Refund Policy


If, for any reason, you are dissatisfied with your items received please contact us at

You are asked to please include photos of the items you have received along with a snap of your packing slip.


If your order is yet to be shipped and you would like to add items or switch out one of your items for another please contact us as soon as possible on the email address listed above or via our contact us page. We are able to edit your order prior to shipping and invoice for any price differences.

If you have received your order and have changed your mind about the product please note we are not obligated to provide a return or refund according to VIC Fair Trading Policy. However we would hate to think you were left unsatisfied so please contact us and we can have a chat.


As we sell a large assortment of one of items sometimes our website can error and allow to be purchased multiple times. Despite our best efforts over the years we are unable to install a "cart hold". This error is caused by the payments processing for the item completing within seconds of each other.

During peak times, such as Saturday night product drops, we check for these errors periodically. Each item presenting the error is manually checked and the first purchase is determined by time stamps and order numbers. If you were deemed to not be the first purchase you will receive a refund for the purchase price of the item along with an email notification.

It breaks our hearts when this happens and we wish there was a way to stop this.


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.

If Cats Live Here have cancelled your order 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 above. 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.