Last updated: June 16, 2025

At Nekocera, we care deeply about your experience. Whether you’ve ordered a charming tee or a cozy hoodie, we want to make sure you’re completely satisfied. Read on for the full scoop on cancellations, exchanges, and refunds.

Order Cancellations — Change of Heart? No Problem (Within 24 Hours)

Ordered the wrong design or size? We’ve all been there. You have 24 hours after placing your order to cancel it completely free of charge.

Just send a cancellation email to [email protected] within that timeframe.
We’ll cancel your order and issue a full refund, no questions asked.

After 24 hours: Your order is already in production and cannot be canceled. Our items are made-to-order, and once the process begins, we’re unable to intervene.

Order Exchanges — Double-Check Before You Click

We do not offer exchanges for incorrect sizes, colors, or designs submitted at checkout.

Instead:

Cancel your order within 24 hours, then place a new one with the correct details.
Need help before ordering? Reach out — we’re happy to assist with sizing or product questions.

Returns & Refunds — Fair and Square

You’ve got 180 days from the delivery date to return eligible items. After that, all sales are final.

We Accept Returns If:

Your item was damaged or broken on arrival
You received the wrong item, size, or color
There’s a noticeable difference from the product description or mockup

Not Eligible for Return or Refund:

Worn, washed, or altered products
Minor thread issues or aesthetic flaws not affecting function
Items missing tags or original packaging
Damage due to mishandling or reasons outside our control

Returned items must be unworn, unaltered, and in original packaging.

How to Request a Refund

To initiate a return, please email us at [email protected] with the following:

Proof of purchase (order confirmation or receipt)
Photos of the issue or damage
Shipping label or delivery tracking
Any related support communications (screenshots, etc.)

Our team will respond within 2–3 business days with next steps. Do not ship anything until you receive confirmation from us with return instructions.

Who Covers Return Shipping?

The customer is responsible for return shipping costs. We highly recommend using a trackable shipping service, as Nekocera is not responsible for items lost in return transit.

Refund Timing

Once your return is received and inspected, we’ll process your refund within 2 business days.

You’ll receive an email confirming your refund.
Banks and card issuers may take 10–15 days to reflect the transaction.

Still waiting after that? Please follow up with your bank or card provider.

Return Window: 180 Days

We offer a generous 180-day return period from the date your package was delivered. After that, unfortunately, we can’t accommodate any refund or return requests.

Important Notes

Always contact us before returning any item.
Items returned without prior approval will not be accepted.
Return packages remain the customer’s responsibility until safely received.

Need Help?

Our team is standing by during our support hours to assist you with any issues:

🕘 Hours: 9:00 AM – 6:30 PM (EST), Monday – Friday
📧 Email: [email protected]
📞 Phone: +1 (434) 505-5282
🏠 Address: 4607 Quiet Manor Ln, Sugar Land, Texas 77479, United States

Or simply head to our Contact Us.