Refunds, Returns Policy & Warranty Policy

Business: Aussie Chook Supplies

Website: www.aussiechooksupplies.com.au

Warranty and returns email: enquiries@aussiechooksupplies.com.au

Returns postal address:
Aussie Chook Supplies
P.O. Box 7111
Cranbourne North VIC 3977
 

1. Purpose of this policy

This policy sets out how Aussie Chook Supplies handles returns, refunds, replacements, repairs, and warranty claims. Aussie Chook Supplies complies with the Australian Consumer Law (ACL) and applicable consumer protection obligations enforced by the Australian Competition and Consumer Commission (ACCC).

This policy is intended to clearly explain the return process, refund process, claim requirements, warranty procedures, freight arrangements, and customer obligations when requesting assistance in relation to an order placed with Aussie Chook Supplies.
 

2. Contacting us about an order issue

Customers should contact Aussie Chook Supplies as soon as possible after identifying an issue with an order, product, or delivery. Early contact allows the issue to be assessed promptly and may allow the matter to be resolved without the item being returned.

All enquiries relating to returns, refunds, replacements, repairs, damaged parcels, missing items, and warranty claims should be sent to enquiries@aussiechooksupplies.com.au.

When contacting us, customers should include as much of the following information as possible:

• full name

• order number

• phone number

• email address

• product name

• a clear description of the issue

• photographs or video where relevant

• serial number, where applicable
   

3. General return process

No product is to be returned without prior written approval from Aussie Chook Supplies. Customers must first contact us so that the issue can be reviewed and return instructions can be provided where a return is required.

In some cases, a product concern may be resolved without a physical return. Depending on the issue, Aussie Chook Supplies may provide troubleshooting assistance, operating guidance, replacement parts, repair instructions, or further information before requesting that a unit be sent back for assessment.

Where a return is required, the product must be packed carefully to protect it in transit. Customers should use the original box where available, together with sufficient padding, bubble wrap, and protective packaging to prevent damage during return transit.

Customers returning an item must use a trackable postal or courier service and must provide the tracking number to Aussie Chook Supplies after lodgement so that the parcel can be monitored through to delivery.

Approved returns must be sent to:

Aussie Chook Supplies
P.O. Box 7111
Cranbourne North VIC 3977

Bulky items, freight items, oversized items, and products unsuitable for PO Box return must not be sent until the appropriate return method and address have been confirmed in writing by Aussie Chook Supplies.
 

4. Change of mind returns

Aussie Chook Supplies may accept a change of mind return where the request is made within 14 days of purchase and the item is unused, uninstalled, in original condition, and returned with all packaging, tags, manuals, accessories, and included components intact.

To request a change of mind return, customers must email Aussie Chook Supplies in writing and receive approval before sending the item back.

Where a change of mind return is approved:

• a 15% administration and handling fee applies;

• the customer is responsible for return postage or freight costs;

• original shipping costs are not refundable; and

• freight charges for bulky items are not refundable.

Custom ordered items, specially sourced items, non-standard stock, and orders containing pre-order items may require separate assessment before a return can be approved.
 

5. Faulty, damaged, missing, or incorrect items

If an item arrives damaged, incomplete, incorrect, or appears to have a product fault, customers should contact Aussie Chook Supplies promptly with their order details and clear supporting photographs. Retaining all original packaging, outer cartons, labels, and internal protective materials will assist with claim assessment and courier investigation where required.

For parcels damaged in transit, customers should notify Aussie Chook Supplies within 48 hours of delivery and provide photographs of the outer packaging, shipping label, internal packaging, and damaged goods.

If an item is missing from an order or the wrong item has been supplied, customers should notify Aussie Chook Supplies within 7 days of delivery so that the matter can be investigated with the warehouse, supplier, or delivery provider.

If a parcel is shown as delivered but cannot be located, customers should first check the delivery address, safe drop location, neighbours, household members, and local post office or courier depot. Where further review is required, Aussie Chook Supplies may request additional information, including delivery evidence and a police report, before deciding whether a replacement will be provided.
 

6. Refund processing

Once a returned item has been received and assessed, Aussie Chook Supplies will notify the customer of the outcome by email. Approved refunds are processed back to the original payment method unless another method is agreed.

Refund processing is typically completed within a few business days after approval, however actual bank or payment provider processing times may vary.

If an order is cancelled by Aussie Chook Supplies because stock cannot be supplied, the amount paid for the unavailable item will be refunded. Where a substitute product of lower value is accepted, the price difference will be refunded through the original payment method.
 

7. International orders and return costs

For international orders, customers are responsible for any customs duties, import taxes, VAT, GST, clearance fees, brokerage fees, or similar charges imposed by the destination country unless otherwise stated in writing.

Where an international order is returned, customers are responsible for arranging and paying the return shipping cost unless Aussie Chook Supplies confirms otherwise in writing or issues a return label at its discretion. Customers must use a tracked service and provide tracking details after the return has been lodged.

Original outbound international shipping charges are not refundable once dispatch has occurred unless required as part of an approved remedy. Any customs duties, import charges, or border fees paid to third parties are generally handled by the relevant customs authority or carrier and are not processed directly by Aussie Chook Supplies.

Customers returning goods from outside Australia should ensure that the return parcel is clearly identified as returned goods where appropriate and that all customs documentation is completed accurately to help avoid delays, additional charges, or failed delivery.
 

8. Warranty claims - general process

Warranty claims must be submitted to enquiries@aussiechooksupplies.com.au with the product details, description of the issue, proof of purchase where requested, and serial number where applicable.

Some warranty issues can be resolved without the return of the full product. Where appropriate, Aussie Chook Supplies may assist by phone or email, supply replacement parts, provide guidance for minor corrective steps, or request additional information before deciding whether the product needs to be returned for assessment.

