Refund & Returns Policy

At Pure Feather Aviary, the welfare of our parrots is our highest priority. Because we work with live animals, our refund and returns policy is different from policies for standard retail goods. This policy explains how we handle cancellations, deposits, refunds, and any exceptional return situations in a clear and responsible way.

1. Scope of This Policy

This Refund & Returns Policy applies to:

• Reservations and purchases of live parrots from Pure Feather Aviary.
• Deposits paid to reserve a specific bird.
• Any agreed collection or delivery arrangements for the bird.

This policy does not cover accessories, cages, food, or other non-living items (if offered). Those may have separate terms where applicable.

2. Reservation Deposits

To reserve a parrot, we may request a reservation deposit. This deposit:

• Confirms your serious intent to purchase a specific bird.
• Removes that bird from general availability for other buyers.
• Is deducted from the final purchase price when the sale is completed.

3. Deposit Refunds When You Change Your Mind

We understand that circumstances can change. If you decide not to proceed with your reserved parrot:

• Your reservation deposit is refundable if you notify us in writing (e.g. email or message) that you wish to cancel.
• You must contact us before the agreed collection or delivery date.
• The parrot must not have already been collected or delivered to you.

Where a deposit refund is approved:

• Refunds are normally processed using the original payment method.
• Any non-recoverable transaction or banking fees charged by the payment provider may be deducted from the refund amount.

4. Cancellations by Pure Feather Aviary

In rare cases, we may need to cancel a reservation or sale for welfare or other serious reasons (for example, if the bird becomes unfit for travel or rehoming, or if we believe the home is unsuitable). If we cancel a reservation or sale before the parrot leaves our care:

• Any deposit or payment you have made for that bird will normally be refunded in full.
• We may offer you the option to transfer the payment to another suitable bird, if available, but this is entirely your choice.

5. No Standard Returns for Live Parrots

Once a parrot has been collected or delivered and has left our care:

• We do not offer a standard “change of mind” return for live parrots.
• We do not accept returns simply because the bird’s personality, noise level, or behaviour is different to expectations.
• The long-term responsibility for the bird’s welfare rests with the new owner.

This approach helps minimise stress, movement, and instability for the bird, and reflects our commitment to responsible, lifelong homes.

6. Health Concerns After Collection or Delivery

Before leaving Pure Feather Aviary, each bird is observed and checked to the best of our ability. However, parrots are live animals and can be sensitive to:

• Stress from travel and new environments.
• Changes in diet, temperature, or handling.
• New household routines and surroundings.

If you have immediate concerns about your bird’s health after collection or delivery:

• Contact a qualified avian veterinarian as soon as possible.
• Inform us promptly so we are aware and can note the issue for our records.

Where UK law grants specific consumer rights in relation to misrepresentation or serious health issues, we will review each case carefully and act in line with those legal requirements. Any request for a refund on health grounds must be supported by a written report from a qualified avian vet within a reasonable time frame.

7. Behavioural & Training Issues

Parrots are intelligent, emotional birds. Their behaviour depends on:

• Environment, handling, and routine.
• Social interaction and enrichment.
• Training, patience, and consistency from the owner.

We cannot offer refunds for:

• Biting, screaming, nervousness, shyness, or other behavioural traits.
• Difficulty in bonding with the bird.
• Lack of progress with training or talking.

8. Rehoming Support (Non-Refund Option)

If, at any point in the future, you are genuinely unable to care for your parrot, please contact us. While we cannot guarantee to take every bird back into our aviary, we may:

• Offer advice on responsible rehoming options.
• Help share your rehoming request within our network, if appropriate.
• Discuss any possible arrangements on a case-by-case basis.

Any assistance with rehoming is provided without a guarantee of refund or buy-back, and is focused primarily on the bird’s welfare.

9. Non-Transferable Payments

Unless otherwise agreed in writing:

• Payments made for a specific bird are linked to that individual bird only.
• Transferring a payment to another bird is at the discretion of Pure Feather Aviary.

10. How Refunds Are Processed

When a refund is approved under this policy:

• Refunds are usually made using the original payment method.
• Processing times may depend on your bank or payment provider.
• Any deductions (such as non-recoverable transaction fees) will be clearly explained.

11. Your Legal Rights

Nothing in this Refund & Returns Policy is intended to remove or limit any rights you may have under UK consumer law. In the event of any conflict between this policy and applicable law, the law will take priority.

12. Policy Updates

We may update this Refund & Returns Policy from time to time to reflect changes in our practices, in animal welfare guidance, or in UK law. The most recent version will always be available on our website.

13. Contact Us

If you have any questions about this Refund & Returns Policy, or wish to discuss a specific situation, please contact:

Pure Feather Aviary
United Kingdom