At Nekopia Pets, we want to ensure our customer's experience to be a pleasant one - which is why we've made our returns policy as simple as possible.

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Please note: We cannot issue refunds unless you have first spoken to a Nekopia representative, as we need to issue you with a returns number and address before you send us back any items.

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Refund Policy

Refund will be charged 5% processing fee from third party payment provider except for product fault or quality issues from Nekopia Pets. Please contact us via email or mobile if you have changed your mind regarding your order.

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Returns Terms & Conditions

• We do not offer a refund for a change of mind, the customer is only entitled to a refund or replacement for a major problem with a product covered by consumer guarantees.

• We only accept returns if the order received has any defects or damaged up to 7 days from purchase, providing it is unopened and in original condition (including packaging). For these purchases you can return your order for exchange or store credit.

• The customer is responsible for the cost of an item's return, unless there was an error on our behalf. Due to the nature of couriers, it may cost more to send an item back to us than us shipping it out to you.

• We cannot offer refunds or exchanges on food, treats or any edible items that are opened due to strict health policies. Please make your selections carefully, and double check your order before submitting.

• If you require further information about our refunds policy please see our Terms of Use.

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Damaged Or Faulty Items

If you received a damaged shipment or product, please email photos of the damaged item to nekopiapets@gmail.com or message us on wechat, include your invoice number and name, and we will work with you to resolve the issue.