We believe returns should be easy.
A few notes just so we're on the same page.
2. Complete and return any additional information we may need and send it back within 48 hours.
3. Package the parcel exactly as you received it. Remember to use all the protective packaging and to secure all loose objects within the package, to avoid damage to the product on its return trip.
nb. You are liable for the returned product so package it well to ensure you get your refund.
4. Send the package back to us and remember to insure the freight just in case it gets damaged by your courier. (Original and return postage is not refunded). Tracking number must be provided within 5 days of approval.
Important: Attach the RMA number to the outside of the packaging so we can match the parcel to your order.
Refunds and returns
There can be no refunds on customised pet doors or pet doors that have had adjustments made to them. Only standard doors are able to be refunded or swapped. Your statutory rights are not affected.
The product must be returned in the same condition it was dispatched from Animalistic Pet Products Pty Ltd T/A La Luna Pet Care with all contents and original packaging. Any product received that is not in its original condition will be declined a refund or charged for. You must notify La Luna Pet Care of your intent to return the product within 7 days of receiving the product. We recommend consumers retain the original packaging in the unlikely event that it needs to be returned. Any products that are defective will be replaced or refunded at our discretion after photographic evidence of the damage has been received. Products damaged in transit will be replaced or refunded at our discretion and we must be notified via email or phone of the damage within 24 hours of receiving the product, photographic evidence must also be supplied. We may or may not in the case of damaged products, refund postage fees. This is at our discretion. No vouchers are to be refunded. Freight occurring when returning goods are your responsibility. Any missing contents from a returned order will be charged for or we may decline the refund. Original postage, Card processing fees, and Afterpay fees will not be refunded under any circumstances. Refunds may take up to 30 days to finalise and process. Your statutory rights are not affected.
Return shipping - If a parcel is in transit on its way back to Animalistic Pet Products Pty. Ltd. as a return, Animalistic Pet Products Pty. Ltd. do not accept any responsibility or loss resulting from damaged or missing parcels by the courier even if the courier is booked using Animalistic Pet Products Pty. Ltd's account. We do not recommend leaving a parcel out in an unsecured location for the courier to collect. Any loss resulting from this will not be covered by Animalistic Pet Products Pty. Ltd. and a refund will not be issued.
Some products may be shipped from other warehouses or stock transferred. These items may incur a restocking fee to cover shipping and restocking.
We cannot guarantee the security of our product for various reasons and therefore will not be held liable for any direct or indirect loss/ injury resulting from the use of our product. If you wish to use our product you do so at your own risk.
Any person/ persons found to be imitating or copying any of our products, texts, graphics or photos in any way will have legal action taken against them.
Delivery may not require a signature and products may be left outside your property if the delivery driver decides it is safe to do so. We do not accept responsibility for any lost/ stolen freight. If you select "Yes" in the checkout process to "Authority to leave the parcel if receiver not available" then the parcel will be left for you by the courier and the parcel becomes the customers' liability.
Vouchers expire 1 year from issue date and unused vouchers become invalid. Only one voucher can be used per purchase and cannot be used in conjunction with any other offer. Vouchers are not transferable. We reserve the right to refuse any voucher if we suspect it has been transferred to an unauthorised person or has been altered/ tampered with.
Money-back Guarantee (Patio Pet Doors only) (Australian customers only).
If you are not happy with your patio pet door you can return it to us within 7 days of receipt. The item must not be used and it must have its original packaging and entire contents. We cannot refund original postage costs and we do not get involved with return postage bookings or cost.
The money-back-guarantee 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.
We reserve the right to refuse any return, refund or postage costs.
You will need to inform us of your intention to return the product and fill out the appropriate form (available by contacting us directly). If the correct part of the returns request form is not attached to the outside of the packaging we will not process the refund. This form must be completed and returned to us within 48 hours.
We are not liable for any return postage arrangement/ cost or product damaged in transit. Any postage costs incurred will not be reimbursed by us. In the event that we book a return, we will arrange for one pick up only between the hours Monday -
We do not accept responsibility for freight being left in an unsafe location or any other “authorised to leave” consignments. Any missing parts/ damage to the returned product will be charged for and deducted from the refund or declined a refund.
The product must be dispatched and a tracking number provided to us, from the customer within 5 days from the time of return approval by us. (including weekends).
The 5-year warranty applies to Aluminium pet doors only. Warranty does not cover general wear and tear, accidental damage, damage caused by incorrect use or damage from modifications to the product. The flap is not covered under the warranty as it is subject to high wear and tear. Weather seals are not included in the warranty.
