Return & Refund
Change of mind or damaged?
Refer below for our Return, Refund and Exchange Policy.
Returns
- Returns can be requested within 3 days of receiving your order.
- Shipping cost of return will be beared by Buyer.
- Nekohouse shall not be responsible for damaged items during return shipment.
- All approved returns will be refunded back to your selected payment method.
- Shipping fee will not be refunded.
Conditions for return:
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Item must be brand new, in original condition upon receiving it.
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Must not be opened or used.
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Seal (if any) must be intact.
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Proper packaging to be used when returning.
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If purchased in set (i.e. 3 bowls with 1 plate), the product(s) must be returned as a set. No missing piece is allowed.
Exceptions:
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Discounted items under clearance or sale cannot be returned or refunded unless otherwise stated. (Refer to refund policy below)
To request for return, please email us and provide the following:
- Order Number
- Item(s) to be returned
- Quantity
- (Optional) Reason for return
- Photo of item(s)
Refund
For Broken/ Damaged/ Lost Items
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We provide refund for items that are damaged and/or broken or lost during shipping.
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We also offer replacement(s) depending on stock availability.
Exceptions:
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Damaged/ Broken/ Lost product via Normal mail
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Damaged product due personal mishandling
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Damaged packaging but product intact
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Leaked product due to its nature, production, or air freight
For refund or replacement, do contact us and provide the following:
- Order no.
- Item to be refunded
- Quantity
- To be Refunded/ Replaced
- Photo of parcel when it arrived
- Photo of damaged/ broken product together with shipping label & package
Exchange
Strictly no exchange of products.