Refund policy

Return and Exchange Eligibility:
- We do not offer exchanges for color variations or other non-defective reasons. Exchanges are available solely for items that have arrived defective.
- To be eligible for an exchange, you must provide a video showing the unboxing of the item. This video must be continuous and uncut, clearly showing the defect upon first opening.
- The video must be submitted to our customer service team within 24 hours of receiving the parcel. Requests for exchanges made after this timeframe will not be considered.

Exchange Process:
1. Upon receiving your uncut opening video within the specified timeframe, our team will review the evidence of the defect.
2. If the defect is confirmed, we will process an exchange for an identical item, ensuring that the replacement product is free from defects.
3. Further instructions for returning the defective item and receiving the replacement will be provided by our customer service team.

We appreciate your cooperation and understanding of our policy to ensure a smooth exchange process. If you have any questions or require clarification, please do not hesitate to contact us or any return question at support@pastelparrots.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@pastelparrots.com.