Refund policy

REFUND POLICY

We get it, sometimes things don't work out. Here's everything you need to know about returns and refunds at Nekoru Clothing.

RETURNS

You have 48 hours from the time of delivery to raise a return request. After this window, we will not be able to accept any requests, no exceptions.

Eligibility:

  • Item must be unused, unwashed, and unworn
  • Original packaging must be intact, along with the shipping label
  • You must provide your Order ID, delivery date, and clear photos of the item and packaging
  • Items showing signs of wear or damage will not be accepted
  • Returns sent without prior approval will be rejected and not processed

Items that cannot be returned:

  • Sale or discounted products
  • Custom or personalised items
  • Gift cards

REFUNDS

Once your return is received at our warehouse, we will process your refund either as store credit or back to your bank account. This may take 3 to 5 working days from the date we receive the item.

PAYMENT METHODS

We offer two payment options at Nekoru Clothing, Prepaid and Partial COD. With Partial COD, a portion of the payment is made online at checkout and the remaining balance is collected at delivery.

RETURN SHIPPING CHARGES

A deduction will be made from your store credit to cover shipping costs:

  • Prepaid orders: 120 deducted (reverse pickup only)
  • Partial COD orders: 240 deducted (120 original delivery + 120 reverse pickup)

If you're returning more than 2 items, the deduction may increase based on weight and volume. We'll inform you of the total before processing your credit. No extra payment is required, it'll be adjusted from the credit directly.

PARTIAL COD ORDERS

For Partial COD orders, the pre-paid amount is non-refundable under all circumstances, including refusals or returns. Only the COD balance will be waived or refunded per our standard policy.

DAMAGED, DEFECTIVE, OR WRONG ITEMS

If you received the wrong item or your order arrived damaged, contact us within 48 hours of delivery with photos and a description of the issue. In these cases, we will either:

  • Send you a free replacement, OR
  • Issue store credit of the same amount, which does not expire

If the product is out of stock, we will issue a full refund to your preferred payment source.

TAMPERED PACKAGES

If your package appears tampered with or the seal is broken, do not accept the delivery and contact us immediately. Once a tampered package is accepted, Nekoru Clothing cannot be held responsible for missing items or damage.

FAILED DELIVERIES / RETURN TO SENDER

If your order couldn't be delivered due to an incorrect address, missed delivery attempts, or refusal to accept, the package will be returned to our warehouse. We will issue store credit equal to your order value minus applicable shipping charges. Any failed delivery resulting from incorrect address or contact details provided by the customer will not be eligible for a refund. Please double-check your shipping details at checkout.

HOW TO RAISE A RETURN REQUEST

Contact us on WhatsApp at [phone number pending!!!!] within 48 hours of delivery with the following:

  • Order ID
  • Date of delivery
  • Reason for return
  • Photos of the product, original packaging, and shipping label

Once approved, we'll share pickup instructions. We reserve the right to decline returns without sufficient proof.