Return Policy

Last updated: 2 August 2026

There are two different situations here and they work differently. Find yours below. If you're not sure which applies, email us and we'll sort it out.

1. The short version

Something's wrong with it

No deadline, we pay the freight, no fees. Where a part will fix it we send the part at our cost. Where the fault is serious, you choose a refund or a replacement.

You've changed your mind

30 days, goods unused and unopened, return postage is yours, store credit is the standard remedy.

Sowing seed to WA or Tasmania

We can't send it. Biosecurity import requirements. See section 4 before you order.

2. Something is wrong with your order

This covers goods that are faulty, damaged in transit, not what you ordered, not as described, or that don't do what we said they would.

2.1 Your rights under the Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

2.2 Major failures, where you choose

If the problem is serious, you decide whether you want a refund or a replacement. We don't choose for you. A failure is major where the goods are unsafe, are significantly different from their description, can't be fixed easily or within a reasonable time, or where you wouldn't have bought them had you known.

Examples with our products: an incubator that fails partway through a hatch, a heat plate that doesn't heat, feed that arrives mouldy, a nest box that arrives cracked.

2.3 Minor faults, where we'll usually send you a part

Where a fault can be fixed with a replacement part, we'll send you the part with instructions, at our cost. It's normally the fastest fix and it means you're not left without the unit while something is in transit.

If a part won't resolve it, we'll repair, replace or refund and we'll tell you which and why.

2.4 There is no deadline on reporting a fault

The consumer guarantees apply for as long as is reasonable given what the product is, what it cost and how long it should last. A bag of feed and a $399 incubator are held to very different standards. Tell us as soon as you reasonably can after you notice.

2.5 Two exceptions with real deadlines

Damage in transit: tell us within 7 days of delivery. Our freight carriers impose claim deadlines on us, and that's the only reason this one exists.

Wrong or missing items: tell us within 14 days of delivery, so we can trace it while the carrier's records are still live.

Neither deadline limits your rights under 2.1. If you miss one, contact us anyway.

2.6 We pay the freight

Where goods are faulty, damaged, wrong or not as described, we cover return shipping and send you a prepaid label. For bulky items we'll arrange collection rather than asking you to post them. You won't be out of pocket on a faulty item, and no restocking or handling fee applies.

2.7 What we'll need from you

Your order number
A short description of the problem
Clear photos, or a short video where the fault is easier to show than describe

Photos usually mean we can resolve it without you posting anything back.

3. You've changed your mind

We're not required to accept change of mind returns. We do, on the conditions below.

3.1 The window

30 days from delivery.

3.2 Get authorisation first

Don't send anything back before we've approved it. Email us with your order number and reason and we'll reply within 1 business day with an authorisation and a return address. Unauthorised returns may be refused, or returned to you at your cost.

3.3 Condition

To be accepted, goods must be:

unused and unopened, with all seals intact;
in their original, undamaged packaging with all tags, manuals, fittings and accessories;
accompanied by a copy of your invoice;
in a condition we can lawfully resell.

3.4 Biosecurity

Equipment must not have been in contact with birds, or placed inside a coop, run, aviary or brooder.

This isn't fussiness about appearance. Equipment used in a flock environment can carry mites, lice and disease organisms, and we won't resell it to another keeper. If it's been in with your birds we can't take it back for change of mind.

If the item is faulty, this doesn't apply. Section 2 does, and the answer is yes.

3.5 What we can't take back on change of mind

feed, treats, supplements and mash once opened;
registered veterinary chemical products and animal medicines, once dispatched, for safety and traceability reasons;
seed and live plant products once opened;
items assembled, installed, modified or used;
gift cards;
custom, clearance and bulk orders (more than one incubator, or three or more units of any other item);
anything that has been in contact with birds (see 3.4).

If there's something wrong with any of these, section 2 applies as normal.

3.6 Your remedy

Our standard remedy is store credit to the value of the goods, valid for 12 months. We may issue a refund to your original payment method instead, at our discretion.

