Refunds & Returns

Last updated 25 August 2026.

Faulty, damaged or not as described

This is your statutory position and it is the important part of this page. Under the Consumer Guarantees Act 1993 the goods we sell you must be of acceptable quality, fit for the purpose they are sold for, and match how we described them. If they are not, you are entitled to a repair, a replacement or a refund, and we pay the return postage.

Email theteam@birdspikes.co.nz with your order number and a short description of the problem. If something arrived broken, a photograph of the item and the packaging helps us take it up with the courier, but it is not a condition of your rights.

Nothing on this page limits your rights under the Consumer Guarantees Act 1993 or the Fair Trading Act 1986.

Changed your mind? Our own 14 day policy

New Zealand law does not give you a statutory 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 14 days from delivery to change your mind on any unused item. Email us within those 14 days, send the goods back unused and in resaleable condition, and we refund what you paid for them. On a change of mind you pay the return postage and we do not refund the original delivery charge.

This applies across the whole range. Everything we sell is a standard stock item, so nothing is cut, altered or made to your measurement and nothing is excluded from the policy.

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.co.nz before you order. Tell us the bird, the surface and roughly how long the run is.

Damaged in transit

If a parcel arrives damaged, email us with your order number and a photograph of the packaging and the item. We arrange a replacement or a refund and we cover the return postage.

Missing items or the wrong thing sent

Tell us and we fix it. If the parcel never arrives, arrives with parts missing, or contains something you did not order, that is ours to resolve and it costs you nothing.

How to return something

Email theteam@birdspikes.co.nz with your order number and what you would like to do. We reply with the return address and confirm who pays the postage in your case. 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. Payment providers usually take a few further working days to show the money on your statement. Refunds go to the payment method you used, or can be held as credit against a future order if you would rather.

Cancelling before dispatch

Any order can be cancelled free of charge before it is dispatched. Most orders are packed within 24 to 48 hours, so tell us as soon as you can.

If we cannot agree

Email theteam@birdspikes.co.nz with your order number and the word "complaint" in the subject, and a person will look at it again from the start. If we still cannot resolve it, a consumer claim can be taken to the Disputes Tribunal. Your rights under the Consumer Guarantees Act 1993 and the Fair Trading Act 1986 are not affected by anything on this page.