Without affecting your statutory rights no refunds are given under the 5-year warranty. Warranty claims will be in the form of replacement parts where necessary. Replacement parts are to be fitted by the customer. Proof of purchase must be shown upon a warranty claim. We reserve the right to refuse any claim that falls within the exceptions noted above. The 5-year warranty is only valid in Australia.
All our products have an Australian standard 12-month warranty unless stated otherwise. Warranty valid in Australia only. La Luna reserves the right to deny any warranty claim that is made due to an item being installed incorrectly or misused. Installations by La Luna approved installers are covered by a limited warranty which protects against manufacturer defects and installation errors. Misuse of the item includes using it for a purpose other than what it is intended, modification of the item and mechanism and improper use by the end user. Please note: It is expected that the animal and end user are trained to use the door within the specifications of use. Ie. reasonable speed when travelling through the door, correct sizing of animal etc.
Sale's and promotions
Sales/ promotions may be run from time to time. Animalistic pet products pty. ltd. reserve the right to refuse sale prices to any customers or cancel a sale at any time without notice. Quotes or pricing advise obtained whilst a sale/ promotional event is active is only valid for the term of the sale unless cancelled earlier. Sale/ promotional prices cannot under any circumstances be honoured outside of the sale/ promotional period. Sales/ promotions are subject to stock and may end early due to limited stock. Free shipping promotions are not available to all locations. Locations outside of these areas will be required to pay a gap fee or choose to cancel the order.
Cat enclosure Warranty
The Cat Cabana Cat enclosure has a warranty period of 1 year from the date of purchase. The warranty covers the frame, connectors, and zip of the product. The warranty does not cover animals chewing holes in the net. When animals chew it is a mental disorder and for this reason, we will not cover this. To prevent your animals from chewing holes in the net, we recommend you spray the net with anti-chew spray. Under the warranty, we will replace the faulty parts, not the entire enclosure. We will only satisfy a warranty claim if we are confident the product has been used correctly.
We have multiple registered designs on our products, that have been fully registered with the Australian government. These designs have been invented by Animalistic Pet Products Pty. Ltd. T/A La Luna Pet Care and remain our property. No registered design can be imitated or copied under any circumstances. Failure to comply with this will result in imminent legal action. For more information on the designs that we have registered can be found here http://www.ipaustralia.gov.au/ Our registered designs are as follows: 201514098, 201514099, 201513494, 201513495
Installations are booked through Animalistic Pet Products Pty. Ltd. T/A La Luna Pet Care. The customer agrees that should the installation not be completed for reasons outside of our control we cannot refund for this service. This includes fixtures/ fittings not being present on site ready for the installer to use to complete the installation and any unforeseen circumstances that may arise. This includes customers with doors that are not standard or are not compatible with our products. Animalistic Pet Products Pty. Ltd. T/A La Luna Pet Care reserve the right to charge additional funds in the event of an unforeseen circumstance that we had no reasonable way of determining prior to commencing the installation. for eg. coming across a concealed pipe, power cable or asbestos in a wall. In any such event, a qualified tradesperson may need to be engaged by the customer, at the customer's expense. Whilst we make every effort to ensure our products are compatible on occasion we cannot confirm this until the installer arrives and attempts fitting. Any loss incurred from an installation/ attempted installation is not the responsibility of Animalistic Pet Products Pty. Ltd T/A La Luna Pet Care and is solely the responsibility of the installer conducting the work if a subcontractor is engaged. We cannot 100% guarantee the result of this service due to any unforeseen circumstances that may occur although we will attempt to complete the job to the best of our ability. We may request additional funds to complete the installation if it cannot be completed in our standard allocated time frame at a rate of $75.00 per hour, any extra materials needed to complete the installation will also be charged for. It is the responsibility of the customer to ensure all items are on site ready for installation and the order they received should be checked to ensure it is correct and complete. La Luna Pet Care will not be held responsible for call-out fees if the installation cannot be completed due to missing products/ parts or access problems. Cancellations/ changes to your installation may incur a $100.00 cancellation/ rebooking fee. An installer will wait 10 minutes on-site to start a job, if no one is able to provide access then a $100 call-out fee will be charged and the appointment will need to be rescheduled. Cancellation on the day of or less than 2 business days before the booking will result in the full amount being charged. If an installation is confirmed and booked in or allocated to an installer a $50.00 administration fee may be charged if the installation is canceled at any time. Some installers are not employed by La Luna Pet Care and are responsible for the service they supply. Third-party Installers do not represent La Luna Pet Care in any way. Purchasing an installation through La Luna Pet Care is a referral service only and we charge a small commission on installs sold, Unless our internal staff are used for installations. Any problems with a completed installation should be addressed whilst the installer is still on site. Animalistic Pet Products Pty. Ltd. T/A La Luna Pet Care will not be held financially responsible for any missed appointments by installers. By purchasing from us you are agreeing to our T’s & C’s.
