Refund policy

Returns & Refunds

If you have a problem with your order, please contact support@nekoan.com or use the messaging option on our website, where available. Include your order number and details of the issue so we can help.

14-Day Returns

For eligible, non-personalized products, you may notify us that you wish to return your purchase within 14 days after delivery. Please send the goods back within 14 days after notifying us.

Please contact us before sending a parcel so we can provide the correct return address and instructions. European returns can be sent to our return location in Germany; we will provide the address when you contact us. For other destinations, we will confirm the appropriate return location. Do not send a return to the dispatch address without checking with us.

For UK and EU consumers exercising a statutory right of withdrawal, a clear statement that you wish to cancel is sufficient. You do not need to give a reason, and our prior approval is not a condition of that right.

Condition of Returned Items

Please handle products carefully and return them clean, with their tags and original packaging where reasonably possible. Avoid washing, prolonged wear, pet hair, stains or odors. For UK and EU statutory withdrawals, you may inspect the goods as you would in a shop. We may make a lawful deduction for loss in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Missing original packaging does not automatically remove your statutory rights.

Return Shipping & Original Delivery Charges

For change-of-mind returns or a size selected incorrectly by the customer, the customer pays the direct cost of return postage. This is the carrier's actual charge; we do not charge a fixed return-postage fee or a restocking fee.

If you exercise a UK or EU statutory right to withdraw from the entire order, we will also refund the cost of our least expensive standard delivery option. Additional charges for a more expensive delivery service are not refundable. Outside these statutory withdrawals, original delivery charges are non-refundable unless the return results from our error or applicable law requires otherwise.

Size & Fit Assistance

If the size is unsuitable, please contact us with your order number, the size purchased and the size you need. We will review your situation and discuss an appropriate solution. Any agreed exchange, additional delivery charge or product-price difference will be explained before you decide to proceed. Additional assistance is assessed individually and does not limit your rights to return goods or obtain remedies under applicable law.

Damaged, Defective or Incorrect Items

Please contact us promptly if an item arrives damaged, defective or different from what you ordered. Include a description of the problem and, where reasonably available, photos to help us assess it. We will arrange the remedy required by applicable law, which may include repair, replacement, a price reduction or refund. Necessary return or replacement costs for a confirmed defect or our error will be borne by us. The 14-day change-of-mind period does not limit your statutory rights concerning faulty or misdescribed goods.

Personalized Products

Goods made to your individual specifications or clearly personalized are excluded from change-of-mind returns where permitted by law. A standard product is not automatically excluded just because it is produced after an order is placed. Your rights regarding damaged, defective or incorrect goods remain unaffected.

Refunds

Refunds are issued to the original payment method, unless another method is expressly agreed without additional cost to you. For UK and EU statutory withdrawals, we will refund within 14 days of being informed of your decision to cancel. We may withhold the refund until we receive the goods or evidence that they have been sent back, whichever is earlier, unless we have offered to collect them. For other eligible returns, we will process the refund within 14 days after receiving the returned goods. Your bank or payment provider may need additional time to display the funds.

Contact & Your Rights

Email: support@nekoan.com. Nothing in this policy excludes or restricts mandatory consumer rights under applicable law.

UK & EU Right of Withdrawal

For eligible goods purchased online, you have the right to withdraw from the contract without giving a reason within 14 days. The period expires 14 days after you, or a third party you nominate other than the carrier, receive the goods. For an order containing multiple goods delivered separately, the period starts when you receive the last item.

To exercise this right, inform NEKOAN LTD by a clear statement, for example by email to support@nekoan.com. You may use the optional form below, but it is not required. Sending your notice before the withdrawal period expires is sufficient. Your notice does not require our approval. Please contact us promptly for the correct return address, and send eligible goods back within 14 days after notifying us.

The reimbursement, delivery-cost, return-postage, handling and personalized-goods rules set out above apply. We will not charge an additional fee for processing a statutory withdrawal.

Optional Withdrawal Notice

Complete and send this notice only if you wish to withdraw from the contract.

To: NEKOAN LTD, Initial Business Centre, Unit 7 Wilson Business Park, Manchester, M40 8WN, United Kingdom
Email: support@nekoan.com
Telephone: +49 15560 750771

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
Goods: ____________________
Order number (if available): ____________________
Ordered on / received on: ____________________
Name of consumer(s): ____________________
Address of consumer(s): ____________________
Signature of consumer(s) (only if submitted on paper): ____________________
Date: ____________________

Delete wording that does not apply. This notice is for communicating withdrawal; please contact us for the appropriate parcel return address before posting returned goods.

For full company and customer-service details, see our Contact & Company Information.