Cancellation Policy


If you decide to cancel all or part of your order before it is shipped you will incur a 10% cancellation fee. This fee will be deducted from your refund amount. 

Unfortunately, we cannot cancel any orders once they have been dispatched from our warehouse.


All cancelled orders incur at 10% cancellation fee. This fee is calculated as follows:

Purchase Price for Order (inc shipping costs) divided by 10 = 10%

eg. 'Customer A' ordered a $20 crystal and paid $8 for shipping. The purchase price for their order is $28. The order is waiting to be shipped.

'Customer A' has contacted Cats Live Here and requested the unshipped order be cancelled. Cats Live Here processes the cancellation and submits a refund of $25.20 back to the customers original payment method.

The refund amount is calculated by deducting 10% ($2.80) from the original purchase price.


If you have had your order cancelled by Cats Live Here please check your email as the reason why will be expressed to you. We reserve the right to refuse any order place with us as per our Terms of Service listed below.

All store issued order cancellations will not incur the 10% cancellation fee.


Our system has built in Fraudulent Order Detection. If an order is flagged as being possibly fraudulent Cats Live Here will contact you requesting further information to confirm your purchase has been made legitimately.

We may request the following information:

- A screenshot of your account corresponding to the card used for payment to prove the card is yours

- A screenshot of the account linked to the card used for purchase and proof that the card holder has granted their consent.

- Proof of shipping address

Cats Live Here reserves the right to deny any proof submitted that does not meet our needs and criteria, cancelling the order.

If you believe an error has been made, please contact us as soon as possible.


We comply with VIC Office of Fair Trading regulations on refunds and are not required to provide a refund or replacement if you change your mind. More information can be found here:

All order issues must be brought to our attention within 14 days of you receiving your order - the date of delivery as per AusPost tracking records.