At Neko Collectables, we want you to shop with confidence. This policy outlines when refunds or returns may apply and how we handle them in line with New Zealand consumer law.
What You’re Covered For
You may be eligible for a refund, replacement, or repair if the product you receive is:
Faulty or damaged (through no fault of your own)
Not as described or not fit for its intended purpose
Lost during delivery
If this occurs, please contact us within 7 days of receiving your order and include your order number along with a brief description of the issue.
Change of Mind Policy
As we specialise in sealed, collectible items, we cannot offer refunds or returns for:
Change of mind
Dissatisfaction with booster pack contents (pulls are random)
Finding the item at a lower price elsewhere
Ordering the wrong product
This policy helps us protect the integrity and long-term value of sealed trading card products.
What We’ll Need
To review any refund or return request, we may ask for the following:
Clear photos of the product and original packaging
Your order number
A short description of the issue
Once received, we’ll assess your request and respond as quickly as possible.
Refunds
If your request is approved, refunds will be issued back to your original payment method within 5–7 business days.
In some cases, we may provide store credit or a replacement item, depending on the situation.
Damaged or Lost Orders
If your order arrives damaged or is lost by the courier:
Please contact us as soon as possible
Provide photos of any damage to the product and packaging
We’ll work with the courier to resolve the issue promptly and fairly
