Orders - How do I return my order?

Return Policy Overview

If you're looking to return an item, you can read our full return policy online for the most accurate and up-to-date information. Please refer to the appropriate policy based on where you made your purchase:

• View Australian Returns Policy

• View USA Returns Policy

Returning an Order from the Australian Store (hakunapets.com.au)

If you purchased from our Australian store, you have 30 days from the date of purchase to return your item if you've changed your mind.

How to Start a Return

1. Submit a Request: Fill out our Contact Form and select “Return” as the Enquiry Type.

2. Return Instructions: We’ll reply with the return address and next steps.

Return Conditions

• Items must be in like-new condition, undamaged, and free from signs of use.

• Attempted installation is okay as long as there are no marks and all parts are included.

For Non-Oversized Items

• You must arrange your own return label (Drop to Australia Post)

• A refund will be issued once we receive the item, excluding any shipping fees paid during your original order.

For Oversized Items

Applies to:

• Glass Patio Pet Door

• Mesh Patio Pet Door

• Mesh Patio Pet Door + Clear Weather Resistant Panels

• We’ll provide a Sendle return label (pickup from your address if you're in a Sendle pickup postcode).

• If you're outside a Sendle pickup area, please arrange your own return shipping or contact us for alternative options.

• Once returned, we’ll issue a refund minus the return label cost and any original shipping fees (if applicable).

Returning an Order from the USA Store (hakunapets.com)

If you purchased from our USA store, please refer to the return policy specific to that region:

• View USA Returns Policy