Refund policy
This Returns, Refunds & Exchanges Policy applies to orders placed through nekotwo.com. In this policy, “we,” “us,” and “our” refer to Nekotwo.
Last updated: August 2026
1. Order Changes and Cancellations
Order Changes
If you need to change an item, quantity, or selected option in your order, please contact us at support@nekotwo.com as soon as possible. We will review your request based on current product availability and order status.
Pre-order items cannot be changed after the listed Pre-order Close Date, and orders cannot be modified once they have been dispatched.
Delivery Address Changes
If you need to change your delivery address, please contact us at support@nekotwo.com as soon as possible. Address changes can only be made before dispatch, and the destination country cannot be changed. Address changes are also subject to the requirements in our Shipping Policy. Once an order has been dispatched, address changes and package redirection are no longer available.
Order Cancellations
To request a cancellation, please contact us at support@nekotwo.com as soon as possible. We may be able to cancel and refund an in-stock item before dispatch, or a pre-order item before the listed Pre-order Close Date. We will review and process each request based on the current order status and specific circumstances.
Combining or Splitting Orders
You may request to combine multiple orders or split an existing order before the relevant items are dispatched. We will review the request based on the order details and fulfillment status.
Combined orders must not exceed the maximum order weight of 20 kg, including packaging; if a combined order exceeds this limit, we may need to ship it as separate packages. Splitting an order may result in additional shipping costs. If additional payment is required, we will confirm the amount with you before proceeding.
Cancellations Initiated by Nekotwo
An order or individual item may be canceled if the product is unavailable, there is an issue with the payment or order information, or we are otherwise unable to fulfill the order.
If only part of an order cannot be fulfilled, we may cancel and refund the affected item while continuing to process the remaining items. If we cancel an order or any item in an order, we will notify you.
2. Minor Imperfections and Packaging Damage
Minor Manufacturing or Transit-Related Imperfections
All products sold by Nekotwo are new. However, minor imperfections may occasionally occur during manufacturing or transportation, such as small scratches, slight paint transfer, minor production variations, or light surface marks.
Minor imperfections that do not materially affect normal use or display are generally not considered product defects and do not qualify for a refund, replacement, or compensation.
Product Packaging Damage
Minor dents, creases, scuffs, or other light packaging damage may occur during transportation. If the product itself remains complete and undamaged, minor packaging damage generally does not qualify for a refund, replacement, or compensation.
We understand that packaging condition may be important to collectors. Significant packaging or product damage may be reported under Damaged or Defective Items.
3. Damaged, Defective, Missing, or Incorrect Items
Damaged or Defective Items
If an item arrives with significant damage or a product defect, please contact us at support@nekotwo.com within 14 days of delivery and provide the materials listed under “Required Information and Evidence.”
Depending on the issue and product availability, we may offer a replacement part, replacement item, partial or full refund, or another appropriate solution.
Incorrect or Missing Items
If you receive an incorrect item or an item is missing from your order, please contact us at support@nekotwo.com within 14 days of delivery and provide the materials listed under “Required Information and Evidence.”
Depending on the circumstances, we may arrange an exchange, ship the missing item, or issue a partial or full refund.
4. Returns and Exchanges for Personal Reasons
Eligibility
If you ordered the wrong item, changed your mind, or no longer want the product, you may request a return or exchange by contacting us at support@nekotwo.com within 14 days of delivery.
Exchanges are subject to product availability. We will review each return or exchange request based on the item’s condition and the specific circumstances.
Condition of Returned or Exchanged Items
Whether you are requesting a return or an exchange, the item you send back must remain unopened and in brand-new, resalable condition. All original packaging, accessories, bonus items, gifts, and other included contents must be complete and returned with the item.
Inspection of Returned Items
Returned items will be inspected after receipt. If the item itself is not unopened and in brand-new, resalable condition, we will be unable to process the return, refund, or exchange.
