La Luna Pet Care

BUYER BEWARE – La Luna Pet Care I used La Luna’s online quiz to find the correct pet door insert for my patio door. Based on their own recommendations, I purchased the product they suggested — only for it to arrive and not fit at all. We followed their return process and sent it back in otherwise perfect condition. The only issue? There was a… Read more

tiny pencil mark (literally a millimetre or two) from the installer trying to measure and make it fit. A mark that could easily be wiped off.

La Luna has now refused to refund us, claiming the product is “unfit for resale” because of that tiny mark.

Very disappointing customer service, especially when we relied on their recommendation system in the first place. Please be extremely careful before ordering and make absolutely sure it will fit — because if it doesn’t, you may be left out of pocket.

I am extremely disappointed with La Luna Pet Care. I only purchased this sliding door pet door after confirming suitability in writing and providing detailed measurements and rental limitations. I was explicitly advised it would work. In reality, it… Read more

does not. The door is not fit for purpose: Large gaps remain around the frame even after applying all recommended seals Hot air, insects and noise enter the apartment, making it unsafe in extreme heat The door is very heavy and structurally unstable It does not properly latch or secure and only stays upright through pressure I had to tie it to my existing sliding door handle to stop it from falling over My dog cannot safely use it due to the risk of it toppling Despite this, customer service repeatedly blamed “installation” and pushed fixes that: Do not align physically (security pack holes do not match the latch holes) Require permanent modifications, which are not allowed in rental properties (clearly disclosed before purchase) After days of back-and-forth (one response per day), I was told: The product is not faulty They will deduct $15 from the refund I must pay return postage for a very heavy item They take no responsibility if the product is damaged in transit This is despite the product being unsafe and unusable as supplied. Their return policy is used to override basic consumer expectations, and there is zero accountability when their own pre-purchase advice is wrong. If you are renting, or expect a secure, flush, properly fitting door — do not buy this. Based on my experience, once they have your money, you are on your own.

I purchased the patio pet door from here. Firstly, amazing customer service! I accidentally ordered the folding door and your team helped update my order within 5 minutes. Second, I received the door and was so impressed with the quality! And lastly, I was then contacted to make sure I received my delivery okay. It took my boys (10 year old… Read more

American staffy and 1.5 year old frenchie) a couple of days to get the hang of it but now they use it all day. It's been a lifesaver! Highly recommend this company. Thankyou ❤️

The greatest purchase I’ve made – This product is everything I wanted and more. It’s strong and sturdy. Easy to assemble and use. Makes transporting my pets a dream. We love our daily walks. The inner padding doesn’t seem to fit the base entirely. This was easily resolved with a blanket which I was always putting in the pet stroller anyway. The fold away frame is bulky in the boot. But the quality of this product is everything you want for your pets

Great product and service – Very happy with the one piece doggie door I purchased and especially the service I received All emails and phone calls were replied too promptly The only downside was the colour Their white is a very dull white Doesn't match most doors of high gloss white Thanks guys :)

Faulty Pet Door misaligned. They instructed me to try fix it with a rubber mallet. They accepted the return only to say it's damaged and not in a re-sellable condition. I have now seen multiple reviews of the same behaviour breaching consumer laws for faulty items. I have submitted a complaint to the OFT, the ACCC and initiated a QCAT case. I am… Read more

beyond furious at this shocking business practice and behaviour. Avoid at all costs.

I created a dispute request with the merchant and was notified today that I have won the case and got the money back - $483 (minus $15 dollars on another transaction for the security bar and the QCAT case fee - I am proceeding with the case hearing in March 2025 to retrieve these amounts as this company has made me beyond furious with their behaviour). If they are claiming you damaged the door or shipping damaged the door after a fault is reported, and you sent it back, you should make a dispute request with your payment gateway and go to QCAT.

It's frustrating but like me and others on here, you'll have a very good chance of getting your money back.

Update 2.4.26 After going to QCAT, a court order was sent to La Luna to refund the remainder and the court fee. It was paid and settled by the owner of La Luna Pet Care today.

