We want to make sure you are entirely satisfied with your order whether you are a new or a regular customer. However, there are inevitably occasions when goods may need to be returned and/or replaced. We've set out below what you need to do in these circumstances, but as with anything else please just give us a call if you are unsure of anything.
Cancelling or amending your order
Please contact us by phone or drop us an e-mail as soon as possible and we will do our best to sort this for you. Please note that it may not be possible to cancel delivery of the original order (i.e. if the wheels are literally already in motion), so the sooner you contact us the better. If it is indeed too late to cancel the order, don't forget you have the right to return unwanted orders to us, within the 14 day cooling off period.
Returning of unwanted goods
Under the Consumer Contracts Regulations 2013 (formerly the Distance Selling Regulations), for purchases by phone or online, you are entitled to a full refund if your request is made a) in writing and b) is received by us within 14 calendar days of receipt of the goods (i.e. the 'cooling-off period'). You can either let us know by letter or e-mail.
We just ask that all items are returned in the condition you received them in and are suitably well packaged and returned to us, at your own cost. You therefore accept any risk of loss/damage when returning the goods. We recommend you consider taking out enough postal insurance to cover their value. Please enclose your contact details and a brief covering note, so we know who you are and which order it relates to.
On receipt of the goods, we are obliged to process your refund/replacement within 14 days, though we will always endeavour to sort your refund before then. Please note we reserve the right to deduct from the refund any charges necessary for the repair or cleaning etc of any goods returned, not saleable as new.
If we send out a subsequent order, then you will incur delivery costs for that order in the usual way. This is because we will be charged by our carrier for all deliveries and collections.
Please note we are unable to accept the return of the following:
1) Feeds where the bag or airtight container has been opened.
2) Live feeds (eg live mealworms).
3) Products with a shelf life of less than 28 days.
4) Any products which become mixed inseparably with other items after their delivery.
This cancellation policy does not affect your rights when we are at fault – for example, if the product is damaged, faulty, or not as described (see section below on damaged/faulty goods).
Damaged / faulty goods and incomplete or incorrect orders
We take care packing every order to make sure it matches what was ordered, is undamaged, in working order and that the correct number of items are included. We keep a photographic record of the full order before packaging it, as part of our internal checks. However, whenever humans are involved, mistakes can occur on occasion! If this does happen, please accept our apologies and let us know by phone or e-mail as soon as possible, so we can aim to resolve the situation as quickly as possible.
For goods which appear to have a fault with them, the basic procedure is as follows:
1) Please let us know by phone or email, as soon as you can (we may be able to resolve the issue without you needing to return anything)
2) If it appears the goods are indeed faulty, please send them back to us (see below for returns address), with their original packaging intact as far as possible.
3) Once we have received the returned goods (and have ascertained them to be genuinely faulty) we can then arrange for an exchange or refund, depending on your preference:
a) Exchange - we will send you a replacement item(s) and will refund you the reasonable costs you incurred in returning the faulty goods to us
b) Refund - we will refund you the full value of the faulty goods, including any delivery costs you were originally charged for (or a reasonable proportion of such delivery costs, if your original order included other items which you have not returned), plus the reasonable costs you incurred in returning the faulty goods to us.
Rivelin Wild Bird Food, Unit 2, Woodbourn Business Centre, Jessell Street, Sheffield S9 3HY