Refund policy

Effective Date: January 03, 2026

At BirdsMalta.com™, we strive to ensure complete customer satisfaction. Please review our comprehensive policy carefully before making a purchase. By purchasing from BirdsMalta.com™, you agree to this Returns & Refund Policy.

Returns Eligibility & General Process Returns must be requested and returned to us within fourteen days of delivery. Items must be completely unused, unworn, in their original packaging, and in the exact same condition you received them with all tags attached. A receipt or order number is strictly required to process any return. All returns must be delivered to our shop location in Marsaskala at the customer’s expense. Items sent back to us without first requesting a return will not be accepted.

Express Delivery Returns There is an important rule regarding our express delivery and app orders. If your order was delivered via our one-hour express delivery, Wolt, or Bolt Food, the original express delivery or courier fees are completely non-refundable. You are solely responsible for all costs and logistics associated with physically returning the items to our Marsaskala location. We do not provide free return pick-ups for express orders.

Non-Returnable & Exempt Items For hygiene, safety, and operational reasons, certain types of items cannot be returned. These include perishable goods like pet food, treats, supplements, flowers, or plants, as well as pet hygiene products such as shampoos, litters, and grooming accessories. We also do not accept returns on personal care and custom goods like special orders, personalized items, and beauty products, or hazardous materials including flammable liquids or gases. Avian DNA Testing Services results are accurate and non-refundable once testing commences. Finally, we cannot accept returns on clearance sale items or gift cards.

Electronic Equipment & Lighting Exclusions Electronic items such as electronic toys, heating fixtures, and UV lamps are tested before dispatch. Returns are only accepted for warranty-covered manufacturer faults. Heat bulbs and UV lamps are strictly excluded from any warranty. These are delicate, consumable items, and we cannot be held responsible for damage caused by external electrical connections, power surges, or improper handling.

Damages & Issues Please inspect your order upon reception. Items are only eligible for a damage-related return in the rare event that they sustain damage during transit. To initiate a claim, you must provide clear video and photographic evidence of both the damaged item and the original packaging. This evidence must be sent to returns@birdsmalta.com within twelve hours of receiving your order. Upon verification, we will determine whether to issue a direct refund or require the physical return of the item. Should a return be necessary, the shipping costs must initially be covered by the customer. These costs will be fully credited back to you once we verify the return shipping receipt and tracking number.

Refund Processing & Exchanges We will notify you once we have received and inspected your return. If approved, refunds are processed within seven to ten business days and issued automatically to your original payment method. Please remember it can take some time for your bank or credit card company to post the refund. If more than fifteen business days have passed since approval, please contact us. For exchanges, the fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Contact Us If you need help with a return, you can contact us via email at returns@birdsmalta.com, or reach us by phone and WhatsApp at +356 7711 5222.