Bird Guarantees

Pet guarantees

Bird Guarantees

At Kellyville Pets, our commitment to your bird doesn't end at the checkout - it runs for the life of your pet. Together, our health guarantees, 7-day cooling-off period, and lifetime rehoming policy cover everything that applies when you bring home a bird from us, whether from our Aviary department or hand-raised.

On this page

• Aviary Birds: 14-Day Health Guarantee
• Hand-Raised Birds: 14 to 90-Day Health Guarantee
• 7-Day Cooling-Off Period
• Lifetime Rehoming
• Our approach

1. Aviary Birds: 14-Day Health Guarantee

Every aviary bird you bring home comes with our 14-day health guarantee - our commitment to standing behind the health of the animals we sell, and to supporting you as you set up a safe, healthy environment for your new pet.

What's guaranteed

Every aviary bird we sell is in suitable health and condition, and shows no signs of illness or injury that haven't already been disclosed, at the time it leaves our store. If your bird is found to have an illness, health condition, or defect that was present at the time of purchase, Kellyville Pets will work with you to offer an appropriate resolution, which may include an exchange or a refund, limited to the original purchase price of the bird.

This guarantee applies for 14 days from the date of purchase.

To be eligible, we require that:

• your bird has appropriate housing, diet, and care from the time it leaves our store, following the guidance we provide;
• you contact us before seeking treatment elsewhere or making other arrangements; and
• you can provide proof of purchase.

These conditions exist because a bird's health is closely tied to its environment and care from day one. They're not about catching anyone out - they're about making sure every bird gets the best possible start.

What isn't covered

This guarantee doesn't extend to:

• veterinary bills or other costs incurred in getting your bird assessed or treated, unless we've agreed to these with you in writing beforehand;
• injury, illness, or death caused by housing, diet, handling, stress, or other environmental factors after purchase, including exposure to contagious disease or other birds and animals;
• aggression, noise, temperament, tameness, talking ability, breeding performance, or compatibility with other birds;
• normal settling-in behaviours, such as reduced appetite or quietness in the days after moving to a new home, unless accompanied by a genuine health concern; or
• any amount above the original purchase price of the bird.

This guarantee sits alongside, not instead of, your ongoing responsibility to provide appropriate housing, diet, and care once your bird is home.

Making a claim

If you're worried your bird is unwell, please get in touch as soon as possible - the sooner we hear from you, the sooner we can help. Please contact us before seeking treatment elsewhere or returning your bird, so we can guide you through the right next steps.

When you reach out, it helps to have on hand:

• your proof of purchase and purchase date;
• a description of what you've noticed, including when it started;
• photos or video, if available; and
• any relevant veterinary documentation, if you've sought veterinary advice.

We'll talk you through what happens next, which may include asking you to bring your bird in so we can take a look. If your claim is accepted, we'll offer you an exchange or a refund up to the purchase price - please note that veterinary costs aren't something we're able to cover unless we've agreed to this with you beforehand. Refunds are issued via your original payment method; if that payment method is no longer active, please let us know as soon as possible so we can arrange another way to process your refund. Keeping your payment method valid until your claim is finalised is your responsibility, and we're not able to take responsibility for delays this causes, though we'll always work with you to find a solution.

If your bird has passed away within the 14-day period, we're so sorry for your loss. Where this was the result of an illness, health condition, or defect covered under this guarantee, the same outcome applies - an exchange or a refund up to the purchase price. Where possible, we'd ask that you bring your bird in to us so we can understand what happened, though we understand this isn't always possible, and we'll work with you regardless.

2. Hand-Raised Birds: 14 to 90-Day Health Guarantee

Every hand-raised bird you bring home comes with our standard 14-day health guarantee, extendable to 90 days with an early vet check - our commitment to standing behind the health of the animals we sell, and to supporting you as you settle your new pet in.

What's guaranteed

Every hand-raised bird you bring home comes with our standard 14-day health guarantee. If your bird is found to have an illness, health condition, or defect that was present at the time of purchase, we'll offer an exchange or a refund, limited to the original purchase price of the bird.

This extends to a 90-day health guarantee if your bird has a full health check with one of our approved avian veterinarians within 72 hours of purchase (including weekends and public holidays). Under the extended 90-day guarantee, if your veterinarian identifies a health problem or genetic condition that was present at the time of purchase and that would significantly reduce your bird's life expectancy, we'll offer an exchange or a refund, limited to the original purchase price of the bird, supported by written confirmation from your avian veterinarian.

If you have this check done, please send us evidence of it - such as your vet's invoice or a copy of their report - as soon as possible afterwards, so we can extend your guarantee to 90 days.

If the 72-hour vet check isn't completed, your bird stays covered under our standard 14-day health guarantee.

We'd encourage you to use this vet check as a chance to talk through your bird's transition into its new home, stress management during the first week, diet and husbandry, and preventative care - it's a valuable checkpoint even beyond the guarantee itself.

To be eligible, we require that:

• your bird has appropriate housing, diet, and care from the time it leaves our store, following the guidance we provide; and
• you can provide proof of purchase (and, for a 90-day claim, your veterinarian's written confirmation).

