Refund policy

Last updated: September 9, 2026

Thank you for shopping with Petsfella. We want you to be satisfied with your purchase. This policy explains when products may be returned, exchanged, replaced, or refunded.

Nothing in this policy limits any mandatory rights or remedies available to consumers under applicable law.

Return Requests

Unless a different rule applies to a particular product, please contact Petsfella within 7 business days after delivery if you would like to request a return.

Once a return has been approved, the product must normally be returned to us within 30 calendar days after delivery.

Please contact us before sending any product back so that we can provide return instructions and, where applicable, a Return Merchandise Authorization (“RMA”) number.

Returns sent without prior authorization may be delayed or refused, except where applicable law provides otherwise.

Return Conditions

To be eligible for a standard return, products must generally be:

• unused;
• in resalable condition;
• complete with all parts, accessories, manuals, and components;
• in the original packaging where reasonably possible; and
• accompanied by proof of purchase.

Products that have been materially used, altered, modified, damaged after delivery, or returned incomplete may not qualify for a refund.

Change-of-Mind Returns

If you return a product because you changed your mind, selected the wrong size, no longer need the product, or for another reason that is not caused by a defect or error on our part:

• return shipping costs are generally your responsibility;
• original shipping charges are generally non-refundable; and
• an applicable restocking fee may apply as described below.

Please ensure that return shipments are appropriately packaged. The customer remains responsible for the return shipment until it reaches us.

We recommend using a trackable shipping service for higher-value returns.

Restocking Fees

A restocking fee of up to 25% may apply to eligible non-defective returns involving products that are:

• large or bulky;
• specially handled;
• opened;
• difficult to repackage or resell; or
• subject to additional inspection or handling.

Any applicable restocking fee will be communicated to you during the return authorization process.

No restocking fee will be charged for products confirmed to have arrived defective, materially damaged, incomplete, or incorrect due to an error by Petsfella.

Bird Cages, Stands, Carriers and Large Products

Bird cages, stands, carriers, and other large products should be inspected carefully before assembly.

Products that have been assembled, materially used, modified, damaged after delivery, or are no longer in resalable condition are generally not eligible for a change-of-mind return.

This does not affect your rights where a product:

• arrived defective;
• was materially damaged during delivery;
• was incorrectly supplied;
• was missing parts; or
• is otherwise subject to mandatory consumer rights under applicable law.

If you discover a damaged or defective cage or component, please contact us promptly and provide photographs where reasonably possible.

Depending on the circumstances, we may provide:

• replacement parts;
• replacement merchandise;
• a refund; or
• another appropriate remedy.

Bird Food, Treats and Supplements

For health, hygiene, safety, and product-integrity reasons, bird food, treats, supplements, and other ingestible products are generally final sale.

However, we will provide an appropriate remedy where a product:

• was expired when delivered;
• arrived materially damaged;
• arrived with compromised or defective packaging;
• was the wrong product due to our error;
• is subject to a product recall; or
• must otherwise be returnable or refundable under applicable law.

If you would like to confirm the expiry date of a particular food, treat, or supplement before purchasing, please contact us before placing your order.

Damaged, Defective, Incomplete or Incorrect Orders

Please inspect your order within a reasonable period after delivery.

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us as soon as possible and provide:

• your order number;
• a description of the issue; and
• photographs of the product and packaging where reasonably possible.

Please keep the product, shipping box, and packaging until we advise you otherwise, as these materials may be needed for a carrier or manufacturer claim.

After reviewing the issue, we may offer:

• replacement parts;
• replacement merchandise;
• a refund;
• repair where appropriate; or
• another suitable resolution.

For confirmed defects, shipping damage, missing items, or incorrect products caused by Petsfella, we will not charge a restocking fee.

Exchanges

Eligible products may be exchanged subject to availability.

For exchanges requested because of a change of mind or incorrect selection, the customer is generally responsible for applicable return shipping costs and any additional shipping charges for the replacement product.

If the exchange results from a defective, damaged, incomplete, or incorrect product, we will determine an appropriate resolution after reviewing the issue.

Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

If a refund is approved, it will normally be issued to the original payment method.

The time required for the refund to appear in your account may vary depending on your bank, credit-card issuer, PayPal, or other payment provider.

Where applicable, approved deductions such as return shipping charges or an authorized restocking fee may be deducted from the refund.

Original Shipping Charges

Original shipping charges are generally non-refundable for change-of-mind returns.

Where the return results from a confirmed defect, shipping damage, an incorrect product, or another error by Petsfella, we will provide an appropriate remedy consistent with applicable law.

Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate cancellation requests, but we cannot guarantee that an order can be cancelled once processing or fulfillment has begun.

Once an order has shipped, it normally cannot be cancelled. If the product is eligible for return, you may request a return after delivery in accordance with this policy.

Items That Cannot Normally Be Returned

Subject to applicable law, the following are generally not eligible for a change-of-mind return:

• bird food, treats, supplements, and other ingestible products;
• assembled or materially used bird cages or large products;
• products that have been altered or modified;
• products damaged after delivery;
• incomplete products;
• products that are no longer in resalable condition; and
• items specifically identified as final sale.

This list does not remove any rights you may have if a product is defective, damaged, incorrect, recalled, or otherwise covered by mandatory consumer protection laws.

Contact Us

To request a return, report a damaged or defective product, or ask about a refund, please contact:

Petsfella
7908199 CANADA INC.
Email: info@petsfella.com
Toll-Free: 1-888-526-5826

Please include your order number whenever possible.