Where debts remain unpaid by the customer and are forwarded to a collection agency, additional collection fees will be added to the dept to cover third party costs. These third party costs will be calculated by the collection agency and may vary.
We take all reasonable steps to keep secure any information which we hold about you. Personal information may be stored both electronically on our computer system, and in hard-copy form. Firewalls, 2048 Bit v3 SSL encryption, passwords, anti-virus software, and email filters act to protect all our electronic information.
We do not store credit card information, we securely submit credit card information to our bank for processing.
Animalistic Pet Products Pty Ltd T/A La Luna Pet Care may amend this policy from time to time as our business requirements or legislation changes. If we decide to change our privacy the updates will be reflected in this policy.
The information we collect
The types of information that we collect from you will depend on the circumstances of collection and on the type of service you request from us, for example:
When you request services/products from us, we may collect details such as your name, address, company details, billing address, credit card information, email and phone contacts, etc.
Any personal information collected by Animalistic Pet Products Pty Ltd T/A La Luna Pet Care will only:
Be collected by lawful and fair means
Be used for a lawful purpose
Be collected with your consent, and
The purpose of collection will be clear and explicit
Where practicable, the purpose for which we collect personal information and the consequences of not providing it will be made clear at the time of collection.
How information is collected
We obtain most of your personal information about you when you deal with us directly, i.e. over the telephone, send us correspondence (whether by letter, fax or email), and visit our website or when you contact us in person.
As well as collecting information directly from you, there may be occasions when we collect information about you from a third party.
As we are required by law to obtain our consent to the collection of "sensitive information" we will assume that you have consented to the collection of all information, which is provided to us by you in use in accordance with this policy unless you tell us otherwise.
Information collected via our website
Users can generally visit Animalistic Pet Products Pty Ltd T/A La Luna Pet Care's website without revealing who they are or other personal information. Animalistic Pet Products Pty Ltd T/A La Luna Pet Care will not collect any personal information about visitors to our website except when they knowingly provide it. (E.g. via email, "contact us" form. The Animalistic Pet Products Pty Ltd T/A La Luna Pet Care website does not use secure communications to transmit information across the Internet.
Click Stream Data
When you visit our website, Animalistic Pet Products Pty Ltd T/A La Luna Pet Care makes a record of your visit and logs the pages accessed by external users. This information is used by us to help our administrator and improve our website. No information regarding the identity of users or other information is obtained without your knowledge while you are browsing our website.
No attempt will be made to identify users or their browsing activities, except, in the unlikely event of an investigation, where a law enforcement agency may exercise a warrant to inspect Internet logs.
Cookies are small text files, which are placed on your hard drives by some websites to store information. The website may utilize cookies to remember who you are each time you visit certain parts of the website. A more detailed explanation can usually be found at the Privacy Commissioner's website http://www.privacy.gov.au
The Animalistic Pet Products Pty Ltd T/A La Luna Pet Care website may contain links to other sites which may be of interest to you. Linked websites are responsible for their own privacy practices and you should check those websites for their respective privacy statements. Animalistic Pet Products Pty Ltd T/A La Luna Pet Care is not responsible for the privacy practices or the content of such websites.
Use and disclosure of your personal information
For the main purpose(s) for which it was disclosed at the time of collection
Where you have consented to the use or disclosure
Generally, we will use and disclose your personal information for the following purposes:
To provide the services you have requested from Animalistic Pet Products Pty Ltd T/A La Luna Pet Care
To answer your inquiry
For direct marketing of products or services and to keep you informed of new developments we believe may be of interest to you. (If we contact you in this way without obtaining your prior consent, we will provide you with the opportunity to decline any further marketing communications)
Personal information submitted for employment purposes will only be used in connection with our application process. It will not be used or disclosed for any other purpose.
Personal information will not be sold to companies for mailing purposes.
