Refund policy
Products available on the website www.thenekostore.com ("Platform") can be returned subject to the terms of this returns, exchange, and refund policy ("Policy"). Please check the details before placing an order to be aware if a product is eligible for a return or not.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the receipt or proof of purchase. We have a 7-day return policy, which means you have 7 days from the date of delivery (inclusive) to request a return.
Example: You received product on 1st, the return window closes on the 7th at 23:59 IST or 11:59 PM IST.
To start a return, you can contact us at - hello {at} thenekostore {dot} com.
If your return is accepted, it will be picked up from your shipping address at no extra cost.
Damages and issues
Please inspect your order upon reception and contact us immediately and within 7 (seven) 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.
Non-returnable items
Certain types of items cannot be returned, such as:
- Bedding, Mats, & Travel Supplies
- Bowls & Feeders
- Cat Litter
- Food and Treats
- Grooming Tools & Supplies
- Health & Wellness Products
- Toys
Opened combo products cannot be accepted.
Example of Unaccepted Return: raising a return of a 12 pack wet food, of which 2 are used and rest (10) are unopened.
Example of Accepted Return: Raising a return of 3 pack of treats, of which 1 is open and 2 are not. We can accept a return of 2 treat packs.
We cannot accept returns of items on sale or items purchased at a discount of 15% or higher.
We cannot refund gift cards or "Add to Wallet" store credit.
Exceptions
For a damaged, defective, wrong, or expired item, you can request a refund within 7 days of delivery.
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.
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.