refund policy

🌸 Returns & Refunds Policy 🎀

We want you to love everything you unbox! If something isn’t purr-fect, we’re here to help 🐾✨

⏳ Return Window

  • U.S. orders: Request within 14 days of delivery.
  • International orders: Request within 21 days of delivery.
  • Items must be unused, unopened, and in the original packaging (all inclusions intact).

🚫 Non-Returnable

  • Opened albums, unsealed photocards, or missing inclusions.
  • Lightsticks with signs of use/battery wear.
  • Clearance, mystery pulls, or special “final sale” items.
  • Pre-order bonuses (POBs) claimed separately cannot be returned alone.

💔 Damaged / Defective / Missing

Oh no! If your item arrives damaged, defective, or with missing inclusions, contact us within 7 days of delivery with:

  • Order number
  • Unboxing photos/videos (outer box, packing materials, product, and shipping label)

We’ll offer a replacement if available, or a refund/credit according to stock status.

🔁 Exchanges

We’re happy to exchange unopened items for the same product/version if stock allows. You’ll be responsible for return shipping to us and the new shipment back to you.

💵 Refunds

  • Approved returns are refunded to the original payment method.
  • Processing time: 3–7 business days after we receive & inspect your return.
  • Shipping fees are non-refundable unless the issue was our error.

🌏 International Orders

  • Customs/VAT are the buyer’s responsibility and are not refundable.
  • If a parcel is refused or returned due to unpaid duties or incorrect address, shipping is non-refundable. We can reship (postage required) or refund the item price once returned to us.

🗓️ Pre-Orders & Cancellations

  • Pre-orders can be cancelled for a full refund before we begin fulfillment/packing.
  • Once your pre-order is allocated/packed, normal return rules apply after delivery.

📨 Start a Return

  1. Email us at nekosankpopshop@gmail.com with your order number & photos.
  2. We’ll reply with a Return Authorization (RA) and instructions.
  3. Pack items securely (include all inclusions). Use a trackable shipping method.

Tip: Keep your tracking receipt—lost return parcels without tracking can’t be refunded.

🧾 Support

Questions? Email nekosankpopshop@gmail.com or DM us on Instagram @seattlekpopgirly.

Thank you for shopping with NekoSan K-Pop Shop — fandom, fluff, and sparkle ✨🐾