Refund policy

Last Updated: October 5, 2026

This policy explains how cancellations, returns and refunds work for orders placed on www.thenekostore.com. It is part of our Terms and Conditions and applies to every order placed on the Platform.

1. Definitions

We / Us / Our: The Neko Store

You / Your: Anyone who places an order through the Platform

Order: A confirmed purchase placed through the Platform

Dispatched: The point at which an order has been packed and handed over to our courier partner

2. Order Cancellations

2.1 Before Dispatch

You can cancel your order yourself at any time before it has been dispatched. To cancel, go to Orders in your Account, select the order, and click Cancel Order, or write to us at hello@thenekostore.com. You will receive the refund as Store Credit immediately, the Store Credit will be valid for 2 months from the date of credit.

2.2 After Dispatch

Once an order has been dispatched, we're unable to cancel it. You may still be able to return it once delivered, under Section 3 below.

2.3 Cancellations By Us

We may occasionally need to cancel an order ourselves, including for stock unavailability, a pricing error, suspected fraud, or other operational reasons. If we do, we'll issue a full refund.

3. Returns

3.1 What's Eligible

A Product is eligible for return if it arrives damaged, defective, unfit for use, or if you receive something different from what you ordered. This applies across every category we sell, including toys and accessories.

We currently don't accept returns for change of mind, incorrect size or fit, or if you simply no longer want the item. If a specific Product carries a broader return window or additional return rights, this will be stated clearly on that Product's page.

3.2 Return Window

You have 7 days from the date of delivery to raise a return.

3.3 How To Raise A Return

  1. Log in to your Account

  2. Go to Orders and select the relevant order

  3. Click Return Items

  4. Select a reason and add a short note so we understand the issue

  5. Review and submit

Please inspect your order as soon as it arrives, and raise a return promptly if something's wrong, so we can sort it out quickly.

3.4 Pickup

Once we've accepted your return, we'll arrange pickup from your delivery address at no cost to you.

3.5 Category-Specific Conditions

The eligibility rule in Section 3.1 applies across all Product categories we sell now and may sell in future. Some categories carry additional conditions on top of that rule, mainly for hygiene and safety reasons:

  • Toys & Accessories: No additional restrictions.
  • Food, Treats, Cat Litter, Grooming Supplies, Health & Wellness Products, Medicines & Supplements: These will be returnable only if damaged, defective, expired on arrival, or incorrect. Once opened or used, they won't be eligible for any other kind of return, for hygiene and safety reasons.
  • Bedding, Mats, Travel Supplies, Bowls & Feeders: Must be unused and in original packaging to be eligible, other than for a damage, defect or wrong-item claim.
  • Personalised Products: Custom or personalised items can only be returned if damaged, defective, or incorrect; they aren't eligible for change-of-mind returns given their custom nature.

Products, or categories, not yet listed on the Platform will be governed by these same principles once introduced; any category-specific detail will also be published on the relevant Product page.

3.6 What's Never Eligible

Regardless of category, the following aren't eligible for return or exchange:

  • Items purchased on sale or clearance, unless damaged, defective or incorrect
  • Store credit and gift cards
  • Opened combo or multi-pack products, where part of the pack has been used (for example, returning 2 used items out of a 10-piece pack)

4. Exchanges

We don't offer direct exchanges at the moment. If you'd like a different variant or product, return the original item under Section 3, and place a new order separately once your return is approved.

5. Refunds

Once we receive your returned Product, we'll inspect it and let you know whether the return is approved. If it isn't, we'll explain why.

If approved, you can choose how you'd like to be refunded:

  • Store credit: issued to your Account instantly on approval, and valid for 2 months from the date of issue, usable towards future purchases on the Platform.
  • Original payment method: processed within 7 business days of approval. Depending on your bank or card issuer, it may take a little longer to reflect after that.

If it's been more than 7 business days since your return was approved and you haven't received your refund or any update, write to us at hello@thenekostore.com and we'll look into it.

6. Questions

For anything not covered here, or if you'd like help with an order, write to us at hello@thenekostore.com.