Return & Refund
Change of mind or damaged?
Refer below for our Return, Refund and Exchange Policy.
- 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:
Item must be brand new, in original condition upon receiving it.
Must not be opened or used.
Seal (if any) must be intact.
Proper packaging to be used when returning.
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.
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
- (Optional) Reason for return
- Photo of item(s)
For Broken/ Damaged/ Lost Items
We provide refund for items that are damaged and/or broken or lost during shipping.
We also offer replacement(s) depending on stock availability.
Damaged/ Broken/ Lost product via Normal mail
Damaged product due personal mishandling
Damaged packaging but product intact
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
- To be Refunded/ Replaced
- Photo of parcel when it arrived
- Photo of damaged/ broken product together with shipping label & package
Strictly no exchange of products.