We want you to be happy with your order. Because most of what we sell is loose or bagged bird food, our returns policy works a little differently for food products than it does for feeders and accessories.
Our Customer Service team is here to help with any query. You can reach us by:
- Email: sales@birdseed.co.uk
- Phone: 0117 330 2277
Cancelling Before Your Order Is Dispatched
If you change your mind before your order has left us, email sales@birdseed.co.uk or call 0117 330 2277 with your order number and we’ll cancel it and refund you in full, including any delivery charge you paid. We normally dispatch the next working day, so please get in touch as soon as you can.
Your 14-Day Right to Cancel
You have 14 days from the day you receive your order to tell us you want to cancel, and a further 14 days to send the goods back to us. You don’t need to give a reason.
When you cancel we will refund the full price of the goods and the standard delivery charge you originally paid. If you chose a delivery option more expensive than our standard service, we refund the standard amount.
Two things to be aware of:
- You pay the cost of sending the goods back to us, unless the item is faulty, damaged or not what you ordered.
- If goods come back to us showing they have been handled more than was necessary to check them, we may reduce your refund to reflect the loss in value.
Bird Food, Seed, Suet and Mealworms
Food products can be returned unopened and unused, in their original packaging, within the 14-day period above.
Once a bag, tub or pack has been opened we can’t accept it back, for hygiene and food-safety reasons. This is a sealed-goods exemption under the Consumer Contracts Regulations and doesn’t affect your rights if a product is faulty or not as described.
Feeders, Nest Boxes and Accessories
Feeders, nest boxes and other hardware can be returned unused and in their original packaging within the same 14-day period.
Faulty, Damaged or Incorrect Items
If an item arrives faulty, damaged or different from what you ordered, please contact us with your order number, a short description of the issue, and photographs where possible. We'll cover the return cost for genuinely faulty, damaged or incorrect items, and will offer a repair, replacement or refund as appropriate.
Non-Delivery
If your order hasn't arrived within a reasonable time of the estimate on our Delivery Information page, please let us know in writing within 28 days of dispatch so we can investigate with the courier. Claims made after this window may be more difficult for us to resolve.
How to Return Something
- Email sales@birdseed.co.uk or call 0117 330 2277 with your order number and what you’d like to return.
- We’ll confirm it’s eligible and email you our returns address along with a returns reference.
- Pack the item securely — ideally in its original outer packaging — write the returns reference on the outside, and send it to us using any tracked service you like.
We don’t provide prepaid return labels for change-of-mind returns, so please use a service you’re comfortable with and keep your proof of postage. Until the parcel reaches us it remains your responsibility. For faulty, damaged or incorrect items we cover the return cost and will either arrange collection or send you a prepaid label — just contact us first.
Refunds
Once we’ve received and checked the item we’ll process your refund within 10 working days, and in any case within 14 days of receiving it back.
Refunds are made to your original payment method. Depending on your bank or payment provider it can take a further 3–5 working days to appear in your account.
Your Consumer Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation.