Refunds, Returns & Service Policy, Commercial Poultry Clients & Product Purchases

At Avian Empire, we want all our clients to feel confident in their purchase, whether you are buying products, booking veterinary services, or joining one of our commercial poultry support packages. We stand by the quality of what we provide, and your satisfaction is important to us.

Lost in the Mail or Damaged on Arrival

We take great care to pack and dispatch all orders promptly. However, courier delays or issues can occasionally occur.

Lost parcels:
If your order has not arrived within the expected delivery timeframe, please contact us with your order details. We will lodge an investigation with the courier. If the parcel cannot be located, we will arrange either a replacement or a refund.

Damaged on arrival:
If your items arrive damaged, please contact us within 48 hours of delivery. We may request photos of the packaging and product to support our courier claim. Once assessed, we will arrange a replacement or refund.

Products & Supplies

Change of mind:
Items must be unused, unopened, and in their original packaging. Return shipping costs are your responsibility. Refunds are processed once the product is received and inspected.

Health & safety regulations:
Due to regulatory requirements, we cannot accept returns of opened supplements, feed, medications, swab kits, testing consumables, or any product intended for ingestion or diagnostic use.

Expiry Dates

We aim to supply the freshest possible stock. However, due to the smaller size of the New Zealand market, some batches may have shorter expiry dates than expected.

This is rarely an issue for commercial poultry operations that use products quickly, but we understand that for some clients, expiry dates are important.

If you require longer-dated product, please email us before ordering. We are always happy to provide the current batch dates on hand.

Commercial Services, Consultancy & Poultry Packages

This section applies to:

• Annual Service Memberships
  
• Commercial poultry service packages
  
• Farm support plans
  
• Site visits (where applicable)
  
• Telemedicine support for commercial clients
  

Refunds & Cancellations

• Refunds are not available for completed veterinary consultations, assessments, memberships, or service packages.
  
• Annual Service Memberships and commercial service plans are non-refundable once activated, as access to our services and resources is granted immediately.
  
• If you need to cancel or reschedule a booked service (e.g., scheduled call, virtual consult), please provide at least 24 hours’ notice. Late cancellations may incur a fee.
  
• No-shows for scheduled telemedicine consultations are non-refundable.
  
• Prepaid service packages cannot be partially refunded, even if the client chooses not to use all available services included.
  

Scope of Membership Access

For clarity, Annual Service Memberships provide access for brief phone calls, emails, or texts only. They do not include case work, diagnostics, or lengthy consultations. Issues requiring clinical assessment, in-depth problem-solving, or flock-health investigation will require a paid consultation or service.

Digital Products & Testing Services

Digital items and diagnostic services (such as PCR test kits, faecal egg counts, digital downloads, or online courses) are non-refundable once they have been accessed, used, or downloaded.

How to Request a Refund

To request a refund or discuss an issue with your order or service, please email poultry@avianempire.co.nz with:

• Your order or invoice number
  
• A brief explanation of the issue
  
• Supporting photos, if applicable
  

Once approved, refunds are processed back to your original payment method within 5–10 business days.