Refund policy

Retractable Dog Gates & Pet Door policy:

If purchased from

We offer a 30 day return policy for retractable dog gates & pet doors with a proof of purchase. If you are unsatisfied with your purchase, please first contact our customer care team via live chat on our website or by email at so we can help you through your issue. If your retractable dog gate or pet door is found to be damaged/faulty, we will offer to ship a new one to you for free instead of a return.

If you would still like to return the product, a customer care team member will give you the return shipping address (Customers are responsible for return shipping charges). Package must be post marked for return within 30 days of purchase. The product must be returned in reasonable condition1 with all hardware2. Once we receive the returned product we will issue you a full refund of your billed amount.

Please note, this offer is not available for refurbished pet gates or to individually returned pet gates that have been purchased in a twin pack.

1Reasonable condition: Like new, undamaged. 

2All hardware: All parts included within the packaging at point of purchase.

If not purchased From (eg. Amazon, Bunnings Warehouse, etc.):

You must return your product to the place of purchase.

General Policy:

You are entitled to a replacement or refund for a major failure and for compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. If so, please contact Hakuna Pets at the following email: 

Be sure to contact us within 12 months of purchase together with details of the failure and original purchase receipt.

Hakuna Pets does not accept returns for ‘change-of-mind’ purchases. We cannot refund or exchange goods for change of mind or errors you made in your order. We may however, at our sole discretion, allow a return for store credit or exchange product on a case-by-case basis, provided that the item in question is:

  • returned within 28 days of order (at buyers expense);
  • not used or worn (with original tags and/or packaging); and
  • not damaged in any way.
  • In original sealed packaging. 

We cannot accept change of mind returns on items that come in sealed packages or boxes where seals are damaged or broken. Any products returned without proper sealed packaging will be rejected under change of mind

If for any reason you are unsure about any information or require further assistance please get in contact prior to making your purchase.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Refund policy