Cancellation policy

At Koko & Zeus, we want buying for your cat to be simple, flexible, and worry-free. This policy explains your purchase options, how cancellations work, and what happens if you need to make changes.

1. One-Time Purchases

  • You can cancel a one-time order before it is processed or shipped. Please contact us as soon as possible at hello@kokoandzeus.com.au.
  • Once a one-time order has been processed or shipped, it cannot be cancelled, except in cases of faulty, damaged, or incorrect items (see our Refund Policy).
  • Heavy or bulky orders (over 20kg) may incur extra handling fees, which will be confirmed before dispatch.

2. Subscriptions

  • Subscriptions are available in 1, 2, or 3 month intervals, depending on your selection at checkout.
  • You can pause, skip, or cancel your subscription at any time through your account portal. No minimum commitment is required.
  • Subscription orders are automatically billed at your chosen frequency. Your credit card or payment method will be charged unless you cancel before the next renewal.
  • For subscription changes or cancellations, please ensure they are made before your next billing date. We recommend allowing at least 24 hours for processing.
  • If a subscription payment fails, your order may be paused or cancelled. We will notify you if this happens.
  • Any changes to subscription pricing will be communicated before your next billing cycle, and you may cancel before the new price takes effect.

3. General Cancellation Terms

  • All cancellations, pauses, or skips must be requested via your account portal or by contacting us directly at hello@kokoandzeus.com.au.
  • Orders cannot be cancelled once dispatched, except in cases where the item is faulty, damaged, or not as described.
  • For any order that qualifies for cancellation or refund, we will process it promptly and notify you of the outcome.

4. Refunds

  • Refunds are available for:
    • Orders cancelled before dispatch
    • Faulty, damaged, or incorrect items in accordance with Australian Consumer Law
  • Refunds exclude shipping costs, except where the item was damaged or incorrect.
  • We will issue refunds to the original payment method once the returned items are received and inspected (if applicable).
  • For more details, please see our Return & Refund Policy.

5. Additional Handling Fees

  • Orders that are heavy (over 20kg), bulky, or shipped to rural/remote areas may incur additional fees.
  • If extra shipping costs apply, we will contact you before dispatch with a revised quote or the option to cancel for a full refund.

6. Questions?

For any order, subscription, or cancellation questions, email us anytime at hello@kokoandzeus.com.au.