5. Non-Returnable Items
The following items are not eligible for return or exchange for personal reasons:
- Items clearly marked as Final Sale
- Gift cards
- Digital content, download codes, or redemption codes that have been delivered, revealed, redeemed, or used
- Customized, personalized, or special-order items made according to specifications, instructions, or designs provided by the customer
If a product, gift set, bundle, or collection set includes digital content or a redemption code, all included contents must remain complete and unused. Individual components generally cannot be returned separately for personal reasons.
These restrictions apply only to returns or exchanges requested for personal reasons. They do not affect claims under “Damaged, Defective, Missing, or Incorrect Items.”
6. How to Request a Return, Refund, Replacement, or Exchange
Required Information and Evidence
Please include your order number, the item involved, a clear description of the issue or reason for the request, and relevant photos or videos in your initial email.
- Damaged, defective, stained, deformed, or appearance-related items: Provide a clear unboxing video, close-up photos of the affected area, and photos showing the complete item, product packaging, and outer package.
- Incorrect or missing items: Provide a clear unboxing video and photos of all items received, the shipping label, and the outer package.
- Functional, electronic, or assembly-related issues: Provide a clear video demonstrating the issue.
- Returns or exchanges for personal reasons: Provide photos showing that the item remains unopened and that the original packaging, accessories, bonus items, gifts, and other included contents are complete.
Depending on the product type and the nature of the issue, we may request additional information. All submitted evidence must be authentic. Claims supported by AI-generated, digitally fabricated, materially altered, or falsified photos or videos will not be accepted.
Review and Return Instructions
We will review the submitted information and let you know how the request will be handled. If an item needs to be returned, we will provide the return instructions and next steps.
Please do not return any item before receiving these instructions. Items sent back without prior confirmation may not be accepted.
7. Return and Exchange Shipping Costs
Costs Covered by Nekotwo
If a return or exchange is required because an item arrives significantly damaged or defective, or because we sent an incorrect item, we will, depending on the circumstances, cover the necessary shipping costs and any applicable return-related customs duties, taxes, or carrier charges confirmed with you in advance.
Please follow the instructions provided by our customer support team. Costs incurred without prior confirmation may not be reimbursed. If we approve a refund for an item that arrived damaged or defective, or that was incorrectly sent, the original shipping fee will also be refunded as part of the refund.
Returns or Exchanges for Personal Reasons
For returns or exchanges requested because the customer ordered the wrong item, changed their mind, or for another personal reason, the customer is responsible for the return shipping cost and any applicable customs duties, taxes, carrier charges, or other return-related fees.
For exchanges, the customer is also responsible for the cost of shipping the replacement item. Original shipping fees are non-refundable for returns or exchanges requested for personal reasons.
International Returns
For international returns, please follow the declaration and address instructions provided by our customer support team. Incorrect declaration information or addressing may result in additional charges, delays, or delivery failure.
Responsibility During Return Shipping
Unless return shipping is arranged by us, the customer is responsible for the returned package until it is delivered to the return address provided by our customer support team. We are not responsible for damage or loss during return shipping arranged by the customer.
We recommend using a trackable shipping service and keeping the shipping receipt and tracking number until the return is completed. We may be unable to process a return or refund if the item is damaged in transit or does not reach the designated return address.
8. Refunds
Refund Review
We will determine the refund based on the condition of the returned item. If the item does not meet the applicable return conditions or is missing required packaging or contents, we may reduce the refund amount or decline the refund.
Refund Method and Amount
Approved refunds will be issued to the original payment method and cannot be redirected to a different card, account, or payment method.
If we pay any return shipping, replacement shipping, customs-related charges, or other costs that are the customer’s responsibility, those amounts may be deducted from the refund.
Refund Timing
Once a refund has been issued, the time required for the funds to be credited to your account depends on your bank, card issuer, or payment provider.
If you have not received the refund after the processing period advised by your payment provider, please contact them first. You may also contact us at support@nekotwo.com for assistance with confirming the refund status.