Refund policy

Neokki Return Policy

At Neokki, we want every fan to love their purchase! If you’re not completely satisfied, we’re here to help.

You MUST record a full continuous unboxing video to be eligible for a return/refund.

Return Window

  • You may request a return within 14 days of receiving your order.

  • To be eligible, items must be unused, unopened, and in their original packaging (including any plastic wrap, tags, or seals).

Non-Returnable Items

For quality and collector reasons, we cannot accept returns on:

  • Opened albums or photocards

  • Lightsticks that have been opened or tested

  • Sale/clearance items

  • Digital products or fan-made goods (if applicable)

Return Process

  1. Email us at support@neokki.com with your order number, reason for return, and photos (if the item arrived damaged or incorrect).

  2. Once approved, we’ll provide you with return instructions.

  3. You’ll be responsible for return shipping unless the return is due to our error (e.g., wrong or damaged item).

Refunds

  • Refunds are issued to your original payment method once the item is received and inspected.

  • Please allow 3–5 business days after processing for the refund to appear.

Damaged or Incorrect Items

If your item arrived damaged or incorrect, contact us within 7 days of delivery with photos. We’ll make it right as quickly as possible — either through a replacement, store credit, or refund.

 

Return & Refund Policy

EU Right of Withdrawal

If you are based in the European Union, you have the right to cancel or return your order within 14 days of receiving the last item, without giving any reason.

To exercise this right, contact us before the 14-day period expires by submitting a return request through your account. We will process your refund within 14 days of receiving the returned items.

How to return an item

Log in to your account, go to your order history, and select the item you wish to return. Follow the on-screen instructions to submit your return request.

Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. Approved refunds will be processed to your original payment method.

Exceptions

The right of withdrawal does not apply to:

  • Personalised or custom-made items
  • Sealed goods that are not suitable for return due to health or hygiene reasons, once opened
  • Digital products that have been downloaded or accessed

All other customers

For customers outside the EU, please refer to previous information.