Refund and returns

01The short version

The rest of this page explains each of those.

02Check your parcel at delivery

Before the courier leaves, check that:

• The outer packaging is not torn, crushed or wet
• The jars inside are sealed and the seals are unbroken
• The batch date on each lid is readable
• You received what you ordered, in the pack sizes you ordered

If anything is wrong, take a photograph before opening anything else and message us on WhatsApp 01813-323535 the same day.

03What you can return

You may return a product for a refund if, within [CONFIRM: return window, for example 7 days] of delivery, it is:

• Unopened, with the factory seal intact
• Undamaged, with its label and batch date readable
• Still well inside its date

04What you cannot return

We cannot accept a return if:

• The seal is broken or the jar has been opened. This is bird food. Once a container has been opened we cannot verify how it was stored, so it can never be sold again. This applies to every formula.
• The product has been repacked, decanted, or mixed with anything
• The batch date or label has been removed or defaced
• The return window has passed

This does not apply to the next section. A damaged, wrong or out-of-date product is covered whether or not it has been opened.

05If it arrives damaged, wrong, or out of date

Then it is our problem, not yours.

1. Photograph the parcel, the jar, and the batch date on the lid
2. Message the photographs to WhatsApp 01813-323535 within [CONFIRM: reporting window, for example 48 hours of delivery]
3. We confirm within [CONFIRM: for example one working day]
4. We send a replacement at our cost, or refund you in full — your choice

You do not pay return courier charges in this situation.

06How to start a return

1. Message WhatsApp 01813-323535 with your order number, what you are returning, and why
2. We confirm the return and give you the return address
3. Send the item back with the seals intact and the packaging it arrived in
4. We inspect it on arrival and process your refund

Who pays the return courier: [CONFIRM: who pays when the customer simply changed their mind. Standard practice is the customer pays for a change of mind and Shada pays when the fault is ours.]

07How and when you get your money back

Refunds go back by the same method you paid with. If you paid by bKash the refund goes to that bKash number. We do not issue store credit instead of a refund unless you ask for it. We process refunds within [CONFIRM: refund window, for example 7 working days] of receiving and approving the returned item. Any charge for issuing the refund is ours, not yours. These timings follow the Digital Commerce Operation Guidelines 2021 issued by the Ministry of Commerce.

08If your order never arrives

If we fail to deliver within the time set out in our Shipping policy, you can cancel and we refund you in full, by your original payment method, within [CONFIRM: for example 7 working days] of your cancellation.

09Cancelling before dispatch

Message us before the parcel is handed to the courier and we will cancel it and refund you in full. Once it is with the courier the return process above applies instead.

10Your legal rights

Nothing on this page reduces your rights under the Consumer Rights Protection Act, 2009. If we cannot resolve a complaint, you may take it to the Directorate of National Consumer Rights Protection (DNCRP).

11Contact us

Write to shadabirdfeed@gmail.com, message WhatsApp 01813-323535, or post to Shada Bird Feed, NS College Road, Borgacha, Jolar Par, Kathere Bridge, Natore Sadar, Bangladesh.