Refund policy

Returns & Refunds

At NEKAWA, we take care in selecting the products we offer and want you to feel confident in your purchase.

Change of Mind (Physical Products Only)

If you change your mind, you may return an eligible physical product within 14 days of purchase, provided that:

• the item is unopened

• it is in its original packaging

• the original packing slip is included

Return shipping costs are the responsibility of the customer.

Please contact us before returning any item so we can provide return instructions.

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Faulty, Damaged or Incorrect Items

If you receive an item that is faulty, damaged, or incorrect, please contact us as soon as possible so we can assist.

For damaged items, we may request clear photographs of:

• the damaged product

• the external packaging

This helps us resolve the issue promptly.

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Restocking Fee

Approved change-of-mind returns are subject to a 5% restocking fee, which covers payment processing and handling costs.

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Sale Items & Gift Cards

Sale items and gift cards are final sale and cannot be returned or refunded unless required under New Zealand consumer law.

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Digital Products & Online Content

Due to the nature of digital products, online recordings, courses, downloads, and subscriptions are non-refundableonce access has been provided, unless required by law.

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Refund Process

Once your return is received and inspected, we will notify you of the outcome.

Approved refunds are processed within 5 business days and returned to the original payment method. Please allow a further up to 5 business days for the refund to appear in your account.

If you have not received your refund after this time, please contact us.