返金ポリシー
Refund & Return Policy
Last Updated: June 2026
At Neko Zen, we want you and your pet to be happy with your purchase.
Please review our return and refund policy below.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 30 days of delivery.
To help us resolve the issue quickly, please include:
• Your order number
• A description of the issue
• Clear photos or videos of the product and packaging
Upon review, we will provide either:
• A replacement product, or
• A full refund
at no additional cost to you.
Returns
For hygiene and safety reasons, we do not accept returns of opened, used, or tested pet products.
Customers are responsible for reviewing product descriptions and specifications carefully before placing an order.
Change of Mind
We do not accept returns or provide refunds for:
• Change of mind
• Incorrect product selection
• Preference-based reasons
• Items that have been used
• Orders placed by mistake
Lost Packages
If a shipment is confirmed lost by the carrier, we will gladly provide a replacement or refund.
Please contact us if your package has not arrived within the estimated delivery timeframe.
Order Cancellations
Orders may be canceled or modified before processing begins.
Once an order has entered processing or fulfillment, it can no longer be modified, canceled, or refunded.
If you need assistance, please contact us as soon as possible after placing your order.
Refund Processing
Approved refunds will be issued to the original payment method.
Please allow 5–10 business days for your financial institution to process and post the refund.
Contact Us
Questions about returns or refunds?
Contact us at:
We are always happy to help.