Animalistic Pet Products Pty Ltd T/A La Luna Pet Care will not use your personal information for any other purpose, without first seeking your consent, unless authorized or required by law.
Disclosure of information to third parties
We may share your personal information to third parties, including independent contractors providing services for, or with, Animalistic Pet Products Pty Ltd T/A La Luna Pet Care and we may verify with third parties the personal information you provide to us for the purpose for which it was provided.
In all cases, these third parties are contractually required to keep that information confidential. We prohibit the third party contractor from using personal information about you except for the specific purpose for which we supply it.
Other than the above, Animalistic Pet Products Pty Ltd T/A La Luna Pet Care will not disclose any information about you without your consent unless:
We are authorized or required by law to do so
To protect the rights or property of Animalistic Pet Products Pty Ltd T/A La Luna Pet Care
We reasonably believe it is necessary to prevent a threat to life, health or safety
Security and storage of your personal information
Animalistic Pet Products Pty Ltd T/A La Luna Pet Care will endeavor to take all reasonable steps to keep secure any personal information, which we hold. Personal information is stored on our secure servers or secure files.
Generally, we hold personal information of clients, partners, customers, sponsors, debtors, creditors, candidates, etc in a combination of computer storage facilities and paper-
Our secure servers are protected in controlled facilities and can be accessed only by authorized Animalistic pet products Pty Ltd personnel. All data stored on our servers can be accessed in combination with a valid username and password or biometric fingerprint. Resources are additionally limited with access controls that prevent information from being visible to all valid users.
Animalistic Pet Products Pty Ltd T/A La Luna Pet Care network is secured in a virtual private network and protected by firewall technology.
We would like to advise that the Internet, however, is not always a secure method of transmitting information. Accordingly, Animalistic Pet Products Pty Ltd cannot accept responsibility for the security of information you send or receive from us over the Internet or for any unauthorized access or use of that information. For those who do not wish to use the Internet, Animalistic Pet Products Pty Ltd T/A La Luna Pet Care provides alternative ways of obtaining and providing information.
To safeguard all information collected, Animalistic Pet Products Pty Ltd T/A La Luna Pet Care and all of its employees follow the practices in this policy. No one is permitted to access, record or disclose information for the purpose other than for which it was intended.
Accessing your personal information
You can access the personal information that Animalistic Pet Products Pty Ltd T/A La Luna Pet Care holds about you by contacting the Animalistic Pet Products Pty Ltd T/A La Luna Pet Care Privacy Compliance Manager as detailed in the 'Contact Us' section of this policy.
We will provide you with access to your personal information unless we are legally authorized to refuse your request.
We may charge a reasonable amount to cover our costs of providing the information to you.
Keeping your personal information up-
We take reasonable steps to ensure that your personal information is accurate, complete and up-
If the personal information we hold about you is inaccurate, incomplete or out-
We will respond to your request as quickly as possible, but not more than 14 days after the request has been made.
Complaints regarding your privacy
If you have a complaint about a breach of your privacy of how your personal information is collected or used please direct your complaint to our Privacy Compliance Manager at the address detailed below. We will respond to your query or complaint as soon as possible but not more than 14 days after the complaint has been made.
If you are not satisfied with the response you receive you can forward your concerns via the contact us page. You will receive a further response within 14 business days.
Further information on privacy
For more information about privacy issues in Australia and protecting your privacy, visit the Australian Federal Privacy Commissioner's website, www.privacy.gov.au
A copy of this policy is included in the Animalistic Pet Products Pty Ltd T/A La Luna Pet Care Policies Manual and is also made available on Public Folders / HR / Policies & Procedures.
Policy Responsibility: Human Resources Manager
If you feel this policy needs to be reviewed please contact the appropriate person listed above via the contact us page.
Any of the trademarks, service marks, collective marks, design rights, personality rights or similar rights that are mentioned, used or cited on Temporarypetdoor.com.au are the property of their respective owners.
The materials displayed on this website, including without limitation all editorial materials, information, photographs, illustrations, artwork, and other graphic materials, and names, logos, and trademarks, are unless otherwise stated, the property of Animalistic Pet Products Pty Ltd T/A La Luna Pet Care and are protected by copyright, trademark, and other intellectual property laws. Any such content may be displayed and printed solely for your personal, non-
We are committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.
We may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.
What we collect
We may collect the following information:
What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Links to other websites
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
Controlling your personal information
You may choose to restrict the collection or use of your personal information in the following ways:
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible at the above address. We will promptly correct any information found to be incorrect.
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