Refund policy
Live Birds
Because birds are live animals and their health and welfare are my priority, I do not offer returns, refunds or exchanges simply because a buyer changes their mind after a bird has been collected.
This does not limit any rights you may have under the Australian Consumer Law. If you believe there is a health issue, the bird does not match its description, or there is another problem with the sale, please contact Lulu’s Little Aviary as soon as possible so the circumstances can be assessed and an appropriate remedy provided where required by law.
Where a concern relates to the health of a bird, relevant veterinary information may be requested to help assess the situation.
Lifetime Support & Rehoming
If at any stage you are no longer able to care for a bird purchased from Lulu’s Little Aviary, please contact me.
I am committed to making sure my birds always have somewhere safe to go and can take a bird back into my care without judgement.
Returning a bird for rehoming is separate from a refund request and does not automatically entitle the original purchaser to a refund.
Physical Products
If you change your mind about a physical product purchased from Lulu’s Little Aviary, you may request a return within 14 days of receiving your order.
To be eligible for a change-of-mind return, the item must be unused, in its original condition and, where applicable, in its original packaging.
For hygiene and safety reasons, opened consumable products, bird food or formula, and products that have been used by an animal cannot be accepted for change-of-mind returns.
Return postage for change-of-mind returns is the responsibility of the customer.
This does not affect your rights under the Australian Consumer Law. If an item is faulty, damaged, incorrectly supplied, does not match its description or otherwise fails to meet a consumer guarantee, you may be entitled to a repair, replacement, refund or other remedy depending on the circumstances.
Damaged, Faulty or Incorrect Orders
Please check your order when you receive it.
If a physical product arrives damaged, defective or different from what you ordered, please contact Lulu’s Little Aviary as soon as possible with details of the issue and, where helpful, photographs.
I will assess the issue and arrange an appropriate resolution.
Exchanges
For eligible change-of-mind returns, the easiest option is generally to return the original item and place a new order once the return has been accepted.
If an item is faulty or otherwise covered by the Australian Consumer Law, your available remedy will depend on the circumstances and is not limited by this change-of-mind policy.
Refunds
If a refund is approved, it will be returned to the original payment method.
Once the refund has been processed, the time it takes to appear in your account may vary depending on your bank or payment provider.
Reservations & Deposits
Where a deposit is accepted to reserve a bird, the deposit is non-refundable if the buyer changes their mind, cancels the reservation or decides not to proceed with the purchase, except where a refund is required by the Australian Consumer Law or other applicable law.
If a reservation arrangement is a lay-by agreement under the Australian Consumer Law, the statutory cancellation and refund rules for lay-by agreements apply.
If Lulu’s Little Aviary cancels the reservation or is unable to supply the reserved bird, any refund owing will be handled in accordance with applicable law and the circumstances of the reservation.
Contact
To request a return, report an issue with an order, discuss a concern about a bird, or arrange rehoming support, please contact Lulu’s Little Aviary through the contact form on our website.
Please contact us before returning or sending any item or bird. Return or handover arrangements will be provided directly where required.