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Returns Policy

Last Updated: 1st October 2015

Decided you don't want a product?

Thats ok, our products bought online and delivered to your door have a 30 day money back guarantee. If you decide you don't want your product, just log in and file a return request in your online account. We will then arrange to collect your item and once received we will refund the amount you paid including the original delivery charge applicable to sending the product. There are some conditions to our 30 day money back guarantee;

  • -All returned items must be unused and arrive back to us in their original condition.
  • -You are responsible for the return postage cost but we will arrange for the collection and provide details of a drop off point close to you or can arrange to collect directly from you. The cost of the collection will depend on whether we collect from you directly or from a designated drop off point. Drop off points actually carry a cheaper cost and are in line with our own delivery costs. Drop off points also add flexibility so that you do not have to stay at home and wait for your return to be collected. Full details of our return costs will be disclosed within your returns notice once you have filed a returns request. Our return costs are calculated in just the same way our delivery costs are calculated. You will be able to choose the option that is best suited to you before we process your return.
  • -All approved refunds will be refunded in full including the original delivery charge minus the cost of collecting your item. If the item you are returning was part of a larger order and you are keeping some or all of the other items contained within that order the delivery cost refunded to you will be the amount you would have paid for the items that you are returning. This means the amount refunded may be less than the amount you paid for all the items you received.
  • -A returns label is required to be printed in order for us to collect your item. If you cannot print a returns label yourself we will need to send one to you before we can arrange for collection. The cost to do this via first class post is £0.64 and will also be deducted from the amount refunded to you.
  • -All items returned to us must be first notified to us using your online account. Items must be collected by us using the procedures detailed within this returns policy.

Faulty Items

If you have received faulty or damaged items, then firstly we apologise for this most uncommon situation and will arrange for a collection of the item from you immediately using the same process as above but with no cost to you. Upon receiving the item we will either refund in full or exchange the item for you free of charge. Just let us know what you would like to do.

If your item(s) arrived damaged please take photos where possible and please attach them to your return request in your online account.

Only goods agreed to be damaged or faulty on delivery will be approved for a full refund with free collection.

Exemptions

Some products may be exempt from our 30 day money back guarantee and such items will be cleary marked within the product listing.

Any product that has been paid for online but collected from us in person will not be included in our 30 day money back guarantee but you will still have the same rights as detailed in the Consumer Contracts Regulations (see below for more info).

Free Gifts & Discounts

If the order containing the product you are returning qualified for a free gift you will need to return the free gift with your undesired item. This does not apply to items you are returning for a refund or exchange that arrived damaged or faulty. Free gifts that would have been sent to you regardless of the item being contained in the order or not will not need to be returned either.

If your order contained a discount and the discount was only applied because of the item you are returning, your order may be recalculated once your return has been received and any amount owed may be deducted from the refund made to you.

Full details of terms & conditions relating to a return will be disclosed within your return notice and will need to be approved by you before a collection is arranged.

Consumer Contracts (Information, Cancellation & Additional Charges) Regulations

The following wording explains how the Consumer Contracts Regulations applies to your purchase on our website

Under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations you have the right to cancel your order for any item bought on this website for a full refund. This doesn't apply to:

  • -Items reserved for collection in person where they are paid for on collection.
  • -Goods made to the customers specification or are clearly personalised.
  • -Goods which are liable to deteriorate or expire rapidly
  • -Sealed Audio or Video Recordings, or computer software if unsealed after delivery
  • -Goods that becomes mixed inseparably (according to their nature) with other items after delivery.

To cancel an order, email customer services on info@congocockatoo.co.uk or use our simple to use contact form. Return Collection costs are your responsibility.

You can cancel anytime from placing your order up to the end of a period of 14 days after you take possession of the goods (or in the case of a multiple order, upon receiving the last part of the order).

Please take reasonable care of the goods as we are entitled to deduct an amount from the refund to reflect any loss in value of the goods supplied, if the loss is the result of unnecessary handling of the goods by you.

Please make it clear when you cancel that you are cancelling under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations.

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