Refund policy

🛍️ Get Flocked Returns, Refunds & Exchanges

We want you to be happy with your order. If something’s not quite right, here’s everything you need to know about returns, exchanges, and refunds.

❓Can I return my order?

Yes! You can return an item within 14 days of delivery if it's unused, unopened, and still in original packaging.

⏳ What’s the time limit?

  • Request a return within 14 days of your order being marked as delivered.

  • Send the item back within 5 business days of your return being approved.

📦 What condition does the item need to be in?

Returns must be:

  • Unused and unopened

  • In original packaging

To protect the health of all our customers’ birds, we have a zero-tolerance policy regarding used items. This prevents the transmission of bird pathogens (such as PBFD).

Please Note: Every return undergoes a multi-point inspection. This includes testing under high-intensity UV light, which reveals microscopic biological residues, dander, and preen oils invisible to the naked eye. If the item or packaging shows any signs of use or biological trace, the return will be rejected and the item will be disposed of for safety reasons.

🛑 What happens if my return is rejected?

If your return doesn’t meet the policy:

  • We’ll notify you and give you 7 days to:

    1. Pay to have it returned to you, or

    2. Allow us to dispose of it

If we don’t hear from you, we’ll dispose of the item and finalise the request.

🎁 Can I return a gift card?

No. Gift cards are final sale and can’t be refunded.

🚚 Who pays for return shipping?

You do. Customers are responsible for:

  • Buying their return label (now automatically included at a Flat Rate of $13)

  • Making sure the item gets back to us safely

We’re not responsible for parcels lost or damaged in transit.

↩️ What if my parcel is returned to sender?

  • We’ll issue store credit for the items

  • A $13 return-to-sender fee will be deducted

  • Original shipping costs aren’t refundable

🔄 Can I exchange an item?

Yes.

  • Exchanges don’t include original shipping or discounts

  • You’ll cover the cost of return and re-shipping

  • We’ll send you an invoice when your exchange is ready to be posted

Please Note: Your exchange will also need to meet our "What condition does the item need to be in?" criteria.

💸 How do refunds work?

  • Refunds are given as a store credit

  • A 11% restocking fee applies

  • Original Shipping charges and discounts/promotions aren’t refunded

Nothing in this clause is intended to exclude any of your statutory rights as a consumer under Australian Consumer Law. All requests for refunds/credit will be addressed in accordance with Australian Consumer Law.

🧾 Any exceptions?

Yes. If your item is:

  • Faulty, damaged, or missing parts,
    we’ll refund the item through your original payment method.

Please notify us within 14 days and allow up to 10 business days for processing.

🛠️ How do I request a return?

  1. Log into your account on our website

  2. Enter the 6-digit code sent to your email

  3. Go to “Orders” and click “Request return”

  4. Select items, choose a reason, and submit

  5. If approved, we’ll email return instructions

  6. Once received and inspected, we’ll issue your store credit

🐣 What happens to my Flock Rewards points if I return something?

Rewards points (including bonus points) will be adjusted if your order is returned, refunded, or exchanged.

🎁 Do I need to return a free gift?

Yes—if your return drops your order below the promotion threshold.
If the free gift isn’t returned, we’ll deduct its value from your refund.

🚫 What if I keep returning items?

We reserve the right to refuse returns if we suspect policy abuse, such as frequent or seasonal returns.

Last updated: 25th July 2025