Returns & Refunds

Returns & Refunds

We've been making pet doors since 1999, so we stand behind every one we sell. If something isn't right, here's how we fix it — and what you're entitled to under Australian Consumer Law.

Your rights under Australian Consumer Law. Our products 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 products repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

Faulty or damaged products

If your pet door arrives damaged, has parts missing, or develops a fault, contact us first — most issues are solved with a replacement part sent free of charge, without returning anything.

  • Major failure — you choose: full refund or replacement.
  • Minor fault — we'll repair it or replace the faulty part, quickly and at no cost to you.
  • Damaged in transit — that's our problem, not yours. Photograph the damage and packaging and contact us within a few days of delivery.

We cover return freight for faulty or damaged products. Every door is also covered by our warranty — 3 years on the door, 1 year on moving parts.

Changed your mind?

No problem. We accept change-of-mind returns within 15 days of delivery as long as:

  • the door is unused and uninstalled,
  • it's in its original packaging with all parts and instructions, and
  • you can show proof of purchase (your order confirmation is fine).

For change-of-mind returns, you cover the return postage, and we refund the product price once the door arrives back in resalable condition. Original shipping charges aren't refunded for change-of-mind returns.

Bought the wrong size? Before returning anything, talk to us — a different flap size or an adaptor is often the cheaper, faster fix. Our Find Your Fit tool can confirm the right door before you reorder.

How to return something

  1. Contact us first with your order number and, if relevant, photos of the issue. Don't post anything before talking to us.
  2. We'll confirm the return and give you the return address and instructions.
  3. Once we receive and check the door, your refund goes back to your original payment method within 10 business days.

Sale items

Australian Consumer Law applies to sale items exactly as it does to full-priced ones — a faulty product is a faulty product. Change-of-mind returns on clearance items may be excluded where marked at the time of purchase.

Start a return

Common Questions

How long do I have to return a door if I change my mind?
15 days from delivery, as long as the door is unused, uninstalled and in its original packaging with all parts and instructions.
Who pays for return postage?
For faulty or transit-damaged products, we do. For change-of-mind returns, you cover the return postage and we refund the product price.
How quickly will I get my refund?
Once your return arrives back and is checked, the refund goes to your original payment method within 10 business days.
Do I need the original packaging to return a door?
For change-of-mind returns, yes — the door needs to come back in resalable condition with its packaging, parts and instructions. Faulty products are covered either way.
What am I entitled to if a door has a major failure?
Under Australian Consumer Law you choose: a full refund or a replacement. For minor faults, we repair or replace the faulty part quickly and free.
I bought the wrong size — should I return it?
Talk to us before posting anything. A different flap size or an adaptor is often a faster, cheaper fix than a full return, and our Find Your Fit tool confirms the right model before you reorder.
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