Music downloads
Because digital music is delivered immediately on purchase and can't be returned, we don't offer refunds on music downloads once the file has been accessed. This is the standard practice for digital goods under Australian Consumer Law.
Exceptions where we'll refund or replace:
- The file you received is corrupted, incomplete, or different from what you ordered.
- You were charged twice for the same order.
- Your download link expired before you could use it — in this case we'll happily send a fresh link, no refund needed. Use the order lookup page or email orders@boxofcatsmusic.com.
Physical merchandise
You can return unworn, unwashed merch within 30 days of delivery for a full refund (minus return shipping).
Conditions
- Items must be unworn, unwashed, with original tags attached.
- Underwear, socks, and discounted-as-final-sale items are not returnable for hygiene/sale reasons.
- You pay for return shipping unless the item is faulty or we sent the wrong thing.
Faulty or wrong items
If your item arrives damaged, defective, or different from what you ordered, we'll replace it or refund it in full, including return shipping. Email merch@boxofcatsmusic.com with a photo of the issue within 14 days of receiving the order.
How to return
- Email merch@boxofcatsmusic.com with your order number and what you want to return.
- We'll reply with a return address and confirm everything looks good for return.
- Post the item back. Once we receive and inspect it, we'll process the refund within 5 business days back to the original payment method.
Nine Lives Club subscriptions
Monthly MVP
Cancel any time via the Member Area ("Open Stripe Portal" → Cancel). Your membership stays active until the end of the current billing period — no partial-month refunds.
12-Month MVP (yearly)
Yearly subscriptions are non-refundable but stay active for the full 12 months from your start date. You can cancel at any time during that period and you won't be charged for the next year.
Exceptions where we'll refund part or all of a yearly sub:
- You were billed by mistake (e.g. duplicate charge, processing error).
- You signed up within the past 7 days and have not downloaded any members-only content.
Box of Cats Tee (yearly perk)
Yearly MVPs receive one free tee per year. If your tee arrives faulty or in the wrong size due to our error, we'll replace it. Size exchanges for buyer's-choice errors are subject to stock availability — email merch@boxofcatsmusic.com.
Australian Consumer Law
This Refund Policy does not limit or override your rights under the Australian Consumer Law. You're entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage, and to have goods repaired or replaced if they fail to be of acceptable quality.
How refunds are paid
Approved refunds go back to the original payment method via Stripe. Bank processing usually takes 5–10 business days to appear on your statement, depending on your card provider.
Contact
Anything outside these scenarios — just reply to your order email or write to orders@boxofcatsmusic.com and we'll work it out. We're a small label and we'd rather sort things out properly than fight over technicalities.