Refund policy

Return Policy

At Zenith Nest, we want you to feel complete confidence in the timber craftsmanship, weather resistance, and biological safety of our avian habitats. Our return policy is structured in full accordance with the Australian Consumer Law (ACL). Due to outdoor tree mounting screw marks, wild bird biological pathogens (such as avian psittacosis), and strict veterinary quarantine standards, please review our return conditions below carefully.

1. Return Window

Customers have the right to request a return within 30 days from the documented date of delivery. Return requests submitted after this 30-day period will not be accepted for change of mind.

2. Change of Mind Eligibility & Conditions

To qualify for a valid return and subsequent refund under our change-of-mind policy, your items must strictly adhere to the following criteria:

  • The nesting box, aviary panel, feeding platform, or stainless steel tray must be completely unmounted outdoors, unused by birds, unassembled, and in its original, brand-new condition.
  • Tree Mounting & Bird Contact Notice: Habitats may be unboxed indoors for dimensional review and species fitment checks. We strictly cannot accept units that have been mounted on trees or exterior walls with lag screws (which leaves permanent timber compression gouges and pitch marks), or items that have contained nesting materials, wild birds, bird droppings, or feed seed.
  • Natural cedar and hardwood surfaces must show zero weather discoloration, sun bleaching, sap bleed, or claw marks.
  • Wire mesh panels and sliding locks must remain scratch-free, unbolted, and free of dirt contamination.
  • All original packaging, protective corner edge foam, stainless steel predator guards, unopened mounting brackets, and setup guides must remain 100% complete and undamaged inside the return parcel.
  • Items showing signs of outdoor weathering, avian dander, droppings, or damaged retail cartons will be strictly rejected during our quality inspection.

3. Australian Consumer Law (ACL) Guarantee

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.

4. Return Shipping Costs

For change-of-mind returns, the customer is responsible for paying all shipping costs associated with returning their items. Return shipping costs are non-refundable. Because solid cedar nesting boxes and steel aviary components carry notable volumetric weight, we recommend using a trackable shipping service and purchasing parcel transit insurance, as Zenith Nest cannot guarantee receipt of returned items without tracking proof.

5. How to Initiate a Return

  1. Contact our customer concierge team at support@zenithnest.online within 30 days of delivery. Please include your order number, product model/dimensions, and reason for return.
  2. Our support team will review your request and provide you with an authorized return warehouse address, an RMA number, and specialized cushioned repackaging instructions.
  3. Do not mail your items back to the address printed on the original shipping label or our corporate administrative address. Returns sent to unauthorized addresses cannot be processed.

Refund Policy

This Refund Policy details our procedures regarding order cancellations and the financial resolution of authorized returns.

1. Order Cancellations and Modifications

  • If you need to cancel or modify your order (such as changing an entrance hole size, timber model, or delivery address), contact us immediately at support@zenithnest.online.
  • We enforce a strict 1 - 2 hour cancellation window from the exact time of purchase.
  • Once this window has passed, your order is automatically transmitted to our automated fulfillment network and cannot be altered or canceled. If you no longer want the items, you will need to accept delivery and follow our standard Return Policy.

2. Inspection and Approval Process

Once your returned package arrives at our designated logistics facility, our avian habitat inspection team will examine each item to verify compliance with our return conditions (100% biological waste-free, unmounted timber panels, unmarred wire mesh, complete hardware accessories, and undamaged original packaging). Following inspection, we will send you an email notifying you whether your refund has been approved or rejected.

3. Refund Timing

If your return is approved, your refund will be processed immediately. The funds will automatically be credited back to your original payment method (e.g., Credit Card, PayPal) within 3 to 10 business days.

4. Delayed or Missing Refunds

If you have received an approval notice but have not seen the credit reflected in your account:

  • Check your bank account or credit card statement again.
  • Contact your bank or financial institution, as processing times vary before funds officially post.
  • If you have completed these steps and still have not received your refund, please contact us at support@zenithnest.online for further assistance.