Returns and refunds
In order to manage a return, the product must not have been used, must be in its original condition and must arrive at our logistics warehouse in perfect condition, including labels and instructions (if any). We will not process the return of any food whose packaging has been opened.
We will only accept returns and refunds of any kind within 24 hours after delivery of the order.
The user is solely responsible for the decrease in value, as well as for any damage to the products; from the moment he/she receives them, informs us of the return, the return is accepted and is finally received in our logistics warehouse. The return will only be accepted when our logistics warehouse has verified the condition of the returned product.
Scenarios that the user may face and for which the user may consider a refund to be necessary:
I received a broken product
Don’t worry! Our shipments are insured, but we must comply with the policy of the insurers. In order to proceed with the replacement, please follow the indications below:
- – It is best to refuse it back to the carrier attempting delivery.
- – If you accept the package, make sure it is noted on the carrier’s delivery record. Note any dings, scratches or holes on the shipping delivery note.
- – Save the merchandise, the original box, and packing it arrived in.
- – Send us an email of the incident immediately (within 24 hours) with an attached photograph of how you received the order to: [email protected]
Delivery not completed and the order is returned to Psittacus
If your order is returned to us because you entered the incorrect shipping address, it is the user sole responsibility to pay for the new shipping. We will contact the customer to arrange a new shipment. We cannot refund the user for the order.
If the order is returned to us because the shipping agency has not been able to complete the delivery (e.g. absent user), it is the user sole responsibility to pay for the new shipping. We will contact the customer to arrange a new shipment. We cannot refund the user for the order.
I received a product that I did not order
We apologize! Please send a note of the issue within 24 hours after the delivery to: [email protected] We will send you a replacement.
Just at the moment of delivery of the correct product, the shipping agency will pick up the incorrect product. It is imperative that the incorrect product is delivered to the transport agency in its respective protective, original and sealed box so that it can be returned to our logistics warehouse in perfect conditions.
I selected the wrong product
Our team has dedicated a great deal of effort to provide this website with the maximum information (visual and descriptive) so that the user can make the correct product selection according to the characteristics of the bird. We cannot accept a return of this kind. We regret it.
Can I cancel my order?
Send an email to [email protected] writing “CANCEL ORDER” in the subject line, identifying your order code. We will do our best to cancel your order before it is processed by the logistics warehouse. However, if the order has already been processed, it cannot be cancelled. So please contact us immediately to avoid this situation.
I no longer need it
We cannot accept this type of return. We regret it.
Any other incidence not specified above on delivered product
We will not process any returns or refunds of other kinds.
We will proceed to make the refund using the same payment method that the user selected when completing the order. If the user has a different need he/she can let us know and we will do our best to adhere to his/her needs.
The refund will be withheld until we have received the products in our logistics warehouse and have verified that it is in perfect condition, including labels and instructions (if any).
No drama policy
We have a “no drama” policy. The team reserves the right not to answer messages and calls, and to cancel orders from anyone who engages in hate speech of any kind, bigotry, racism, incendiary gossip, and any harassment either personal or cultural or to the company.
Our right to change these conditions
Psittacus reserves the right to amend and modify these terms and conditions at any time.