Returns & Refunds

Last updated: August 10, 2026

 

 

OVERVIEW

 

We want you and your pets to be happy with what you order from Birdfz. This Returns Policy explains how returns and refunds work, including your legal right of withdrawal as a consumer in the European Union.

 

 

SECTION 1: YOUR RIGHT TO RETURN AN ITEM

 

As a consumer purchasing from within the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. This period starts on the day you, or someone you designated, receives the goods.

 

 

SECTION 2: HOW TO START A RETURN

 

To start a return, please contact us at support@birdfz.com within the 14 day withdrawal period, letting us know which order and items you would like to return. We will confirm your return and let you know how to send the item back to us.

 

Once you have informed us of your withdrawal, you must send the item back to us without undue delay, and in any case within 14 days of letting us know.

 

 

SECTION 3: CONDITION OF RETURNED ITEMS

 

To be eligible for a full refund, items should be:

 

Unused and in the same condition you received them.

In their original packaging where reasonably possible.

Accompanied by proof of purchase, such as your order confirmation.

 

You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to check the nature and condition of the item.

 

 

SECTION 4: RETURN SHIPPING COSTS

 

The direct cost of returning goods to us is your responsibility, unless the return is due to a defect, damage, or an error on our part, in which case we will cover the return shipping cost.

 

 

SECTION 5: REFUNDS

 

Once we receive and inspect your returned item, we will notify you of the status of your refund. If approved, we will refund the full purchase price, including the original standard delivery cost, within 14 days of receiving the returned item or, if earlier, within 14 days of receiving evidence that you have sent the item back. Refunds are issued to the same payment method used for the original purchase.

 

 

SECTION 6: EXCHANGES

 

If you would like a different product instead of a refund, please contact us at support@birdfz.com and we will do our best to help arrange an exchange, subject to availability.

 

 

SECTION 7: DAMAGED, DEFECTIVE, OR INCORRECT ITEMS

 

If you receive an item that is damaged, defective, or not what you ordered, please contact us at support@birdfz.com as soon as possible with photos where relevant. In these cases, we will cover the cost of return shipping and offer a replacement, repair, or full refund, in line with your statutory warranty rights.

 

 

SECTION 8: CONTACT INFORMATION

 

If you have any questions about returns or refunds, please contact us:

 

Birdfz (Van Haalen Detailhandel B.V.)

Julianaplein 174, 6641CT Beuningen, Netherlands

KvK number: 99139162

Email: info@birdfz.com or support@birdfz.com