What isn't covered

This guarantee doesn't extend to:

• veterinary costs, including the cost of the 72-hour check itself, unless we've agreed otherwise with you in writing;
• illness, injury, or loss caused by stress, husbandry, handling, diet, housing, or other environmental factors after purchase;
• your bird's temperament, behaviour, or psychological wellbeing, or its suitability for breeding, showing, training, or any purpose beyond companionship, as our hand-raised birds are sold as pets only; or
• any amount above the original purchase price of the bird.

This guarantee sits alongside, not instead of, your ongoing responsibility to provide appropriate housing, diet, and care once your bird is home.

Making a claim

If you're worried your bird is unwell, please get in touch as soon as possible - the sooner we hear from you, the sooner we can help.

When you reach out, it helps to have on hand:

• your proof of purchase and purchase date;
• a description of what you've noticed, including when it started;
• your veterinarian's written confirmation, if you're making a claim under the 90-day guarantee; and
• any other relevant veterinary documentation.

We'll talk you through what happens next, which may include asking you to bring your bird in so we can take a look. If your claim is accepted, we'll offer you an exchange or a refund up to the purchase price - please note that veterinary costs aren't something we're able to cover unless we've agreed to this with you beforehand. Refunds are issued via your original payment method; if that payment method is no longer active, please let us know as soon as possible so we can arrange another way to process your refund. Keeping your payment method valid until your claim is finalised is your responsibility, and we're not able to take responsibility for delays this causes, though we'll always work with you to find a solution.

If your bird has passed away within the guarantee period, we're so sorry for your loss. Where this was the result of an illness, health condition, or defect covered under this guarantee, the same outcome applies - an exchange or a refund up to the purchase price. Where possible, we'd ask that you bring your bird in to us so we can understand what happened, though we understand this isn't always possible, and we'll work with you regardless.

3. 7-Day Cooling-Off Period

We want you to feel completely confident in your decision to bring a bird home. If your circumstances change in the days right after purchase, our 7-day cooling-off period gives you a way to reconsider, with your bird's wellbeing looked after throughout the process. This cooling-off period applies to all birds, whether from our Aviary department or hand-raised.

How the cooling-off period works

If your new pet isn't the right fit for your circumstances - whether that's simply not working out the way you expected, or something has changed - you can return your bird within 7 days of your purchase.

Your refund is calculated based on when you return your pet:

Return timing	Refund amount
Days 1-3 from purchase	50% refund
Days 4-7 from purchase	30% refund

The 7 days are counted in full calendar days, not from the exact time you bought your pet. For example, if you buy your bird on a Monday, returning any time from Tuesday through to Thursday counts as Days 1-3, and returning any time from Friday through to the following Monday falls within Days 4-7.

This cooling-off period applies to your bird itself only. Any products or accessories purchased alongside your pet - such as cages, feeders, or bedding - are subject to our standard returns policy rather than this guarantee.

Conditions of return

We require that:

• you contact us before bringing your bird back, so we can guide you through the process;
• your bird is returned in the same health and condition as at the time of purchase; and
• you bring all original paperwork and proof of purchase with you.

We may need to decline a return where, since purchase, your bird has sustained an injury, shown signs of contagious illness, experienced a serious decline in health or appetite, developed aggression, or lost condition due to its housing or care after leaving our store.

Our focus here is the health and wellbeing of your pet, and of the other birds in our care. Where a return under this policy isn't possible, we're always happy to work with you to find another way forward together. If more than 7 days have passed, our Lifetime Rehoming policy below may also be able to help.

How to return your bird

4. Lifetime Rehoming

Life circumstances change, and sometimes a much-loved pet can no longer stay in the home they started in. Kellyville Pets is here to help for the life of your bird, not just the first few weeks - so if you're ever unable to continue caring for a bird you bought from us, please reach out and we'll work through the options together. This policy applies to all birds, whether from our Aviary department or hand-raised.

What this policy offers

This is a welfare-support commitment, not a refund or exchange policy. If you're no longer able to care for your bird, at any point after purchase, we'll help you work towards an appropriate next step for your pet.

How it works

What we ask of you

We require that:

• you contact us before making other rehoming arrangements, so we can support you; and
• you let us know about any behavioural traits, health considerations, or housing requirements your bird has, so we can find the right fit for their next home.

A few important notes

• This policy doesn't provide a refund or exchange - it's about finding the best outcome for your pet's welfare.
• Whether we can accept a bird for rehoming, and what that looks like, depends on their health, temperament, species, and the space available with us at the time.
• Please don't release your bird into the wild - it's illegal and can be genuinely harmful, both to your pet and to the local environment. This is exactly what this policy is here for, so please reach out to us instead.

If you're facing a change in circumstances, please reach out and we're glad to help you find the right path forward - though if you're confident arranging a suitable new home yourself, that's absolutely fine too. Either way, we'd appreciate you letting us know once your bird has been rehomed, so we can update our records rather than assume it's still in your care.

Our approach