Refunds & Returns
Last updated 15 October 2026.
Faulty, damaged or not as described
This is your statutory position and it is the important part of this page. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. They must be of acceptable quality, fit for the purpose they are sold for, and match how we described them. For a major failure you can choose a replacement or a refund. For a failure that is not major, we will put it right with a repair or replacement, or a refund.
Email theteam@birdspikes.net.au with your order number and a short description of the problem. If something arrived broken, photographs of the item and the packaging help us take it up with the courier. We cover the return postage or the replacement shipping, and no handling fee applies.
Nothing on this page limits your rights under the Australian Consumer Law.
Changed your mind? Our own 15 day policy
Australian law does not give you a cooling-off period for an online purchase. We would rather be straight about that than imply a right you do not have.
What we do offer, as our own policy, is 15 days from delivery to change your mind on an unused item. To use it:
- email us within 15 days of delivery with your order number;
- send the item back unused, in its original packaging, with proof of purchase such as your order confirmation;
- arrange tracked return postage at your own cost.
A non-refundable handling fee of $29 per order applies to a change of mind return, for example if you found a better price, ordered the wrong item or no longer need it. It covers the original packing and handling. The original delivery charge is not refunded.
Items bought through another retailer cannot be returned through this website. Please return them to the place you bought them.
Order the right thing first time
We would rather help you get it right than process a return. If you are not sure how many 50 cm strips a run needs, whether spikes or netting suits your situation, or which fixing works on your surface, email theteam@birdspikes.net.au before you order. Tell us the bird, the surface and roughly how long the run is.
Order not received
If your order has not arrived within the delivery time on our shipping page, email us with your order number. We will chase the courier and either get the parcel to you or put it right. If an item is lost in transit, we refund it in full, including the delivery charge.
How to return something
Email theteam@birdspikes.net.au with your order number and what you would like to do. We reply with the return address. Please contact us before sending anything back, so it reaches the right place and is credited to your order.
We process refunds within 24 to 48 hours of the goods arriving back. Your bank or payment provider may take a few more business days to show the money. Refunds go to the payment method you used, or can be held as store credit for a future order if you would rather.
Cancelling an order
An order can be cancelled or changed only before it has shipped. To do that, contact us within 12 hours of placing it. A non-refundable service and processing fee of 12.5% of the order applies to a cancellation. Once an order has shipped it can no longer be cancelled, but the change of mind policy above still applies once it arrives.
If we cannot agree
Email theteam@birdspikes.net.au with your order number and the word "complaint" in the subject, and a person will look at it again from the start. We aim to reply within 24 hours. If we still cannot resolve it, you can contact the fair trading or consumer affairs agency in your state or territory. Your rights under the Australian Consumer Law are not affected by anything on this page.