DON'T BUY FROM THIS COMPANY. I bought a pet stroller on 27-28th October 2025. The product wasn't suitable for my needs, it was packed up and sent straight back within a week. On inspection they stated that I scratched it from over use. (Not from transit.) They are refusing to give me a refund. I bought the product admittedly with limited product… Read more

information on their website. Please be aware they do not honor a change of mind and will scam you out of your right for a refund.

Thanks,

Cheralyn

False advertising. Please note that they have uploaded fake reviews to their own website. They supposedly have 4.7 stars on their own website with 2000 reviews, but on Google and Productreviews, they have mid 2-3 stars. Firstly, their patio pet door width is expanded to 28mm, not 23mm as they advertise on their website when you use their… Read more

extensions. These extensions are required for most doors in Australia as the original door is quite short (even with the height adjustment available). The width of 28mm means that it won't fit most doors in Australia as well so the doors can never completely shut.

Second, their after sales customer service is terrible. Due to the issue with the width as described above, I have opted to receive a refund within 14 days of delivery. Despite being shown proof of the issue, they refuse to admit their mistakes. They have stopped responding to emails and are not processing the refund in a timely manner. For my case, I've had to raise a dispute with my bank and the ACCC.

Lastly, the quality of the door is terrible. The flap is just a piece of cheap plastic which will need to be changed every 2-3 months to shut properly. The glass and metal is cheap, not worth the hundreds of dollars they are charging.

Definitely not worth purchasing from this company. Unfortunately 0/5 stars is not an option.

Edit: note that the bank ruled them out to have falsely advertised their products and gave me the money back. Didn't have to return it, had it taken to the junkyard where it belongs.

Edit 2: The company got so salty that I got the money back, they tried to charge me a refund administration fee of $60 and are asking me to pay it. LOL. Losers

Disappointung experience. Ordered the Cat Cabana Penthouse in December 2024. Didn't arrive until February 2025 but was missing the add on cube. Add on cube arrived in May - damaged box, frayed netting and broken clip. It looked to me like a faulty return item had been sent to me. Numerous emails and photos and have still not been solved. No… Read more

refund, no replacement. Unable to use product. Do not recommend this company. Update: After months and copious emails in regard to this purchase, multiple photos, and a formal draft letter to WA Dept Commerce and ACCC, La Luna finally has sent a replacement cube. I still would not recommend using this company.

I have lodged a report with ACCC and i would urge others to do the same if having issues with La Luna Pet Care. Purchased a pet pram on 02/05, they advertise next day dispatch. After few days and no tracking details i called them only to be advised pram is out of stock, new stock coming in 16/05. When asked why this wasnt communicated before… Read more

payment, they give you the same copy paste apology, issues with stock count etc. But what is super annoying after speaking with them they are still listing the pram as available. So they know there is no stock and wont be able to deliver but still take your money. Their business practice is deceptive and misleading and clearly they false advertise. As per other reviews this is not an isolated problem, reading reviews dated back a year same business practice is evident.

Plastic flap on the rental friendly door deteriorates within a couple months and looks terrible. Have already been through 2 flaps within a year. Customer service was terrible, not remorseful at all and unable to offer a solution/compensation.

DO NOT purchase. bought a cat cube and they sent me a repaired net! no effort for any sort of refund. took me AGES TO fit the net with a man's strength because of this repair. Why sent me a repaired item!!?? at full cost! thread is also shonky on the corner hammock.

Bought a $400 stroller. By 2 weeks it wasn't even shipped. Made an inquiry to find out why and they deleted my order from my account without any refund. I have made a dispute with PayPal. Bunch of scams!

Bought an enclosure with an additional cube attachment. I was invoiced for all products, and all products were labeled as dispatched. When I received the order the additional cube was missing, after emailing the company I was advised the cube is not in stock and they did not know when stock will be in. They said they would keep me updated. I had… Read more

to chase this up after numerous days of no update. For them to tell me it won’t be dispatched until mid May.

During this time they did not offer me an amended shipment notice or a refund. After explaining I am wanting a refund as I did not want to wait until mid May for a product I have already paid for, they advised me the refund will be processed within 7-9 business days. It still has not been processed, and we are now over that mark. When asking for an update all they continue to say is “we will look into it and update you”.

