Thank you for choosing nekolulu.com! We are dedicated to providing every customer with a satisfying shopping experience. If you are not satisfied with your purchase, please feel free to contact us, and we will be delighted to assist you.

1. Eligibility for Returns

• Quality Issues: If your product has a quality issue or there was a shipping error (e.g., damage, missing items, or defects), you can request a return within 14 days of receiving the item. We will provide a full refund, including return shipping costs.
• Non-Quality Related Returns: If you are unsatisfied with the product and it meets our return conditions (unused and in its original packaging), you can request a return within 14 days of receiving the item. The buyer will be responsible for the return shipping costs.

2. Return Timeframe

Returns must be initiated within 14 days of receiving the product. Returns requested after 14 days will not be accepted.

3. Return Conditions

• The product must be in its original condition, including all tags, packaging, manuals, and other accessories. The item must not show signs of use, wear, or damage. If the product does not meet these conditions, we reserve the right to refuse the return.
• Exceptions: Custom products (such as special orders or personalized items), gift cards, and products with man-made damage cannot be returned.

4. Return Costs

• No additional handling fees will be charged for returns. However, return shipping costs (except for quality-related returns) will be the buyer’s responsibility. The refund will be processed minus the original shipping costs if applicable. If the return is due to our error (e.g., incorrect item or quality issue), we will provide a full refund, including return shipping costs.

5. How to Request a Return

1. Contact Customer Support: Please email us at service@nekolulu.com with your order details and reason for the return.
2. Provide Relevant Information: In your email, please describe the reason for your return in detail. You may also attach images (in JPG or PNG format) to help us better understand the issue.
3. Return Address: Once your return request is approved, we will provide you with the return address: Shutingxiao Department Store, Baita District, Liaoyang City, Liaoning Province, China. We will also provide any applicable return shipping instructions.
4. Return Confirmation: Once we receive and inspect the returned item at our facility in China, we will notify you via email about the approval or rejection of your return and arrange for a refund or exchange.

6. Exchange Policy

If you wish to exchange an item (e.g., for a different size or model), please indicate your preference when contacting us. We will guide you through the replacement process.

If the return or exchange is due to our fault, such as an incorrect item or quality issue, we will issue a full refund or cover the shipping costs for the exchange.

However, if the buyer requests a return or exchange due to personal preference or ordering the wrong item/color, etc., the buyer is responsible for the return shipping fee to China and any shipping fees for the new exchanged item.

7. Order Cancellation

If you wish to cancel your order before it is shipped from China, please contact us as soon as possible. Orders that have already been shipped will be handled according to our standard return policy.

8. Refund Processing Time

Once the returned item is received and confirmed to meet our return policy, we will process the refund within 1-3 business days. The refund will be credited to your original payment method. Please note that the time it takes for the refund to appear in your account depends on your payment provider, typically taking 7-15 business days.

9. Contact Us

If you have any questions or need further assistance, you can contact us via the following:

• Email: service@nekolulu.com
• Phone: +86 15607739226 (Please note international calling rates may apply)
• Return Address:Unit 00092, Rm 1939, 99 Youth St, Liaoyang Liaoning 111000 china