Refunds & Returns Policy
30-Day Returns
We know how cats can be, so at Neko Neko, it’s totally A-OK to change your mind (or rather, theirs). If you’re not totally satisfied with your purchase, simply return it within 30 days to us, together with proof of purchase, for a full refund.
How do I return my purchase?
Simply return the unused product in its original packaging within 30 days from the date of purchase to any of our stores.
The item must be accompanied by either:
- A delivery note (included for online orders) or;
- A receipt (for physical store purchases)
To remain eligible for the return, your item must:
- Remain unused in its original packaging and form
- Not be defective or damaged
- (If it is a perishable product), have at least 6 months of shelf life remaining
- Not fall into any of the following categories:
- Sale items
- Items specially indented for purchase (indicated as Available on Backorder)
- Frozen and chilled products
- Assembled cages, pet furniture, beds, carriers, enclosures, fountains, gates etc.
- Collars, leashes, and harnesses (recovery collars included)
- All other wearables
Once we have checked the returned item for signs of defect or damage, we’ll provide an exchange on the item, or reverse your payment within 7 working days.
Refunds & Returns Eligibility
If your order did not meet your expectations, we’d love to make it right. Depending on the reason, you may request a refund and/or return your purchase.
| Reason | Eligibility | T&Cs |
|---|---|---|
| I received a defective item* on my online order | Return or Exchange |
To raise a request for a product exchange, please follow the steps outlined below: 1. Retain the unused item and any parts in its original packaging 2. Take photos or videos of the item 3. Reach out to us within 7 days from the date of delivery |
| I placed an online order but the item is out of stock | Refund | Reach out to us and we will process an immediate refund for out of stock items – no questions asked. |
| My online order arrived with missing or incorrectly packed items* | Re-delivery or Refund |
Please follow the steps outlined below: 1. Take photos or videos of your order and all items in it, as it was received 2. Reach out to us within 7 days from the date of delivery |
| I would like to return an item for an order I made online | 30-Day Return Policy |
1. The item must comply with our terms & conditions (see above) 2. The item must be returned with the physical delivery note attached at delivery |
| I would like to return an item I purchased at one of the Neko Neko Cat Stores | 30-Day Return Policy |
1. The item must comply with our terms & conditions (see above) 2. The item must be returned with its original receipt 3. The item can only be returned at the outlet it was purchased from |
*Please note that our 30-day return policy is not applicable in these scenarios.
Other Terms & Conditions
A defective product shall be defined as one which:
- Contains missing parts required for operation or use
- Injured packaging that compromises the safety of use
- The customer believes is inferior in quality
A note regarding canned goods:
Please note that lightly dented canned foods are not considered defective. The likelihood of cans denting during transit to you is elevated by a few factors, namely:
1. Movement of cans within the parcel (ie. minute spaces between cans of different sizes may cause denting)
2. Friction between cans of different sizes (ie. larger cans may dent smaller cans)
3. Friction between cans of different metal densities (ie. harder cans may dent softer cans)
In a bid to be environmentally friendly, we do our best to reduce packaging waste and filler material. If you are concerned or bothered by minor denting, we ask that you leave a request at checkout to ask that we take additional steps to secure your parcel with packing material such as foam peanuts, styrofoam or bubble wrap. However, such synthetic material have a harmful impact on our environment. We urge you to think keenly about the need for this before making such a request!
How soon will I receive my refund?
Refunds once initiated are immediate and automatically reflected in our system. However, your funds may take a couple days to get back to you.
Credit Card
If you’ve paid for your order using a credit card, the refund will be credited back to the same credit card. The fund reversal should reflect on your bank statement within 3-5 working days.
Debit Card
If you’ve paid for your order using a debit card, the refund will be credited back to the same debit card. The fund reversal should reflect on your bank statement within 9 working days.
PayNow or Equivalent Bank Transfer
Fund reversal should reflect within 14 working days. Please note that we will not be able to redirect refund to a separate bank account, credit card or PayPal account.