Return & Refund Policy
30-Day Money-Back Guarantee
We want you and your pets to love our products. If you’re not satisfied, eligible items purchased directly from neakasa.com can be returned within 30 days of receipt for a full refund.
1. Return Eligibility
To qualify for a return:
- The product must be undamaged, functional, and clean.
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All accessories, manuals, and original packaging must be included.
- Items returned in unclean or incomplete condition may be rejected for a refund.
Non-returnable items:
- Cat litter.
- Opened accessories for cat litter boxes, pet grooming vacuums, or home cleaning devices.
- Unopened accessories in original packaging may be returned at the customer’s expense.
2. Return Shipping
- Neakasa covers return shipping costs for products with verified quality issues.
- Returns unrelated to product quality are the customer's responsibility.
- If the return is caused by consumer preference or mistake, shipping fees will be based on the carrier’s rate.
- If the item is damaged or incorrect due to our fault, Neakasa will bear all related shipping costs.
3. Returns Not Accepted
The Return & Refund Service will not apply if:
- The product was not purchased from neakasa.com.
- Damage or malfunction is caused by improper installation, misuse, or unauthorized modification.
- The product is missing packaging, parts, or accessories, or is not in like-new condition.
- Labels, serial numbers, or security seals have been removed or tampered with.
The return request is submitted after 30 days and the issue is not quality-related
Undamaged products purchased directly through neakasa.com may be returned within 30 days of receipt for a full refund. You only pay for return shipping and ship it yourself.
4. How to Request a Return
Please contact our Support Team before sending any product back.
📧 Email: support@neakasa.com
When requesting a return, please provide:
- Order ID
- Reason for return
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Photos or videos showing the product and its packaging
Once your request is approved, you’ll receive a return shipping label or return address with detailed instructions.
⚠️ Do not ship products without authorization — unauthorized returns cannot be processed.
5. Return Address
The return address will be provided after your request is approved.
(For reference: 2630 Strozier Avenue, #F, El Monte, California, 91733)
Contact Person: Liao Yijun (zj-022)
When returning an item, please ensure:
- All accessories are included.
- The item is clean, undamaged, and functional.
- The product is securely packed in its original packaging.
6. Refund Timeline
- Returned products are inspected within 3 business days of receipt.
- Refunds are processed within 7–10 business days after approval.
- Funds will be returned to your original payment method (credit card, PayPal, etc.), depending on your bank’s processing time.
7. Order Cancellations
- Orders are typically processed and shipped within 1–3 business days.
- You may cancel an order before shipment within the allowed cancellation time.
- Once an order has shipped, cancellation is not possible — please follow the return procedure instead.
8. Additional Notes
- Returns sent without prior authorization may not be accepted or refunded.
- Please ensure products are properly packaged to avoid damage during transit.
- Returns that arrive in poor, damaged, or unclean condition may be refused.
Need Help?
Our customer service team is happy to assist with any return or refund inquiries.
- 📧 support@neakasa.com
- 🕓 Monday–Friday, 9:00 AM – 6:00 PM (PST)
