Refund policy
Returns
We offer a 14-day return policy, meaning you have 14 days from the date you receive your order to request a return.
To be eligible for a return, your item must:
- Be unopened, unused, and unassembled
- Be in its original packaging
- Include all accessories, runners, decals, manuals, and inserts
- Be in resalable condition
- Be accompanied by proof of purchase
Opened or assembled model kits are not eligible for return unless they are damaged, defective, or incorrect upon delivery.
To request a return, please contact us at contact@nekomecha.com.
Please do not send items back without prior authorization. Returns received without an approved return request may be refused.
Product Box Condition
At Nekomecha, every order is carefully inspected and securely packaged before shipment.
Please note that minor cosmetic imperfections to the outer product box (such as small dents, light creases, or minor scuffs) may occur during transportation or handling.
These minor cosmetic imperfections do not affect the product itself and are not considered defects eligible for a refund or replacement.
If the product itself is damaged, parts are missing, or the product box has sustained significant damage affecting its collectible value, please contact us within 48 hours of delivery and include clear photographs of:
- The shipping box
- The protective packaging
- The product box
- The damaged area
Damaged, Incorrect or Defective Items
Please inspect your order upon delivery.
If you receive:
- A damaged item
- A defective product
- Missing parts
- An incorrect item
please contact us as soon as possible so we can evaluate the issue and provide an appropriate solution.
Exchanges
If you wish to exchange an item, please contact us first.
Once your return has been approved and received, you may place a new order or, if stock is available, we may offer a replacement.
European Union 14-Day Cooling-Off Period
If your order is delivered within the European Union, you have the legal right to withdraw from your purchase within 14 days, without providing a reason.
To qualify, the item must remain unopened, unused, unassembled, and in its original packaging with proof of purchase.
The customer is responsible for return shipping costs unless the return is due to our error or a defective product.
Return Shipping Costs
If you are returning an item because you have changed your mind, the return shipping costs are the responsibility of the customer.
If the return is due to:
- a damaged item,
- a defective product,
- an incorrect item shipped by Nekomecha,
- or missing parts,
Nekomecha will cover the reasonable return shipping costs or provide a suitable solution.
Please contact us at contact@nekomecha.com before returning any item so we can provide the appropriate instructions.
Refunds
Once we receive and inspect your returned item(s), we will notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 10 business days.
Please note that your bank or payment provider may require additional time to complete the transaction.
If more than 15 business days have passed since your refund was approved, please contact us at contact@nekomecha.com.
Non-Returnable Items
The following items cannot be returned:
- Opened or assembled model kits
- Gift cards
We treat every collectible with the same care we would expect as collectors ourselves.
