Refund policy

Returns Eligibility

Returns must be requested within 14 days of delivery. To be eligible, items must be:

• Completely unused and unworn
• In their original packaging with all tags attached
• In the exact same condition as received
• Accompanied by a valid receipt or order number

All returns must be physically delivered to our Marsaskala location at the customer's expense. Items returned without a prior return request will not be accepted.

Instant & App Delivery Orders

For website Instant delivery (daily 9am–11pm, including weekends and public holidays) and orders placed through delivery apps, please note:

• For a change-of-mind withdrawal, any extra cost above our least expensive standard delivery option is not normally refunded. Your statutory refund rights remain unaffected
• The customer is solely responsible for all costs and logistics associated with returning items to our Marsaskala location
• We do not offer free return pick-ups for express orders

Non-Returnable Items

For hygiene, safety, and operational reasons, the following items cannot be returned under any circumstances:

• Perishable goods — pet food, treats, supplements, flowers, and plants
• Pet hygiene products — shampoos, litters, and grooming accessories
• Custom & personalised items — special orders and bespoke products
• Hazardous materials — flammable liquids or gases
• Clearance & sale items
• Gift cards

DNA Testing Bookings

Need to change or cancel a DNA appointment? Please contact us with your booking reference. Consumers booking online normally have 14 days from entering the service contract to cancel without giving a reason.

If you expressly request an early start and then cancel, a proportionate charge may apply for work already provided where the legal conditions are met. The change-of-mind cancellation right ends after full completion only with your prior express agreement and acknowledgement. Refunds due following withdrawal are made within 14 days of your cancellation notice.

Your rights if the service is not provided correctly remain unaffected. See our DNA Testing Terms for the full details.

Electronic Equipment & Lighting

All electronic items including electronic toys, heating fixtures, and UV lamps are thoroughly tested before dispatch. Returns are accepted only for warranty-covered manufacturer faults.

Please note that heat bulbs and UV lamps are consumable items and are strictly excluded from warranty coverage. We cannot be held responsible for damage resulting from external electrical connections, power surges, or improper handling.

Damaged or Incorrect Orders

Please inspect your order immediately upon receipt. In the rare event of transit damage, you must:

1. Record clear video and photographic evidence of both the damaged item and the original packaging
2. Send this evidence to returns@birdsmalta.com within 12 hours of receiving your order

Upon verification, we will determine whether to issue a direct refund or request the physical return of the item. If a return is required, initial return shipping costs are covered by the customer and will be fully credited back once the return shipping receipt and tracking number are verified.

Delivery Access & Unclaimed Orders

Ground-floor delivery: Orders are delivered to the ground-floor entrance of the delivery address unless a different arrangement has been agreed with us in advance. Please meet your courier there. If you need assistance or have specific access requirements, contact us before ordering so we can discuss the arrangements.

Unclaimed orders: Please make sure someone is available to receive your order, or collect it within the courier’s notified collection period. If an order is unclaimed and returned to us because it could not be received or collected, the delivery charge already paid will not normally be refunded, as the delivery has been attempted. This does not apply where a refund is required by law or the return is due to an error by us or the courier.

Please contact us if you need to cancel or rearrange a delivery; not receiving or collecting an order does not by itself notify us of a cancellation. Your statutory withdrawal, cancellation and faulty-goods rights remain unaffected. Where you validly exercise a statutory right of withdrawal, we refund the standard outbound delivery charge as required by law.

Refunds & Exchanges

Once your return is received and inspected, we will notify you of the outcome. If approved:

• Refunds are processed within 7–10 business days to your original payment method
• Please allow additional time for your bank or card provider to post the refund
• If more than 15 business days have passed since approval, please contact us

For exchanges, we recommend returning the original item and placing a new separate order once the return is approved — this is the fastest way to get exactly what you need.

Store Credit Rewards & Refunds

Eligible paid website orders in EUR earn 1.5% store credit on orders below €100 or 3% store credit on orders of €100 or more, based on the whole-order merchandise total after discounts. Credit is added automatically to your customer account once your order is delivered or collected. Delivery charges and gift-card purchases do not earn credit; gift-card value still counts towards the tier threshold. The amount shown in your cart is an estimate, not credit already issued.

Your store credit never expires and can be used on future BirdsMalta.com purchases. These rewards are store credit, not an immediate percentage discount at checkout or a cash refund.

Cancelled or refunded orders are reviewed and may affect reward eligibility. If an order that earned credit is later returned or refunded, the related promotional reward may be recalculated and unspent reward credit adjusted after review. We will contact you if the reward has already been spent; it will not automatically be deducted from a statutory refund.

Rewards are held as store credit in your customer account for future BirdsMalta.com purchases, not as a cash refund. Sign in at checkout to use your available balance. Refunds for purchases paid partly with store credit are handled according to the original payment components and applicable law.

Store-credit rewards do not replace or reduce your statutory return, refund or faulty-goods rights. Where a refund is legally due, we use the original payment method unless you expressly agree to another method.

Contact Us

Our team is here to help. Reach us via:

• 📧 Email: returns@birdsmalta.com
• 📱 Phone & WhatsApp: +356 7711 5222