Return and Refund Policy  : 

At Nekokart, we are committed to providing a seamless shopping experience. Below are the comprehensive guidelines for returns and refunds:

1. Return Eligibility

1.1 Time Frame

·         Returns must be initiated within 7 days from the date of delivery. Returns requested after this period may not be accepted.

1.2 Condition

·         Items must be returned in their original condition, which includes:

o    Original packaging, labels, and accessories.

o    The product should be unused, undamaged, and in the same state as when delivered.

1.3 Categories

·         Certain product categories are exempt from returns:

o    Perishable Goods: Items like food and beverages.

o    Personalized Items: Custom-made or personalized products.

o    Non-Returnable Items: Items marked as non-returnable at purchase.

o    Groceries and Digital Goods: Excluded from the 2x Money Back Guarantee.

1.4 Valid Reasons for Return

·         Damaged: The delivered product is physically destroyed or broken.

·         Defective: The delivered product is unable to switch on or is non-functional.

·         Incomplete: The delivered product has missing items or accessories.

·         Incorrect: The delivered product is wrong in terms of product, size, color, is fake, or expired.

·         Misleading Description: The delivered product does not match the description or picture provided.

·         Size Issues: The delivered product does not fit (size is unsuitable).

2. Return Process

2.1 Sign In to Your Nekokart Account

·         Visit the Nekokart website or app and log in using your account credentials.

·         Navigate to the "My Orders" section from your account dashboard.

2.2 Select the Order

·         Locate the order containing the item you wish to return.

·         Click the "Manage Order" button next to the order details.

2.3 Initiate Return Request

·         Choose "Return Items" from the available options.

·         Complete the Return Form by specifying the item(s) you want to return and providing the reason for the return.

2.4 Complete the Return Form

·         Fill out the Return Form with required details. The form will show available return options:

o    Pickup Service: Schedule a pickup from your address by Nekokart's courier service.

o    Drop-off: Choose a drop-off point to return the item.

2.5 Prepare the Package

·         Packaging: Securely package the item in its original, undamaged packaging. Ensure the product is in the same condition as when delivered.

·         Return Label: Affix the provided Return Label on top of the package. This label is essential for processing the return.

·         Order Number & Tracking: Indicate the Order Number and Return Tracking Number on the return package to avoid delays.

2.6 Return the Package

·         Drop-off: Take the package to the nearest designated drop-off point. Locations can be found on the Nekokart website or app.

·         Pickup: If you opted for pickup, wait for the courier to collect the package from your address.

3. Conditions for Returns

3.1 Product Condition

·         Unused: The product must be unused, unworn, unwashed, and in its original condition.

·         Fashion Items: Fashion products can be tried on for fit. If returned in their original condition without signs of wear, they will be considered unworn.

·         Defects: Products returned with defects or damage not reported during the return process may be rejected and sent back to you.

3.2 Required Inclusions

·         Original Tags: Ensure all original tags attached to the product are included.

·         User Manual: Include any user manuals or instructional guides that came with the product.

·         Warranty Cards: Attach any warranty cards provided with the product.

·         Freebies and Accessories: Return any freebies, accessories, or additional items that came with the purchase.

·         Invoice: Include the original invoice with the returned item.

3.3 Packaging Requirements

·         Manufacturer's Packaging: Return the product in its original and undamaged manufacturer packaging or box.

·         Additional Packaging: If shipped with additional packaging (e.g., a secondary box), return it in the same condition with the return shipping label attached.

·         No Tape or Stickers: Do not place tape or stickers directly on the manufacturer’s box. Use only the provided Return Label for identification.

3.4 Return Conditions

·         Return Rejection: If the returned item does not meet the requirements, Nekokart reserves the right to reject any refund request.

·         Rejected Returns: If your return request is rejected, the item will be returned to you within 6-8 days. If there are three (3) failed delivery attempts, the item will be scrapped, and no refund will be issued.

3.5 Processing Returns

·         Inspection: Upon receipt, Nekokart will inspect the returned item to ensure it meets the return conditions.

·         Refund or Exchange: If approved, you will receive a refund or exchange based on your preference and Nekokart’s return policies.

3.6 Return Exceptions

·         Non-Returnable Items: Some items may be non-returnable due to hygiene reasons or other specific conditions. Check the product listing or Nekokart’s return policy for details.

·         Electronic Appliances & Mobile Phones: For issues after usage or the return policy period, check if the product is covered under seller or brand warranty. Refer to the Warranty Policy for more information.

4. Issuance of Refunds

4.1 Refund Eligibility

·         Only products meeting the return conditions outlined above are eligible for a refund.

·         Refunds will include both the amount paid for the returned product and the shipping fee.

4.2 Refund Processing Timeline

·         Receiving the Product: Once your return is received by Nekokart, it will be inspected and undergo quality control within 2-3 working days.

·         Quality Control: The quality control process takes approximately 1-2 working days to ensure the product meets return conditions.

·         Refund Time: The time required to process the refund depends on your chosen refund method.

4.3 Refund Methods and Timelines

4.4 Refund Method Details

·         Refund Voucher: Issued as a voucher for future purchases on Nekokart. This option applies to COD and Nekokart voucher payments.

·         Bank Deposit: The refund will be deposited directly into the specified bank account. Applicable for orders paid via bank transfer.

·         eSewa Wallet: The refund amount will be credited to your eSewa wallet account.

·         IME Pay Wallet: The refund amount will be credited to your IME Pay wallet account.

·         Card Payment: The refund will be credited back to the original card used for payment, including both debit and credit cards.

4.5 Additional Information

·         Refund Rejection: If a return does not meet our policy requirements, the refund may be rejected, and the item will be sent back to you.

·         Failed Deliveries: Three unsuccessful delivery attempts for returned items will result in disposal of the item, with no refund issued.

·         Processing Time: Refund times are estimates and may vary based on bank processing times or other factors beyond our control.

This detailed policy ensures clear guidance for returns and refunds, providing a comprehensive understanding of the procedures, conditions, and exceptions specific to Nekokart.