Refunds & Returns Policy

1. Our Bespoke Guarantee

The majority of our products are uniquely tailored, bespoke, or personalised to your specific order. Under consumer protection regulations, these items are exempt from the right to cancel or return unless they are defective or do not match the agreed description. By purchasing a bespoke item, you acknowledge that all sales are final.

We want all customers to be 100% happy with their order, so if you have any issues please get in touch.

2. 30-Day Return Window

For any non-personalised or "ready-to-ship" items, we offer a 30-day return window from the date you receive your order. If 30 days have passed since delivery, we unfortunately cannot offer you a refund or exchange.

3. Return Conditions

To be eligible for a return, your item must meet the following criteria:

• Product Condition: New only. The item must be unused and in the same condition that you received it.

• Method: All returns must be sent by post.

• Return Labels: The customer is responsible for the cost of the return shipping label and postage.

• Restocking Fees: There are no restocking fees for eligible returns.

4. Damaged or Defective Items

We are committed to quality. If your product (including bespoke items) arrives damaged, defective, or does not match your customisation, please contact us within 7 days of delivery.

Email: hello@birdhouse197.com

Please include your order number and supporting evidence, such as photos, so we can resolve the issue promptly with a replacement or refund.

5. How to Start a Return

For non-bespoke items, please email us at hello@birdhouse197.com to notify us of your intent to return. We will provide you with the correct return address. We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items.