Refund policy
The short version. Three written commitments: (1) damaged, faulty or incomplete - we fix it at our cost, you send nothing back; (2) late - you choose between more time and a full refund; (3) your council refuses a garden enclosure as containment - full refund and we collect it. We do not take an enclosure back for a simple change of mind: read the page, ask us anything, and check your council's rule before you order.
Damaged, faulty or incomplete. Please open the carton soon after delivery and check the parts against the list on the product page. If a part is missing or damaged, or a fault shows up later, email contact@calnido.com with your order number and photographs. We send the replacement part at our cost, and you do not return anything. If the problem is a major failure under the Australian Consumer Law, you choose: a complete replacement, or a full refund and we collect the enclosure at our cost. The Australian Consumer Law guarantees last for a reasonable time, not just a few days. These commitments come on top of those guarantees; they never replace them.
One year against rust. The frame is warranted against rust for 12 months from delivery. This warranty is given by Calnido (Fares SALAH, sole trader, 37 rue Edouard Herriot, 93190 Livry-Gargan, France - contact@calnido.com - +33 7 84 96 67 08). To claim, email us photographs of the rusted part and your order number within the 12 months. We replace the rusted part at our cost, including delivery; if the part cannot be supplied we refund you. You bear no cost for a valid claim. This warranty is in addition to your rights under the law.
Your rights under Australian law. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and 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.
Late delivery. The delivery date is written on your order. If we miss it, we write to you and you choose: give us more time, or take a full refund. If you have not answered within 7 days, we refund you in full.
Your council says no. If your council does not accept a garden enclosure as a way to keep your cat contained, send us its written answer within 90 days of delivery. We refund the full price and we collect the enclosure at our cost.
Change of mind. You may cancel at no cost until your carton has left the warehouse: email us and you are refunded in full. After that, we do not accept returns for a simple change of mind - the carton comes by sea from China and cannot sensibly travel back. This does not limit any of the commitments above, or your rights under Australian law.
How refunds are paid. To the payment method you used, within 10 business days of our written confirmation. One payment in, one payment back: we never offer instalments or credit.