Returns

If you need to return an item, this page explains how returns work. We’ve kept it simple so you know exactly what to do.

We don’t currently offer exchanges. If you’d like a different item, please return your original purchase for a refund and place a new order.

Quick Overview

• Returns are accepted within 30 days of purchase only

• Returns are customer-led – customers arrange and pay for return shipping

• Refunds are processed after the item is received and inspected

• Faulty or damaged items are handled separately via our Warranty Claim Form

How to Request a Return

To request a return, submit our Return Request Form via the website Support > Contact > Enquiry Type 'Return'

Once your request is approved, you’ll receive:

• The return shipping address

• Clear return instructions
  
  

You’ll then need to organise return shipping using your preferred courier.

Important: Return shipping is arranged and paid for by the customer. We do not provide return shipping labels.

Return Timeframe

• Return requests must be submitted within 30 days of the purchase date

• Returns requested outside this timeframe are not eligible

Return Conditions

Returned items must:

• Be in reasonable, unused condition

• Include all original parts and hardware

• Not show signs of damage caused by use or installation

Refunds exclude any original shipping fees paid at checkout.

Faulty or Damaged Items

If your item is faulty or arrives damaged, do not submit a return request.

Instead, please complete our Warranty Claim Form so we can assess the issue and assist you as quickly as possible.

• AUS Warranty Claim Form

• US Warranty Claim Form

Where You Purchased

Purchases from Hakuna Pets Websites

This returns process applies only to items purchased directly from:

• hakunapets.com.au (Australia)

• hakunapets.com (USA)

Purchases from Third-Party Retailers

If you purchased your item from another retailer (e.g. Amazon, Bunnings, Walmart), returns must be made directly with the original place of purchase, as they manage their own return policies.

After 30 Days

We’re unable to accept returns or offer refunds for orders submitted after 30 days from the purchase date.

This helps us process returns fairly and ensure returned items meet quality and safety standards.

If you’re unsure whether your situation qualifies, feel free to contact our support team and we’ll review it with you.