We strive to achieve 100% customer satisfaction by providing top quality products. We realize, however, that sometimes an item is not exactly what you expected. If you wish to return an item within 30 days of your purchase, you may do so and receive a refund of the purchase price. You must obtain a return authorization before any product is returned. All returned items must be unused in original condition and original packaging. Personalized items may not be returned or exchanged. A 20% restocking fee will apply to returned products. Packaging and shipping charges are not refundable. Returns shipped C.O.D. or postage due will not be accepted. If you return an item that qualified for free or reduced shipping, any shipping savings will be deducted from the refund amount. If actual shipping charges were higher than that which you paid on your order, we will deduct the total (actual) amount of shipping from the refund amount. If we incurred a handling fee from the manufacturer to ship your order, the handling fee will also be deducted from your refund. If you wish to return an item, please contact us by e-mail: email@example.com. Please provide us your name, order number, and the item you wish to return. We will then issue you an RMA number that must be written on the return shipping label. Please insure and track any returned packages. Credits will be made upon receiving and examining returned items. Unauthorized returns or items returned used, damaged, or not in their original condition and packaging may result in a delayed refund, partial refund, in-store credit, or refusal of the returned items.
Damaged, Defective & Missing Items PolicyIf you have received an item that has been damaged, is defective or are missing items from your order, contact us by e-mail: firstname.lastname@example.org within 5 business days of receipt. Keep all items, boxes, and packing material shipped to you for inspection. You will need to provide us a description of the damage to the item as well as the condition of any packaging. We may request a digital picture of the damage. In the event that an order contains damaged or defective items for which a customer does not wish a replacement, the customer will be responsible for returning the items according to the return policy. For missing items, please make sure you have removed all packing material from the shipping box to confirm that the item was not hidden from view. Sometimes small items such as books are shipped inside other items to protect them during shipping. If your order required multiple boxes to ship, it may be helpful to check the tracking information to confirm that all packages have been delivered. The missing item tracking procedure typically takes 7-14 business days to complete and consists of an inventory level verification, package weight verification, and carrier investigation. You may or may not be contacted by the package carrier (i.e. UPS, FedEx) during this time.
Order Cancellation Policy
All orders are automatically processed on our secure merchant processor and sent for shipment as soon as they are placed. During this process we incur irreversible fees. Therefore, while we understand that orders might need to be changed sometimes, we are unable to do it free of charge after a certain point. We strictly adhere to the following cancellation policy:
• If you cancel your order BEFORE it has been shipped, you will be assessed a 10% cancellation fee before credit is issued.
• If you cancel your order AFTER it has been shipped or the SAME DAY that it ships, please follow our Return Policy. The cancellation will have to be treated as a Return with all applicable fees.
• Orders which are REFUSED AT DELIVERY will be assessed all of the applicable fees listed above - including restocking, cancellation and other applicable fees.
• If you do not receive a confirmation that your order has been cancelled, then we did not receive your request. It is your responsibility to ensure that we receive your request to cancel your order.
Bird Sanctum is not responsible for incorrect addresses or extra charges that may occur from changing an address once it has already shipped. If you provided an incorrect address at checkout or request an address change once your order has shipped, you will be responsible for any additional charges that may occur.