Refund policy
Change of mind/ Not suitable - If you change your mind about a product you've purchased from us or decide it's not suitable, you can return the item/s for a full refund less delivery within 14 days from the delivery date. Products in the "on sale" category are exempt from the change of mind policy.
Simply log into your account here to start a dispute within 14 days of delivery. Once we approve the return send the item/s back to us in original condition for a refund. If you need further guidance through this process you can visit our help centre here.
Return shipping -
If your item/s were delivered by Australia Post, we will provide a return label for you and deduct $15 from your refund, the parcel will need to be dropped off at the post office. Alternatively, you can send your own items back, however, you MUST provide a tracking number.
If your products are delivered with another carrier, then you will need to organise your own return shipping and provide a tracking number. Parcels returned with your own carrier will incur a $5 restocking fee.
Refunds -
Refunds will be processed after the returned items have been inspected. Inspections can take up to 7 working days and refunds may take up to 7 working days.
***Things to remember***
- Products must be in their original packaging and in brand new condition with their entire contents.
- The dispute MUST be opened within 14 days from the date of delivery including weekends.
- Returns MUST be scanned in transit within 19 days from the delivery date including weekends or the return will automatically close.
- Items purchased as part of a package deal will be refunded after the other items default to non package prices.
This does not affect your statutory rights.
Faulty items -
If you suspect an item/s to be faulty, simply log into your account here to start a dispute. You will likely be asked to provide photos of the fault. We will then replace, repair, or refund you for the item/s in line with your Australian consumer rights and the specific warranty period provided for the particular product.
Returns in detail
Clause 1: Eligibility for Refunds and Returns
1.1. Customised or adjusted pet doors are ineligible for refunds or exchanges. Only standard products can be refunded or replaced. This does not affect your statutory rights.
1.2 This returns policy is only valid when purchasing directly through Animalistic Pet Products Pty. Ltd T/A La Luna Pet Care and not through any other reseller. When purchasing through a third party reseller you must return the product directly to them in line with their terms and conditions.
1.3 We reserve the right to refuse any return, refund or postage costs.
Clause 2: Return Conditions
2.1. Returned products must be in new condition as they were when dispatched from Animalistic Pet Products Pty Ltd T/A La Luna Pet Care, with all contents and original packaging. Products not returned in their original condition may either be denied a refund or charged for.
2.2. A notification of intent to return the product must be made to La Luna Pet Care within 14 days of receipt of the product, weekends inclusive.
2.3. In the event of defective products, repairs, replacements or refunds will be issued at our discretion upon receipt of photographic evidence of the damage.
2.4. Products missing from an order or damaged in transit will be replaced or refunded at our discretion, provided we are notified via email or phone of the damage within 24 hours of receipt of the order, accompanied by photographic evidence.
2.5 The return must be scanned in transit within 19 days from the date of delivery including weekends or the return will be closed automatically.
2.6 We are unable to accept returns in person.
Clause 3: Postage Fees and Refund Conditions
3.1. Postage fees for damaged products may or may not be refunded at our discretion. This does not affect your statutory rights
3.2. Vouchers are non-refundable.
3.3. Return shipping costs are the responsibility of the customer and will be deducted from any refund unless the product purchased has the “free returns” badge.
3.4. Missing contents from a returned order will be charged for or may result in a declined refund.
3.5. Original postage, Zip pay fees, and Afterpay fees are non-refundable.
3.6. Refunds may in some circumstances take up to 30 days to finalise and process.
3.7. Items with free postage will have the actual postage cost deducted from any refund or credit.
3.8 If Animalistic Pet Products Pty. Ltd. organises a collection of freight, this will be within business hours only.
Clause 4: Return Shipping Liability
4.1. Animalistic Pet Products Pty. Ltd. does not accept responsibility for any loss or damage that occurs to parcels in transit on their way back to us, regardless of whether the courier is organised by Animalistic Pet Products Pty. Ltd.
4.2. We advise against leaving a parcel in an unsecured location for the courier to collect, as we will not cover any losses that occur from this action.
4.3. For any delivery rejected by a customer and marked as a return to sender, all shipping costs and a $30.00 administrative fee will be deducted from the refund.