3.7 Return freight is yours

On change of mind returns you arrange and pay for return delivery, and you carry the risk until the goods reach us. We recommend a tracked service. Original delivery charges aren't refunded.

3.8 Restocking fee

A 10% restocking fee applies to hardware returned under this section, deducted from your credit or refund. It's waived where you choose an exchange, or accept store credit for the full value. No restocking fee applies to anything under section 2.

3.9 Reduced value

Where goods come back damaged, incomplete or without their original packaging, we may reduce the credit or refund to reflect the loss in value. We'll tell you the amount and why before we process it.

4. Restricted items: sowing seed to WA and Tasmania

4.1 We can't ship seed to these states

Sowing seed and live plant products cannot be delivered to Western Australia or Tasmania.

Both states operate biosecurity import controls on seed. Our seed is certified, but WA and Tasmania each require additional inspection, treatment and documentation, and the cost of meeting those requirements is more than the seed itself is worth. Rather than pass that on, we don't ship seed to those states at all.

4.2 How you'll know

Affected product pages carry a delivery restriction notice. Please check it before ordering if you're in WA or Tasmania.

4.3 If you order it anyway

We'll email you before dispatch and give you two options:

we remove the seed from your order, refund it in full, and send the rest; or
we cancel the whole order and refund it in full.

Either way you get your money back for the seed. Everything else in the order ships as normal.

4.4 This restriction doesn't affect anything else

Feed, treats, supplements, hardware, incubators and all other products ship to WA and Tasmania as usual.

5. Cancelling an order

5.1 Before it ships

Email us as soon as you can. Most orders leave our warehouse within 24 hours, so we can't always catch one in time. If we can, cancellation is free and you get a full refund including delivery.

5.2 After it ships

Section 3 applies. Treat it as a change of mind return.

5.3 If we cancel

Occasionally we have to cancel an order: stock we can't supply, a pricing error, a delivery restriction, or something outside our control. We'll tell you why and refund you in full, including delivery, within 3 business days. No fee applies when the cancellation is ours.

6. Undelivered orders and returns to sender

6.1 Until it reaches you, it's our responsibility

If your order is lost or damaged in transit, contact us and we'll chase the carrier. You don't have to deal with them yourself.

6.2 Incorrect or incomplete addresses

If the address you give us prevents delivery and the parcel comes back to us, we'll refund the order less the actual return freight we were charged, or you can pay the redelivery cost. We pass on the carrier's charge without adding a margin.

6.3 Refused deliveries

If you refuse a delivery for any reason other than a fault, we treat it as a change of mind return and section 3 applies, including return freight and the restocking fee.

6.4 Authority To Leave

Selecting Authority To Leave at checkout instructs the carrier to leave your parcel unattended. We'll still help you trace a missing parcel, but where a carrier confirms delivery to your nominated address under an ATL instruction, recovery may not be possible.

7. How to return something

Email us with your order number and the reason for the return.
Attach photos if there's a fault or damage.
We'll reply within 1 business day and tell you whether the return is approved.
If it's approved, we'll send you a return address, and a prepaid label if you are returning something faulty.
Don't send anything before you have that approval.
Once approved, the goods need to reach us within 14 days.
Send us the tracking number, carrier and dispatch date once it's on its way.
We'll inspect within 3 business days of arrival and email you the outcome.

8. How long things take

We reply: within 1 business day
We inspect a returned item: within 3 business days of it arriving
We process an approved refund: within 3 business days
Your bank: a further 5 to 10 business days before it appears
Store credit: issued immediately on approval

9. Contact us

Email sales@nestyboxes.com.au with your order number and we'll take it from there. A person reads every one.

Nesty Boxes · ABN 69 678 994 413
20 Oborn Road, Mount Barker SA 5251

Nothing in this policy excludes, restricts or modifies any right or remedy you have under the Australian Consumer Law.