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Refund policy
If you believe an item is faulty please contact us to discuss your issue first. Your product may need to be returned to us for assessment and we will endeavour to repair/or replace if the product is found to be faulty.
Manufactured by Pet Doors Australia:
Our manufactured products come with a 12 month warranty. If you purchased a third-party brand from us please contact us as warranty periods for these doors vary.
Please ensure any locking devices (barrel bolts/swivel clips) are not locked until your pet becomes comfortable in using their pet door in an appropriate way. A damaged door because of misuse e.g. pet charging the door when locked is not covered under warranty.
Unfortunately we cannot accept returns or exchanges for Perspex Specials or custom orders. Please check your measurements carefully before purchasing.
If you want to exchange an item please contact our team for assistance first. We only accept exchange returns if the product has not been installed or used by your pet; package it arrived in is undamaged; all parts are included, and the product itself is not damaged or scratched in anyway. We do not cover the price of returned postage, or delivery costs. You’ll also need the receipt or proof of purchase.
To start a return, or warranty by contacting us at enquiries@petdoorsaust.com.au.
Items sent back to us without first requesting a return will not be accepted.
Installations are completed by third party providers. If you are dissatisfied, or have fault, or issue with the installation you will need to contact the installer directly to rectify to your satisfaction. If there is a fault with your pet door (not the installation) you can contact Pet Doors Australia directly.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue.
Please ensure any locking devices (barrel bolts/swivel clips) are not locked until your pet becomes comfortable in using their pet door in an appropriate way.
A damaged door because of misuse e.g. pet charging the door when locked is not covered under warranty.
Over tightening of screws (which is not recommended) is not covered under warranty as this may crack the Perspex. Perspex doors should be tightened with a hand held screw driver to hand tight, and not tightened with electronic tools.
Sliding or Folding Doors - if the barrel bolt grip handle is placed in the upright position whilst a sliding door/or panel door is closed over the pet door and becomes damaged, this is not covered under warranty. We recommend you check the barrel bolt grip handles are down and not protruding before sliding the door, or panel.
Our doors are not intended to be installed into high weather impact areas (wind, rain), or aggressive corrosive environments such as marine, or coastal areas with strong winds carrying sea (salt) water mists onto nearby land areas, or areas with low air quality.
Pet doors are best installed where there is an eave.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method asap. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at enquiries@petdoorsaust.com.au.