Refund policy

Last updated: 22 October 2026

We want you to be happy with everything you buy from Talking Hens, whether it is a bag of shavings, a treadle feeder or a new flock of hens. This policy explains how returns work for our products and our live birds.

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.

Nothing in this policy limits those rights. The change of mind terms below are extra to them.

Faulty, damaged or incorrect items

Please check your order when it arrives and contact us as soon as possible if anything is faulty, damaged in transit, or not what you ordered. Photos or a short video help us sort it out quickly.

If an item has a problem, we will repair, replace or refund it in line with the Australian Consumer Law, and we will cover reasonable return postage. You do not need the original packaging to return a faulty item.

Change of mind returns (products)

If you change your mind about a product, you can return it within 30 days of purchase for a refund, as long as it is:

  • unused and in the same condition you received it;
  • in its original packaging; and
  • accompanied by your receipt or order number.

For change of mind returns, you pay the return postage and any original delivery charge is not refunded. Items marked as gifts are refunded as store credit.

We cannot accept change of mind returns on:

  • live birds of any age (see below);
  • custom-made or special-order items, such as made-to-order coops;
  • sale items;
  • chicken feed, eggs and bedding;
  • opened health supplements and treatments; and
  • items that have been used or could be contaminated.

These exclusions only apply to change of mind. If any of these items is faulty or not as described, your rights under the Australian Consumer Law still apply.

Live birds

Every bird is health checked by our team before it leaves the farm, and we only sell birds we believe to be healthy.

Change of mind: for biosecurity reasons, we cannot accept healthy birds back because of a change of mind. Once a bird has lived on another property, we cannot safely return it to our flock.

If a bird is unwell or not as described: please contact us straight away with your order details, what you have noticed, and photos or video if you can. If a bird was unwell when you bought it, or does not match its description, you are entitled to a remedy under the Australian Consumer Law.

After you take your birds home: caring for your birds becomes your responsibility once they leave our farm. The consumer guarantees do not cover problems that start after purchase, such as predator attacks, injuries, or illness caused by housing, feed or weather conditions at home. If you are unsure about anything, call us. We are always happy to help.

DNA-sexed chicks

Our DNA-sexed chicks are sold as females. DNA sexing is very accurate, but occasional errors can happen, most often a mix-up in labelling rather than the test itself. So there is a small chance that one of your chicks could grow into a rooster.

If that happens, we will gladly take him back and give you a female bird in exchange or a full refund, whichever you prefer.

How to tell: young roosters usually develop larger, redder combs and wattles than their sisters from about 8 to 12 weeks of age. Long, pointed neck (hackle) and back (saddle) feathers usually appear around 12 to 16 weeks. Most roosters start crowing at around 16 to 20 weeks, although some start earlier or later. Hens occasionally crow too, so if you are unsure, send us a photo and we will help you check.

What to do: please contact us as soon as you suspect you have a rooster, so we can arrange the exchange or refund. Roosters need to be brought back to our farm shop in Merricks, as we cannot accept live birds by post or courier.

Many councils restrict or ban roosters in residential areas, so letting us know early also helps you avoid any problems with neighbours or your council.

How to request a return

  1. Email talk@talkinghens.com.au or call 0406 691 231. Include your order number, the item(s), the reason for the return, and photos or video if relevant.
  2. We will reply with a return reference code and instructions. Please do not send items back before you have this, as we may not be able to match them to your order.
  3. Send products to: Talking Hens, 3590 Frankston-Flinders Road, Merricks VIC 3916, or bring them to our farm shop. For posted change of mind returns, we recommend a tracked and insured service, as we cannot be responsible for parcels lost on the way back to us.

Refunds

Once we have received and checked your return, we will email you to confirm whether it has been approved. Approved refunds are made to your original payment method within 10 business days. Your bank or card provider may take a few extra days to show the refund.

If you have not received your refund within 10 business days of approval, please check with your bank first, then contact us at talk@talkinghens.com.au.

Contact us

Talking Hens, 3590 Frankston-Flinders Road, Merricks VIC 3916
Phone: 0406 691 231
Email: talk@talkinghens.com.au