JB L.
Inadequate customer service for UK purchasers (it's via a US (PST time zone) phone No. No Returns despite following the Returns instructions.
Be careful - Inadequate/no customer service for UK purchases. No way of contacting Birdfy if in the UK. It is just a web page but operations in California with a phone No for US and their time zone (PST) plus a seemingly unmanned email account. I bought a bird table feeder/camera(£179) as a present for my Dad for Christmas but he has become ill, needs to move house and didn't want it. It was unopened. There is no straightforward/standard Returns process. You have to email a Birdfy support email to request a Returns label and instructions, await those, ship at own cost, email the tracking number and then if you are lucky and they reply and do any of that it's at their discretion whether to refund. I emailed asking for return instructions and label a week ago (on 3 January) and a week later despite email follow ups, neither have been forthcoming. I received an email from Netvue (I was expecting Birdfy reply since that was the email given) that went straight into my junk. It asked for photos of the boxes and confirmation of my details and address. An odd, clunky system. I did that and have had no response despite following up. £179 spent and no apparent Returns system but this is not clear on the website. I would not recommend if you are in the UK unless perhaps through Amazon but check the Returns policy. If it says you have to email a Birdfy support email address first, I would leave it. I wish I had read reviews via this platform before buying rather than just the Birdfy website. Looking now, I see that there are other unhappy customers. I just hope Birdfy will make an effort to try and turn this around by a) responding to me and b) resolving the return and refund request for this unused, unopened, very expensive Christmas present. ................. Birdfy have since responded (12/1) as below but the communication I have received from Netvue sets out the following process for the Returns 'Next steps': "We will provide a prepaid return shipping label for your convenience. To initiate the process, please follow these steps: Make the Payment: Please make a payment of £5.00 to cover the label fee via PayPal to our account: [****]netvue.com **Kindly make sure you note in the payment information: Product Return Send Us the Proof: Once the payment is completed, please reply to this email and provide us with: A screenshot of the payment confirmation. The email address linked to your PayPal account used for the payment. Receive Your Label: After we verify the payment has been received, we will email you the return shipping label along with a detailed return guide. Thank you for your cooperation. This process helps us expedite the return for you." ----- If this email is genuine, it puts unduly burdensome steps in the way of a genuine and good faith customer obtaining a basic returns label for an unused return product. I don't have a Paypal account and can't set one up just for this return. Providing evidence of the payment made with screenshots of the account and payment, is unheard of. The worst ever retail Returns experience I have had and I am still no closer to obtaining a Returns label. That is before actually posting back the item and then actually being refunded. It is looking unlikely, especially judging by a similar review from someone else before mine. I hope that Birdfy/Netvue will reconsider the necessity of all these unreasonable and impracticable steps and simply send me a Returns label like any standard, fair retailer. The postage cost (£5) can be deducted from the final refund if they're that concerned.
Response from BirdfyJan 12, 2026
We’re very sorry for the frustration and worry this situation has caused, especially as the item was a Christmas gift. We sincerely apologize for the delayed responses and the confusion around our UK return process — this is not the experience we want any customer to have, and we understand how upsetting it feels when a return seems unclear or slow. To clarify, we do have an official return and refund procedure in place for purchases made through our website, and refunds are not discretionary; however, due to regional handling and email communication issues, your case was not followed up as promptly as it should have been. This is our fault, and we are actively working to improve response times and clarity for UK customers. Please rest assured that Birdfy is a legitimate brand, and we fully stand behind our products and customer rights. We would truly appreciate the opportunity to resolve this properly — please contact us again with your order number and the email address used for purchase, and our support team will prioritize your case and assist you through the return and refund as quickly as possible.