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Refunds & Returns

No seller can offer a refund past 14 days of you receiving your item. However, sellers may have their own return policy, which you can view on their shop page, or on the product page itself. For example, some sellers may offer returns whilst others do not.

How do I cancel my order?

You can only request to cancel your order prior to receiving email notification that your item has not been dispatched. If your item has been dispatched or has been delivered, you can request a refund instead.

 To cancel an order please log in to your account and visit ‘My Orders’. On the appropriate order please click ‘cancel’. Please then fill in the appropriate details.

The seller can then either ‘approve’ or ‘decline’ your cancellation request. You will receive email notification of their response.
If they ‘approve’ your cancellation request, then nothing else is needed to be done; you will receive a refund for the full amount automatically.
If they ‘decline’ your cancellation request this may be for a number of reasons:

• The item was made uniquely for you and has already been made by the seller at a cost to them.

• The seller has dispatched the item already but has not updated the order status to inform you of this (if this is the case, once the seller updates their order status to 'item dispatched', you can request a refund instead).

If you wish to query this with the seller, please sign in to your account and visit your 'Orders' page. Choose the order in question and at the top of the page you can send the seller a message.

How do I request a refund/return?

You can only request a refund/return once you have received email notification that your order has been dispatched or that your order has been delivered.

To request a refund/return please login to your account and visit ‘My orders’. On the appropriate order, please click ‘refund’. Please fill in the details and leave a comment for the seller to read. If you would like to, a file can be uploaded and sent to the seller as well, such as a photo of the item broken, or missing parts etc.

The seller has 48 hours to respond to this request. Please use the messaging facility within your refund & return page to discuss the refund with the seller. Once you come to an agreement on the outcome of the request, the seller will confirm this via email. There are 6 results of a refund/return request that can be reached:

1.Refund Only

This is when buyer and seller agree to just a refund only. The seller will automatically refund the buyer. No return/replacement is necessary. Only a refund will be initiated.
Note: the buyer has 16 days to request a refund from the date the item was delivered. When this time has lapsed, refunds and returns are then not possible.

2.Refund & Return (1)

With this option the buyer will pay the return postage costs without the seller having to reimburse them. For example, this may be due to buyer’s remorse, i.e. there is nothing wrong with the item but the buyer no longer wants it.
From the moment the seller confirms this, an email will be sent to the buyer notifying them that they have 14 days to return the item back to the seller. On the 15thday, tigerparrot will email the seller to confirm that they received the item fine. On the 16thday, if all is well, we will refund the buyer.
Note: seller’s set their own return policies. However, it is law that seller’s allow returns on items that were:

• Not delivered

• Not delivered on time so item is now useless

• Not arrived as described

All buyers have 16 days to request a refund and return from the point the item was delivered. Buyers have 14 days to return the item back to the seller once a return is agreed.

3.Refund & Return (2)

With this option the buyer will pay return postage costs but the seller will reimburse the buyer of these postage costs when they receive the returned item. Note: it is law for the seller to pay the buyer’s returned postage costs if the seller and the buyer agreed that the item was:

• Not delivered

• Not delivered on time so item is now useless

• Not arrived as described

From the moment this is confirmed, an email will be sent to the buyer notifying them that they have 14 days to return the item back to the seller. On the 15thday, tigerparrot will email the seller to confirm that they received the item fine. On the 16thday, if all is well, we will refund the buyer. The seller will reimburse the buyer of their postage costs via bank transfer no later than 16 days from the date the buyer receives the confirmation email of option refund & return (2).

4.Replace Item

With this option the buyer and seller will agree that a refund & return is not required. Instead, the item can be replaced with another one. Please use the messaging facility within the refund page to discuss and agree this.
With this option, no refund will be initiated. Seller will send the replacement item to the buyer based on the delivery schedule you both agreed via the messaging facility.

5.Withdraw Refund Request

This is an option only the buyer can initiate. This may occur because the buyer and seller have had a discussion via the refund messaging system and the buyer chooses they no longer want a refund. This will cancel the refund request.

6.Escalate to Tigerparrot

Both buyer and seller have this as an option. We encourage buyers and sellers to communicate through the messaging system in order to come to an amicable and reasonable resolution. However, if a refund/return request cannot be resolved, then you can escalate to tigerparrot.

Escalating to Tigerparrot

Tigerparrot will only look at an issue if it concerns the following:

• Product not delivered

• Product not delivered on time so item is rendered useless

• Product arrived not as described

Product Not Delivered:

This occurs when a buyer places an order and submits payment, but does not receive the item. Examples of non-delivery cases include:

• An item was never sent.

• An item was sent to an address that is not on the receipt.

• There is no proof that the item was delivered to the town/county & postcode.

Product Not Delivered On Time So item Is Rendered Useless

The following details must have occurred for tigerparrot to become involved:

• The item(s) were ordered for a specific date or event.

• A deadline was agreed upon by the buyer and seller.

• The item(s) are rendered useless after that date.

Product Arrived Not As Described:

The product is materially different from the seller’s listing description and photos. Some examples include:

• The item received is a different colour, model, version, or size.

• The item has a different design or material.

• The item was advertised as authentic but is not authentic.

• The seller failed to disclose the fact that an item is damaged or is missing parts.

• A buyer purchased three items but only received two.

• The condition of the item is misrepresented. For example, the description at the time of purchase said the item was "new,” and the item is "used”.

If an item is materially similar to the seller’s listing description and photos, it would not be eligible for a ‘Product Arrived Not As Described’. Here are a few examples of what would not qualify:

• The defect in the item was correctly described by the seller.

• The item was properly described but the buyer simply did not want it after they received it.

• The item was properly described but did not meet the buyer’s expectations.

• The item has signs of wear and was correctly described as "used” in condition.

• The item was damaged during shipment.

Ineligible Transactions

Some transactions on tigerparrot will not qualify to be escalated. Some may violate tigerparrot’s terms and conditions. Some examples include:

• Items that are purchased in person

• Intangible items, including services

• Prohibited items on Tigerparrot (see terms and conditions)

• Transactions where payment is not made via tigerparrot’s checkout system

• Items that are returned without a return agreement

• Items that have been used, worn or washed after receiving

• Physical or tangible items that are not available for return

• Items that are received after the agreed-upon delivery date due to shipping delays

• Cost of delivery disputes

Termination date to Escalate to Tigerparrot

Once eligible, buyers and sellers have 30 days to Escalate to Tigerparrot from the point the item was delivered.


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