to get the authorization process started. Make sure to include high-quality photos or videos of the quality issue in question for faster processing of your request.

Seller’s Discretionary Cancellation or Suspension of Bird Seed Subscription

In the event of a substantial disruption to our seed supply chain, we reserve the right to either cancel in full or suspend your Seed Subscription with appropriate notice or to appropriately adjust the prices of the Seed Subscription. This decision will be made at our sole discretion, and we will make reasonable efforts to communicate our decision promptly to all affected customers.

Warranty Policy

What kind of warranty does Bird Buddy offer? Is it free of charge?

Bird Buddy’s standard warranty period is 24 months from the date of delivery, and it applies to all of our products* completely free of charge.

* Please note that this does not apply to Bird Buddy Seeds or Bird Buddy Merch.

What is the scope of the standard warranty?

Service may not be available to all the islands around the UK and Ireland. Please check with your retailer or contact our customer support team.

The warranty does not extend to:

  • Minor variances from nominal features that do not diminish the product’s value or its intended purpose;
  • Damage caused by chemical or electrochemical effects of water;
  • Exceptional environmental conditions, inappropriate operating conditions, or if the product has come into contact with unsuitable materials;
  • Damage caused by any wildlife, including but not limited to squirrels, chipmunks, raccoons, bears, and deer.
  • Damage intentionally caused by any person.

The warranty does not apply to loss or damage outside of our control, such as:

  • Transport damage for which we are not responsible;
  • Damages that may occur due to improper installation and assembly of the product;
  • Improper use;
  • Use within a non-domestic environment;
  • Poor maintenance or failure to observe usage and/or assembly instructions.

We reserve the right to invalidate your standard warranty if repairs or other modifications to our product are performed by unauthorized persons or if our products are fitted with non-original spare parts, extras, or accessories.

What happens once I make a warranty claim?

Once we assess the product, we will decide how the defects will be handled; the product will either be repaired or any defective parts will be replaced. Products that can reasonably be transported or posted may need to be returned or shipped to our customer service center. We will cover the costs of such transportation, and proof of purchase is required for any return. Any parts that are returned and replaced then pass into our ownership.

Services provided under warranty do not extend the warranty period nor do they commence a new warranty period. The warranty period for any spare parts fitted ends when the warranty period of the product itself expires.

Events outside our control

We are not liable or responsible for failing to perform our warranty obligations or for experiencing a delay in performing them when the reason behind this are events outside our reasonable control (i.e. force majeure events). Such events (without limitation) can be the following:

  • Strikes, lockouts, or other industrial action;
  • Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war;
  • Fires, explosions, storms, floods, earthquakes, subsidences, epidemics, or other natural disasters;
  • Impossibility of the use of railways, shipping, aircraft, motor transport, or other means of public or private transportation;
  • Impossibility of the use of public or private telecommunication networks, and
  • The acts, decrees, legislation, regulations, or restrictions of any government.

In case of force majeure, our warranty obligations are suspended for the period that the force majeure occurs, and we are entitled to an extension for the duration of this period.

About the contract between you and Bird Buddy:

If there is a conflict between the warranty terms and conditions and the terms and conditions listed on our website, those of the warranty take precedence. 

The contract binds us both and our respective successors and assignees. You may not transfer, assign, charge, or otherwise dispose of this contract, or any of your rights or obligations under it, without our prior written consent. We may transfer, assign, charge, sub-contract or otherwise dispose of this contract or any of our rights or obligations, at any time during the term of its duration.

The terms and conditions may vary from time to time, provided that the changes do not materially affect the nature and quality of the warranty. You will be notified of any such changes as soon as reasonably possible.

If we fail, at any time during the term of this contract, insist you strictly oblige our terms and conditions, or if we fail to exercise any of the rights we’re entitled to, this will not initiate a waiver of our rights and will not relieve you from complying with the obligation you have. No waiver by us of any of our terms and conditions will be effective unless it is expressly stated to be a waiver and is as such also communicated to you.

If any of these terms and conditions are determined to be invalid, unlawful, or cannot be enforced to any extent, such terms, conditions, or provisions will to that extent be severed from the remaining terms, conditions, and provisions which will continue to be valid to the fullest extent permitted by law.

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