Refund policy

We have a 14 days return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@nekotwo.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at support@nekotwo.com.


Damages and Issues

Upon receiving your order, please inspect it immediately. If you find the item to be defective, damaged, or if you have received the wrong item, please contact us within 14 days of delivery. You must send an email to support@nekotwo.com with the following details:

  • Your order number

  • A description of the issue

  • Photos of the damaged or incorrect item (if applicable)

We will evaluate the issue and work with you to resolve it as quickly as possible. Requests sent after 14 days will not be accepted.


Exceptions / non-returnable items

 Certain types of items cannot be returned, like Pre-Order products, custom products (such as special orders or personalized items), and personal care goods (such as beauty products). All Anime Figures are not returnable if the box has been opened. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges

At Nekotwo, we strive to ensure that all of our customers are satisfied with their purchases. We understand that sometimes you may need to exchange an item, and we want to make this process as smooth as possible. Please read our exchange policy below:

Eligibility for Exchange:

  • Time Frame: Exchanges must be requested within 14 days of receiving your order.
  • Condition of Items: Items must be in their original condition. This means they must be unused, unopened, with all original tags and packaging intact. We cannot accept exchanges for figures that have been opened or clothing items from which tags have been removed.
  • Proof of Purchase: A valid receipt or proof of purchase is required for all exchange requests.

Process for Exchange:

  • Contact Us: To initiate an exchange, please contact our customer service team at support@nekotwo.com. Provide your order number, the item(s) you wish to exchange, and the reason for the exchange.
  • Approval: Our team will review your request and, upon approval, will provide instructions for returning the item.
  • Return Shipping: We are pleased to cover return shipping costs for items that are damaged or incorrectly shipped. To ensure proper handling, kindly use the return shipping label provided by us. Please note that return shipping fees for reasons such as personal preference or change of mind are not covered and will be the responsibility of the customer. Thank you for your understanding.
  • Shipping for Exchanged Items: We are happy to cover both the return and replacement shipping fees for items that are damaged or incorrectly shipped. However, if an exchange is requested for personal reasons, such as a change of mind or preference, all associated shipping fees will be the responsibility of the customer.


Additional Information


Availability: Exchanges are subject to the availability of the desired item(s). If the item you want in exchange is not available, we will contact you to discuss alternative options.

Final Sale Items: Certain items may be marked as final sale and are not eligible for exchange.

We value your patronage and aim to make your shopping experience with Nekotwo enjoyable. If you have any questions or concerns regarding our exchange policy, please do not hesitate to contact us.


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 on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Thank you for choosing to pre-order from our store. Please note that once an order has been placed for a pre-order item, we cannot offer a refund. This is because pre-order items are ordered on the customer's behalf, and we take on the risk of purchasing the item from our supplier.

Additionally, the down payment made at the time of the pre-order will not be returned. This is because the down payment is used to secure the pre-order with our supplier and is non-refundable.

We understand that unforeseen circumstances may arise, but we kindly ask that you carefully consider your purchase before placing a pre-order with us. If you have any questions or concerns, please do not hesitate to contact our customer service team.

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