Returns, Exchanges & Refund Policy

Updated: 7 July 2026

At Birdsville/Petsville, we want you to shop with confidence. If you're unsure whether a product is right for you or suitable for your needs, we encourage you to contact our team before placing your order. Our team is happy to provide advice to help you make the right choice to help you make an informed decision.

If you are not completely satisfied with a product you have received, please contact us as soon as possible. We offer returns, exchanges and, where applicable, refunds in accordance with this policy and your rights under the Australian Consumer Law.

Our Returns, Exchanges & Refund Policy applies for 30 days from the date your order is delivered. Requests received after this 30-day period will generally not be eligible for a refund, exchange or store credit unless otherwise required by Australian Consumer Law.

To be eligible for a return, the item must:

• be returned within 30 days of delivery;
• be unused and in its original condition;
• be returned in its original packaging with all accessories and labels included; and
• be accompanied by proof of purchase.

If your order arrives damaged, contains missing items or you receive an incorrect product, you must notify us within 30 days of delivery. To assist us in assessing your claim, all requests relating to damaged, faulty or missing items must include clear photographs of the product, packaging and/or parcel received. Claims submitted without suitable photographic evidence may be delayed or declined where permitted by law.

This policy operates in conjunction with your rights under the Australian Consumer Law (ACL). Nothing in this policy limits or excludes any rights or remedies you may have under the ACL. Nothing in this policy excludes, restricts or modifies any rights or remedies you may have under the Australian Consumer Law.

1. Return Period

You may request a return, exchange or store credit within 30 days of receiving your order.

Requests made more than 30 days after delivery cannot generally be accepted unless required by Australian Consumer Law.

2. Change of Mind Returns

If you change your mind about your purchase, we may offer a store credit or exchange provided that:

• the request is made within 30 days of delivery;
• the item is unused and in its original condition;
• all original packaging, accessories and labels are included;
• the item has not been assembled, installed or modified; and
• proof of purchase is provided.

Birdsville/Petsville does not provide refunds for change-of-mind purchases.

We reserve the right to decline any return that does not meet these requirements.

3. Return Shipping

Unless the item is faulty, damaged or supplied incorrectly, customers are responsible for the cost of returning products.

Original shipping charges are non-refundable.

For your protection, we recommend using a tracked postal or courier service when returning items. Birdsville/Petsville cannot accept responsibility for returns lost or damaged during transit.

4. Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, defective or incorrect, please contact us as soon as possible and within 30 days of receiving your order.

To assist us in assessing your claim, please provide:

• your order number;
• a description of the issue; and
• clear photographs showing the product and, where applicable, the packaging.

Once your claim has been assessed, we will determine an appropriate remedy in accordance with Australian Consumer Law. This may include:

• a replacement;
• repair;
• refund; or
• store credit, where appropriate.

5. Missing Items

If an item is missing from your order, please notify us within 30 days of delivery.

When submitting your request, please include:

• your order number;
• photographs of the parcel received;
• photographs of the contents of the parcel; and
• any other information requested to assist our investigation.

Claims submitted outside the 30-day period may not be accepted unless required by law.

6. Order Cancellations

Orders may only be cancelled before they have been packed or dispatched.

If cancellation is possible, we may offer either:

• a store credit; or
• an exchange.

Once an order has been dispatched, it cannot be cancelled and our standard returns policy will apply.

7. Non-Returnable Products

Unless required by Australian Consumer Law, we cannot accept returns for:

• gift cards;
• downloadable or digital products;
• personalised or custom-made products;
• clearance or final sale items marked as non-returnable;
• products that have been opened, used or damaged after delivery due to customer handling; or
• hygiene-sensitive items where packaging has been opened, where resale is unsuitable.

8. Sale and Promotional Items

Products purchased during a sale or promotional event are not eligible for change-of-mind refunds.

Unless otherwise stated, sale items may be exchanged or returned for store credit only if they satisfy the conditions outlined in this policy.

Products purchased using promotional discount codes remain subject to this Returns Policy.

9. Buy One Get One Free (BOGOF) Promotions

From time to time Birdsville/Petsville may offer Buy One Get One Free (BOGOF) promotions or similar multi-buy offers.

Unless otherwise specified, the complimentary item will be the lower-priced eligible product.

If products purchased under a BOGOF promotion are returned or exchanged, Birdsville/Petsville reserves the right to recalculate the original transaction so that the promotional discount is applied correctly.

Where only one item from a qualifying promotion is returned, the remaining item may revert to its original selling price when calculating any refund, store credit or exchange value.

If a customer wishes to receive a refund relating to a free promotional item, both items from the original transaction may need to be returned.

Replacement items supplied under an exchange may require adjustment of the promotional pricing where applicable.

BOGOF promotions cannot normally be combined with other promotional offers unless expressly stated.

10. Processing Refunds

Where a refund has been approved, it will be processed to the original payment method wherever possible.

Please allow up to 7 business days for Birdsville/Petsville to process approved refunds. Additional processing times may apply depending on your financial institution or payment provider.

11. Australian Consumer Law

Nothing in this policy excludes, restricts or modifies any rights or remedies available under Australian Consumer Law.

If a product has a major failure, you may be entitled to choose a refund or replacement.

If a product has a minor failure, we may choose to repair, replace or refund the item in accordance with the Australian Consumer Law.

12. How to Return an Item

Before returning any product, please contact our customer service team so we can provide return instructions.

Please include:

• your order number;
• your name;
• contact details;
• the reason for the return; and
• any supporting photographs where applicable.

Return Address

Birdsville/Petsville

684 Botany Road Alexandria 2015 NSW

13. Contact Us

If you have any questions about this Returns, Exchanges & Refund Policy or need assistance with a return, please contact us.

Email: info@birdsville.net.au

Phone: 9669 1766

Website: https://birdsville.net.au/ OR https://petsville.com.au/