Where a returned product is required for warranty review, the customer is normally responsible for the cost of freight to send the item to Aussie Chook Supplies for assessment. Aussie Chook Supplies will generally cover the cost of shipping the item back to the customer after an accepted repair or replacement, and may issue a return label in selected cases at its discretion.

Customers must package returned warranty items carefully to protect them in transit. The original box should be used where available, together with protective internal packaging, padding, or bubble wrap.
 

9. Warranty exclusions and assessment conditions

Warranty claims are assessed on the condition of the returned product, the information provided by the customer, and where relevant, consultation with the manufacturer or supplier.

A warranty claim may be declined where assessment identifies circumstances such as:

• misuse or use outside normal intended use;

• incorrect installation, incorrect setup, or failure to follow supplied instructions;

• modification, tampering, unauthorised adjustment, or unauthorised repair;

• accidental damage, impact damage, neglect, abuse, or improper storage;

• water damage, moisture damage, vermin or insect ingress, corrosion, contamination, or environmental exposure;

• power surge damage, electrical interference, use with an unsuitable power source, or battery leakage where relevant;

• missing serial number, defaced serial number, or inability to verify proof of purchase where required;

• return damage caused by insufficient packaging or failure to use appropriate protective materials during transit.

Where needed, Aussie Chook Supplies may consult the manufacturer, importer, distributor, repair agent, or technical support provider as part of the assessment process before confirming the outcome of a warranty claim.
 

10. Brinsea warranty

Brinsea electrical products purchased directly from Aussie Chook Supplies are covered by a 3-year warranty period.

To request assistance with a Brinsea warranty issue, customers must contact Aussie Chook Supplies before returning the unit and provide the product serial number, proof of purchase if requested, and details of the issue. Some issues may be resolved with troubleshooting, spare parts, or operating guidance without the need to return the full unit.

Where return of the product is required, the customer is normally responsible for the freight cost to send the unit to Aussie Chook Supplies for review. After an accepted repair or replacement, Aussie Chook Supplies will generally cover the freight cost to send the repaired or replacement unit back to the customer.

The Brinsea warranty applies to products used for their intended purpose and maintained in accordance with the product instructions. Products must be packed safely for return, and customers must provide tracking details once the parcel has been lodged.
 

11. Rcom warranty

Rcom electrical products purchased directly from Aussie Chook Supplies are covered by a 2-year warranty period from the date of purchase.

Aussie Chook Supplies is the first point of contact for Rcom warranty claims and will liaise with the Rcom manufacturer in Korea where required as part of the review and resolution process.

To request assistance with an Rcom warranty issue, customers must contact Aussie Chook Supplies before returning the product and provide the product details, proof of purchase if requested, serial number where applicable, and a clear description of the issue. Some issues may be resolved by troubleshooting, instructions, or replacement parts without the need to return the full unit.

Where return of the product is required, the customer is normally responsible for the freight cost to send the unit to Aussie Chook Supplies for assessment. After an accepted repair or replacement, Aussie Chook Supplies will generally cover the freight cost to send the repaired or replacement unit back to the customer. In selected cases, Aussie Chook Supplies may issue a return label at its discretion.

Returned Rcom items must be packed carefully, preferably in the original box where available, with sufficient internal padding or bubble wrap to protect the product in transit. Customers must provide tracking details once the parcel has been lodged.
 

12. ChickenGuard warranty

ChickenGuard products purchased directly from Aussie Chook Supplies are covered by a 3-year warranty period on motors.

To request assistance with a ChickenGuard warranty issue, customers must contact Aussie Chook Supplies before returning the item and provide proof of purchase if requested, product details, and a description of the issue. Some issues may be resolved by guidance, troubleshooting, or replacement parts without the need to return the full unit.

Where return of the product is required, the customer is normally responsible for the freight cost to send the item to Aussie Chook Supplies for review. After an accepted repair or replacement, Aussie Chook Supplies will generally cover the freight cost to send the repaired or replacement unit back to the customer.

The ChickenGuard warranty applies where the product has been installed correctly and used in accordance with the product instructions. Customers must package returned items safely and provide tracking details after lodgement.
 

13. Product-specific return conditions

Some products have characteristics that can affect how return requests are assessed. Customers should review the product description carefully before purchase and contact Aussie Chook Supplies if clarification is required.

Certain Peck Block or Peck Tray products may be soft or crumbly by design. Where a return is requested for one of these products, the product should be returned in full and in original sealed packaging so that condition can be assessed properly.
 

14. Pre-orders, special orders, and supplier-sourced items

Orders containing pre-order items may be held until all items are available for dispatch. Delivery timeframes for pre-order items are estimates only and may change depending on supplier availability or shipping conditions.

Where a customer requests cancellation or return of a pre-order, custom order, specially sourced item, or supplier-allocated order, the request will be assessed based on the order status, supplier commitment, and the nature of the item.

If Aussie Chook Supplies agrees to cancel an order that has already been placed with a supplier or prepared for dispatch, an administration and handling fee may apply.
 

15. Returned parcels and address accuracy

Customers are responsible for ensuring that the delivery address supplied at checkout is complete and accurate. If an order is returned because the address supplied was incorrect, incomplete, or unattended for collection, Aussie Chook Supplies may contact the customer to arrange re-delivery or another suitable resolution.

Where a parcel is returned to Aussie Chook Supplies and remains unclaimed after contact has been made with the customer, the order may be processed in accordance with the applicable return pathway for that order, including any approved change of mind return arrangements and associated handling fees.
 

16. Contact details

For all returns, refunds, replacements, repairs, and warranty claims, please contact:
Email: enquiries@aussiechooksupplies.com.au