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

  • Pre-order or special-order items

  • 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.