Refund policy

14-day return policy

You may request a return within 14 days of delivery. To be eligible, the item must be unused, in its original condition, and returned with its original packaging and proof of purchase.

Start a return

Sign in to your Nekomori customer account at https://shopify.com/101002182973/account, open the order, and select the item you want to return. If the return option is unavailable, email hello@nekomori.io with your order number.

Approved returns receive return instructions and a prepaid return label. Return shipping is free and we do not charge restocking fees. Please send only items that have been approved for return.

Items that cannot be returned

For hygiene and safety reasons, opened consumables and personal-care products, including treats, litter deodorizers, cleansers, and wipes, cannot be returned unless they arrived damaged, defective, or incorrect.

Damaged, defective, or incorrect items

Email hello@nekomori.io within 48 hours of delivery with your order number and clear photos of the item and packaging. We will arrange a replacement or refund. In some cases, you will not need to send the item back.

Exchanges

For an exchange, contact hello@nekomori.io. Exchange availability depends on current stock.

Refunds

We will inspect your return after it arrives. If approved, the refund will be issued to the original payment method. Your bank or card provider may take 5 to 10 business days to post the refund. Original shipping charges are refundable only when the item was damaged, defective, or incorrect.