Thankfully I used PayPal, so hopefully I can get my money back. These are not cheap products and it is unacceptable to charge and mark as shipped On products that are not being shipped. Especially those kinds of products with such a long lead time. I have never been so infuriated with a company. I would recommend using catnets Australia for anyone wanting cat enclosures, really not worth the hassle.

Purchased a door and all the necessary parts to hopefully fit to our door, we have a 7 year old home and felt this shouldn't be a problem, but after trying to find ways with our sliding door manufacturer to make it fit securely, we couldn't make it work, so we sent it back. After some time we were told we returned the whole package undamaged… Read more

however were told the adaptor was damaged and sent just a photo of the part on its own, nothing to show our box we sent it in to see if it was damaged in transit as we had pics of the condition of it before it was sent and it was perfect. They had said prior to this that they had refunded everything minus the part that was damaged and that was a lie. I had to keep asking where the refund was and it had not been sent when they said. Everything has been a hassle, save yourself the trouble and how much money has now been wasted for nothing!

Warning - do not deal with this company. I cancelled order, waited indefinitely for a PayPal refund which ordinarly would happen immediately with any other reputable company. Had to ask PayPal to step in and resolve.

Ordered product on 26 February. Website says next day dispatch. When tracking didn't work I contacted customer support and was told no stock until May. Cancelled order and have been chasing return of my payment ever since. They are still advertising the product online with no banner saying out of stock. I've never experienced such poor service… Read more

from an online shopping business. Beware and confirm item is actually available before paying or you will be waiting awhile to get your money back. I'm still waiting.

Would it were possible to give less than one star. La Luna are knowingly selling a the invisiflap small in mislabeled packaging. The instructions for the hole size to be cut in the glass are incorrect. They have admitted this in writing, but refuse to pay for the panel of glass we had cut with the incorrect hole size (based on their packaging)… Read more

instead citing their terms and conditions. Unsurprisingly, we have escalated this to the Department of Fair Trading. Beware buying from them.

Waste of time and money – Terrible product. It makes using the door practically impossible, poorly built and leaves excessive slits for bugs to get through. The only way it works is if you lock it in place making the entire door a glass wall that can’t be opened.

Do not support this business – Deserve a fat 0. Ordered a pet bed and it came in a different colour, asked if they could send out the correct bed as needed it for the coming weekend. Apparently their policy is they cannot send you what you ordered till the incorrect item is returned then they will send out what you actually ordered. We are talking a $35 purchase here. So they… Read more

expect me to wait for the post label to be sent then take time out of my day to go to a post office and post it, wait a week for it to be delivered then another week or longer for it to be processed and correct order sent back. Absolute joke. Will keep the bed which I guess is what their policy wants you to do but will never order from them again. Also an overseas call centre and absolute robotic responses like they are reading from a piece of paper.

Terrible – Ordered a dog pram for an injured dog. 2 weeks later no pram (Melbourne to Sydney) and now being told it’s their “policy” to wait a further 10 days to attempt to resolve this. Customer service terrible and well I can’t comment on the product as I don’t have it! Paid over $400 for a pram I don’t have and now have to buy another one as my dog has spinal issues. Zero care or attempt to resolve from this company.

Do not deal with these guy's – Would be no star if I could. Would never deal again, Stock was showing as in stock when order placed. No communication for 10 days after order placed was supposed to be sent next day. Finally get told no stock and there website is not updated. Asked for a refund now 12 days later still no refund processed. Have been in contact with customer service, oh sorry no customer service.

Missing part, don’t trust them – I placed an order with La Luna Pet Door for a pet door, which included a screen door converter part, as specified on their website and confirmed in my order receipt. The total amount of $486.48 was paid in full inclusive of $75.95 covering the full cost of the converter part. However, upon receiving the delivery on September 26th, 2022 I noticed… Read more

that there was only one package and didn't think it would have contained all the pieces. I immediately contacted La Luna Pet Door's customer service team on to report the missing part. I provided them with all relevant details, including my order number and payment receipt. At this point, La Luna assured me that all items would be in the box and regrettably I believed them. My dog passed away unexpectedly, and we did not have a need to install the door until now. When I looked in the box, there was no converter. Despite my repeated follow-up inquiries, La Luna Pet Door has failed to rectify the issue by either sending the missing part or offering an appropriate resolution. They only state that due to the length of time they are unable to honour anything.