At Avian Empire, we want you to feel confident in your purchase. We stand by the quality of our products and services, and your satisfaction is very important to us.

Lost in Mail or Damaged on Arrival

We take great care to ensure your order is packed securely and sent promptly. However, on rare occasions items may be delayed, lost in transit, or arrive damaged.

• Lost parcels: If your order does not arrive within the expected delivery timeframe, please contact us with your order details. We will lodge an investigation with the courier. If the parcel cannot be located, we will arrange either a replacement or a refund.
  
• Damaged on arrival: If your items arrive damaged, please contact us within 48 hours of delivery. We may request photos of the packaging and product to assist with our courier claim. Once assessed, we will arrange a replacement or refund as appropriate.

Products

For change-of-mind returns, items must be unused, unopened, and in their original packaging. You will be responsible for return shipping costs. Refunds will be processed once the product has been received and inspected.

Due to health and safety regulations, we cannot accept returns of opened supplements, feed, medications, or consumables.

Expiry Dates

We do our best to have the freshest product, but because New Zealand is a small market, there are times when product availability is limited and expiry dates may be shorter than you might expect. For most of our commercial clients this isn’t an issue, as the products are used quickly, but we understand that for some customers longer expiry dates are important.

If expiry dates matter to you, please flick us an email before placing your order, we’re more than happy to let you know the current batch dates we have in stock. We already do this for a number of our customers, and it’s the best way to make sure you’re getting what you need.

Consultations & Services

Refunds are not available for completed veterinary consultations or services.

If you need to cancel or reschedule an appointment, please give at least 24 hours’ notice. Late cancellations may incur a fee at our discretion.

If you do not attend your scheduled telemedicine appointment, the consultation fee is non-refundable.

Digital Products

Digital products (such as PCR test kits, fecal egg counts, or online courses) are non-refundable once they have been downloaded or accessed.

How to Request a Refund

To request a refund, please email info@avianempire.co.nz with:

• Your order number
• A brief explanation of the issue
• Supporting photos (if applicable)

Refunds are processed back to your original payment method within 5–10 business days once approved.