ABOUT NEKKO

Returns & Refunds

We want Nekko to feel right in your home — and for your cat. If it doesn’t, our 30-day money-back guarantee gives you a simple way to request a return.

Start a return

Please contact us before sending anything back. Include your order number, the email used at checkout, and a short explanation of why you’d like to return the item.

Return eligibility

To help us process your return smoothly, items should generally be returned in reasonable condition with the original components and accessories included.

  • The return request must be submitted within 30 days of delivery.
  • Please provide proof of purchase or your Nekko order number.
  • Items that are damaged through misuse, improper installation, or avoidable customer-caused damage may not qualify for a full refund.
  • For hygiene and safety reasons, heavily soiled or contaminated pet products may be ineligible for return unless they arrived defective.

Damaged, defective or incorrect items

If your order arrives damaged, defective, incomplete, or different from what you ordered, contact us as soon as possible. Photos or a short video may be requested so we can review the issue quickly and offer the appropriate resolution.

Return shipping

Return instructions and the correct return destination are provided by our support team after your request is reviewed. Please do not send a return to an address shown on a parcel or elsewhere on the website unless our team has confirmed it for your specific return.

Responsibility for return shipping may depend on the reason for the return, your location, and the circumstances of the order. We will explain any applicable shipping responsibility before you send the item back.

Refunds

Once an approved return is received and inspected, we’ll notify you of the outcome. Eligible refunds are issued to the original payment method. Your bank or payment provider may require additional processing time before the funds appear in your account.

Original shipping charges, upgraded shipping fees, or other non-product charges may be non-refundable unless required by law or the return is due to an error on our side.

Order changes & cancellations

If you need to change or cancel an order, contact us as quickly as possible. We’ll do our best to help, but once an order has entered fulfillment or shipped, changes may no longer be possible.