Have you found injured or orphaned wildlife?
At Bonorong Wildlife Sanctuary, we take great care in preparing and dispatching our products. We want you to be completely satisfied with your purchase, and we’ll do our best to resolve any issues that may arise.
Please choose carefully before completing your purchase. We do not offer refunds or exchanges if you simply change your mind or make an incorrect choice.
If an item arrives faulty, damaged, or incorrect, we will offer a refund or replacement, depending on the circumstance.
To help us process your claim, please contact our team within 30 days of receiving your order and include:
Your order number or proof of purchase
A brief description of the issue
Photographic evidence clearly showing the damage or fault in the state the product arrived
Once we have reviewed your claim, we’ll confirm the next steps. In most cases, we will either send a replacement at no cost or issue a full refund to your original payment method.
Orders delivered within Australia, including pickup orders, include 10% GST.
For international orders, some countries may apply local import taxes or handling fees when purchases are made from Australia (e.g. VAT in the European Union). Payment of any such charges are the responsibility of the purchaser.
If a return is approved, Bonorong Wildlife Sanctuary will cover the cost of return shipping for faulty, damaged, or incorrect items. Please note that we do not provide prepaid return labels for change-of-mind returns, as these are not accepted under our policy.
If your order is lost or damaged in transit, please contact us as soon as possible. After verifying the issue with our courier, we will refund or replace the affected item.
Orders are typically dispatched within 3–5 business days. We deliver via trusted couriers; however, please note that we do not deliver to PO Boxes or parcel lockers at this time.
If you need assistance with a return or refund, please email our team at [email protected]. Include your name, order number, and photos (if applicable) so we can resolve your enquiry as quickly as possible.
This policy operates in addition to your rights under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. If the goods are not of acceptable quality but the failure does not amount to a major failure, you are entitled to have the goods repaired or replaced.
