How Do Returns Work?

Short Answer

You can return items within 30 days of purchase by submitting a return request. Customers arrange and pay for return shipping, and refunds are processed after the item is received and inspected.

Quick Overview

• Returns accepted within 30 days of purchase only

• Customers arrange and pay for return shipping

• Refunds are issued after the item is received and inspected

• We do not offer exchanges

• Faulty or damaged items are handled through a warranty claim, not a return

How to Request a Return

1. Go to Support > Contact on our website

2. Select enquiry type: Return

3. Submit the Return Request Form

Once approved, you’ll receive:

• Return shipping address

• Step-by-step return instructions

You can then send the item back using your preferred courier.

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

Return Timeframe

• Return requests must be submitted within 30 days of purchase

• Requests outside this timeframe are not eligible

Return Conditions

Returned items must:

• Be in unused, reasonable condition

• Include all original parts and hardware

• Not show signs of damage from use or installation

Note: Refunds do not include 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

• Submit a Warranty Claim Form instead

This allows us to assess and resolve the issue faster.

• AUS Warranty Claim Form

• US Warranty Claim Form

Where You Purchased

Purchased from Hakuna Pets Website

This return process applies to orders from:

• permachildsafety.com.au (Australia)

• permachildsafety.com (USA)

Purchased from a Retailer

If you purchased from a third-party retailer (e.g. Amazon, Bunnings, Walmart):

• Returns must be handled directly with that retailer

• Their return policies will apply

After 30 Days

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

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

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