Pet Door Warranty

Every Catwalk® cat door and Dogwalk® dog door is covered by a manufacturer's warranty from Pet-Tek International. This page sets out exactly what that covers, for how long, why the moving parts carry a different term from the door itself, and what to do if something goes wrong.

What's covered, and for how long

Cover runs from the date of purchase shown on your invoice.

Why three years on the door and one year on the moving parts

It isn't an arbitrary split. It reflects what actually wears out.

The body, frame and tunnel don't move. Once the door is fitted correctly, nothing rubs against anything and nothing flexes. There's no wear mechanism at all, which is why we're comfortable standing behind those parts for three years.

The flap and the locking dial are different. They move every single time your pet goes through the door. A cat door in a busy household can cycle several thousand times a year, and the flap takes a knock on every one of them. Those are wear items in the same sense that brake pads are wear items on a car — they're designed to be used up and swapped out, not to last as long as the machine around them.

We'd rather put a short, honest number on the parts that genuinely wear, and keep them cheap and simple to replace, than advertise one long figure and then argue about it when a flap gives out in year four.

What the warranty does not cover

The warranty covers faults in the product. It does not cover damage caused to it. The following void the warranty:

• Storm or impact damage — anything struck by wind-blown debris, a falling branch, a ball, a vehicle or similar.
• Pet chewing — damage from an animal biting or clawing the flap or frame.
• Incorrect installation — a door fitted outside the panel or glass thickness range it was made for, fitted out of square, or otherwise not installed to the instructions supplied with it.

If you're not certain a door suits your panel or glass, check before you fit it — every model lists its thickness range on its product page, or ask our team.

Register your warranty when you buy

There's a warranty card at the back of the instruction manual in the box. Registering takes a minute and means the paperwork is already on file long before you might need it.

1. Fill in the warranty card at the back of the instruction manual, including the date of purchase.
2. Email it to [email protected] together with a copy of your invoice.
3. Keep your own copy of both. They're what you'll produce if you ever make a claim.

How to make a claim

Start with the shop you bought the door from. Most of our retailers hold spare parts on the shelf, so in a lot of cases they can sort you out on the spot — which is faster than anything we can do from Auckland.

If your retailer can't help, come to us. Contact our team with your dated warranty card and a copy of the invoice, and tell us which model you have and what's gone wrong. A photo of the fault usually saves a round of questions.

If the house is sold

The warranty follows the paperwork, not the person. Whoever can produce the dated warranty card and the invoice copy is covered for the remainder of the term — so if you sell the house and leave the documents with the door, the new owner keeps the balance of the cover.

Your rights under consumer law

This warranty is given in addition to the rights you have under consumer law, and does not limit or replace them. In New Zealand those rights come from the Consumer Guarantees Act; other countries have their own equivalents. Nothing on this page reduces them.