Refunds and Returns Policy

Last updated: 22 July 2026

1. Australian Consumer Law comes first

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. Nothing in this Policy limits any right or remedy you have under that law.

Depending on the circumstances, a product that does not meet a consumer guarantee may entitle you to a repair, replacement, refund, cancellation or compensation for reasonably foreseeable loss. The available remedy depends on whether the failure is major or minor and on the requirements of the Australian Consumer Law.

2. Major and minor problems

A product may have a major problem if, for example, it is unsafe, substantially unfit for its normal purpose and cannot easily be fixed, materially different from its description or sample, or affected by a problem that would have stopped a reasonable consumer buying it had they known.

For a major failure, you may reject the goods and choose a refund or replacement, or keep the goods and seek compensation for the reduction in value, subject to the Australian Consumer Law. For a minor failure, we may choose to provide a free repair within a reasonable time. If we cannot or do not do so, further remedies may apply.

3. How to make a claim

Submit the claim through /pages/contact as soon as reasonably possible.

Provide the order number or other proof of purchase, a clear description of the problem and, where practical, photographs or video showing the issue and packaging.

Keep the product and packaging until we advise whether inspection, return, repair, disposal or another step is reasonably required.

Do not continue using a product that may be unsafe. Remove it from the bird’s enclosure where safe and seek veterinary assistance if a bird may have been harmed.

A receipt is helpful but is not the only acceptable proof of purchase. We may accept another reasonable record showing that the product was purchased from us.

4. Time limits

Australian Consumer Law rights do not automatically end after a fixed number of days. A remedy may remain available for the period a reasonable consumer would expect the product to last, having regard to its nature, price, representations and expected use.

Please report transit damage, a missing item or an incorrect item promptly, preferably within three business days, so evidence can be preserved and a carrier claim can be made. This preferred reporting period does not remove any right that cannot lawfully be excluded.

5. Return costs for faulty or incorrect goods

Where a product has a confirmed problem covered by the Australian Consumer Law, we will bear reasonable return costs. We may provide a prepaid label, reimburse reasonable postage, arrange collection for a large item, or use another suitable method. Contact us before incurring a substantial return cost so an appropriate method can be arranged.

If an inspection shows that the product is not faulty, was not supplied incorrectly and is not otherwise covered by a consumer guarantee, you may be responsible for reasonable inspection, return or redelivery costs, but only where permitted by law and disclosed before they are charged.

6. Change of mind

We are not required to provide a refund or replacement where you received what you ordered but simply changed your mind, found the product cheaper elsewhere, selected the wrong size or colour, or no longer need it.

At our discretion, we may offer an exchange or store credit for an eligible non-live product if:

you request approval through /pages/contact within 14 days after delivery or collection;

the product is unused, unassembled, unwashed, undamaged and in saleable condition with original packaging, labels, manuals, parts and accessories;

you provide proof of purchase; and

the product is not excluded under section 7 below.

You are responsible for change-of-mind return and redelivery costs. A reasonable restocking and handling deduction of up to 15% may apply to an approved voluntary return where we have incurred repacking, inspection, payment or restocking costs. We will tell you the deduction before accepting the return. No restocking fee applies to a remedy required by the Australian Consumer Law.

Do not return an item until we approve the voluntary return and provide instructions. Unauthorised returns may be refused and sent back at your reasonable cost.

7. Items excluded from voluntary change-of-mind returns

Unless required by the Australian Consumer Law, we do not accept change-of-mind returns for:

live birds or other live animals;

opened bird food, seed, treats, supplements or consumables;

used feeders, drinkers, hammocks, bedding, nesting products, grooming items or other hygiene-sensitive goods;

assembled, installed, altered, washed or used cages, aviaries, stands or accessories;

custom-made, personalised, specially ordered or cut-to-size goods;

clearance or final-sale goods where the listing clearly states that change-of-mind returns are unavailable;

gift cards or store credits, except where required by law; or

goods damaged after delivery through misuse, neglect, incorrect assembly, unsuitable storage, failure to supervise, ordinary wear or a bird’s normal chewing and destructive behaviour.

Sale, clearance and excluded items remain covered by the Australian Consumer Law if they are faulty or otherwise fail a consumer guarantee, except for a defect specifically disclosed before purchase.

8. Cancellations before dispatch

Request cancellation promptly through /pages/contact. If the order has not been accepted, processed, personalised, specially ordered or dispatched, we will generally cancel and refund it. We cannot guarantee cancellation after processing has begun. If already dispatched, the change-of-mind provisions apply unless the order is faulty, incorrect or otherwise covered by law.

9. Damaged, missing or incorrect orders

If an item arrives damaged, an item is missing, or the wrong item was supplied, submit details and clear photographs through /pages/contact as soon as reasonably possible. We will investigate and provide an appropriate remedy. You are not required to pay return costs where we supplied the wrong item or the goods fail a consumer guarantee.

10. Normal wear, consumable toys and misuse

Bird toys are designed for chewing, shredding, foraging and play, and many will be gradually damaged or consumed through normal use. Normal wear or destruction consistent with the product’s purpose is not necessarily a defect.

A remedy may not be available where the problem was caused by misuse, unsuitable product selection, lack of supervision, incorrect installation or assembly, unauthorised alteration, failure to follow instructions, poor storage, contamination after delivery or ordinary wear. This is assessed against the product, evidence and Australian Consumer Law rather than assumed merely because a bird damaged the item.

11. Live birds

We do not accept a live bird return merely because of change of mind, noise, normal mess, incompatibility that was not caused by a misrepresentation, failure to talk or breed, changed household circumstances, or failure to obtain a required permit.

If you believe a live bird was ill at transfer, was materially misdescribed or otherwise failed a consumer guarantee, contact us immediately through /pages/contact and arrange prompt assessment by a qualified avian veterinarian. Provide available veterinary findings and follow reasonable welfare and biosecurity directions while the matter is assessed.

Do not transport or return a live bird without prior arrangements. Any remedy or return process must protect the bird’s welfare and comply with applicable permit, movement, quarantine and animal welfare laws. Nothing in this section excludes Australian Consumer Law rights.

12. Refund method and timing

Approved refunds will ordinarily be made to the original payment method. We may request information reasonably needed to prevent fraud or complete the refund. Processing times after we issue a refund depend on the payment provider and financial institution.

Where an entire order is rejected because of a major failure or was not supplied, the refund will include amounts the law requires us to repay, including applicable delivery charges. Where only part of an order is affected, treatment of delivery charges will depend on the circumstances and the Australian Consumer Law.

13. Exchanges and store credit

An exchange is subject to availability. If the replacement has a different price, the difference must be paid or credited as agreed. Voluntary store credit is subject to the terms stated when issued. Choosing a store credit does not replace a right to a refund where the Australian Consumer Law gives you the right to choose a refund, unless you freely agree to that resolution.

14. Manufacturer warranties

A manufacturer’s warranty is additional to, and does not replace, your rights against us under the Australian Consumer Law. We will not require you to deal only with the manufacturer where the law entitles you to seek a remedy from us.

15. Contact

For cancellations, return approvals, faulty-product claims, transit damage, missing items or refund questions, use our Contact page at /pages/contact.