Refund policy

We want you to be happy with what you bought. If you are not, here is exactly how to undo it. This policy applies to every order placed on this store and forms part of our Terms of Service.

1. Your 30-day window

You have 30 days from the day your order is delivered to request a return, for any reason and without having to justify it.

If you are shopping from the European Union or the United Kingdom, you also have a statutory right to withdraw from the purchase within 14 days of delivery. Our 30-day window is offered in addition to that right and does not limit it in any way.

2. What can be returned

  • Items that are unused and in the condition in which they arrived, complete, with all parts and their original packaging.
  • For hygiene and animal-health reasons we cannot accept grooming, bathing or pest-control items that have already been used on an animal, edible products whose seal has been opened, or beds and textiles that have been used by a pet.
  • Items reported as faulty, damaged in transit, or different from what was ordered are always accepted, whatever their condition on arrival.

What is not a fault: normal wear, and damage caused by an animal using the product — chewing, scratching, clawing, soiling or pulling apart — are not manufacturing defects. Neither is an animal simply not liking or not using the item; that is covered by the change-of-mind route in section 4, provided the product is still unused and complete.

3. How to request a return

  1. Email Nekonekostore01@gmail.com with your order number and, where relevant, a photograph of the item.
  2. We reply with the return address and instructions, normally within one business day.
  3. Return the item and keep proof of postage. Until it reaches us, the parcel is your responsibility.

Please request the return before sending anything back. Parcels returned without prior notice cannot always be matched to an order, which delays the refund, and parcels sent to an address other than the one we give you may not reach us at all.

4. Cost of the return

  • Change of mind: the customer pays the cost of returning the item.
  • Faulty, damaged or incorrect item: we pay all costs, including the original shipping cost.

5. Items returned used or incomplete

Where the law allows it, we may reduce a refund to reflect any loss in value caused by handling beyond what is needed to check the nature and characteristics of the product — for example an item returned used, washed, assembled, soiled, incomplete, or without its packaging. We will always tell you the amount and the reason before issuing the refund, and you may ask for the item to be returned to you instead, at your cost.

6. Damaged or incorrect items

Report the problem within 14 days of delivery, attaching a photograph of the item and of the packaging it arrived in. We will send a replacement or issue a full refund, at your choice. For low-value items we may not require the item to be sent back.

7. Refunds

Once we receive and inspect the returned item, we issue the refund to the original payment method within 5 to 10 business days. Your bank or card issuer may take additional days to show the amount. We will email you when the refund is issued.

Original shipping charges are refunded when the return is due to our error. In a change-of-mind return, the original shipping charge is not refunded. If a partial return brings the value of the order below the free-shipping threshold, the shipping cost that the order originally qualified for may be deducted from the refund.

8. Cancelling an order

If you email us within 12 hours of placing your order we can normally cancel it before dispatch and refund you in full. Once an order has been dispatched it must be handled as a return.

9. Orders that never arrive

If your order has not arrived 30 business days after purchase, contact us and we will resend it or refund it in full. You do not need to deal with the carrier yourself. See our Shipping Policy for parcels shown as delivered but not found.

10. Fair use of this policy

This policy is written to be generous, and it is offered in good faith. We reserve the right to decline a return or to refuse future orders where we have reasonable grounds to believe the policy is being used abusively — for example repeated claims of non-delivery, returns of items that were clearly used, or claims that do not match the evidence. This does not affect your rights under mandatory consumer law.

11. Contact

All return requests and questions about this policy: Nekonekostore01@gmail.com. A member of our team replies personally, normally within one business day.