Refund policy

Welcome to The Neko Store, we're so glad you're here! We want to provide you and your feline babies the best - food, love, & experience.

This policy walks you through how the cancellations, returns, exchanges, refunds, and replacements work for items purchased on our website.

It is connected and an inherent part of our Terms & Conditions and applies to all the customers who place and receive orders from The Neko Store. By shopping with us, you're agreeing to the terms shared below.


1. Definitions

We / Us / Our: The Neko Store

Customer / You / Your: Anyone who places an order through our website

Order: A confirmed purchase placed through our website

Dispatched: Order status after packaging is completed and it is handed over to our courier partner

 

2. Order Cancellations

2.1 Customer Initiated Cancellations

  • You can cancel your order yourself if it has not been processed or dispatched yet
  • To cancel an order, log in to your account, go to Orders > Select Order> Click Cancel Order 
  • If you cancelled an order, you will receive a store wallet credit of the full amount which can be used for any future purchases within 2 months. 

2.2 Post-Dispatch Cancellations

Orders once dispatched, cannot be cancelled.

2.3 The Neko Store Initiated Cancellations

The Neko Store reserves the right to cancel any order due to stock unavailability, pricing errors, suspected fraud, or any other internal reasons. In such events, a full refund will be issued.


3. Returns & Exchanges

To be eligible for a return, your item must be in the same condition that you received it, unused and in its original condition, and in its original packaging with tags, labels, and accessories intact.

We have a 7-day return policy, which means you have 7 days from the date of delivery to request a return.

Please inspect your order upon reception and contact us immediately or raise it through the website and within 7 days if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

3.1 Raising Return

  1. Login to your account
  2. Go to Orders
  3. Click on the Order
  4. Click on Return Items
  5. Select a Reason and Add a note for us to understand better
  6. Review and Submit
  7. If your return is accepted, it will be picked up from your shipping address at no extra cost.

3.2 Ineligible Items

Below is the list of items which are ineligible for return or exchange:

  • Bedding, Mats, & Travel Supplies
  • Bowls & Feeders
  • Cat Litter
  • Food and Treats
  • Grooming Tools & Supplies
  • Health & Wellness Products
  • Medicines & Supplements
  • Personalised products
  • Toys

Other items that are also ineligible:

  • Items purchased during sales
  • "Add to Wallet" Store Credit
  • Gift Cards 

Opened combo products also cannot be returned. 

Example of Unaccepted Return: raising a return of a 12 pack wet food, of which 2 are used and the rest (10) are unopened.


3.3 Exceptions

For a damaged, defective, wrong, or expired item, you can request a refund within 7 days of delivery.

3.4 Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


4. Refunds 

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded within 7 business days to your choice of payment method - store credit (Instant) or original payment method (Up to 7 business days).

If you have selected original payment method, please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 7 business days have passed since we’ve approved your return and you have not received the refund or any notification of the refund, please contact us at - hello {at} thenekostore {dot} com.

 

5. Store Credit

If you have chosen to receive Store Credit as refund, you will receive the amount instantly upon approval

Store Credit is valid for 2 months from the date of issue, whether you have added Store Credit to receive free delivery or as part of your refund.