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Koneko ★ Neko Studio

Returns and refunds

Starting 2026 new customs rules and terms were imposed on Mexico. Resulting in new shipping tariffs and taxes being in order to move any package out of the country. A 16% tax is now applied to our products.

RETURNS

  • Once orders have shipped, we do not take returns.
  • Once orders have shipped, it is YOUR responsibility to track it and check to see if everything is going well. You can always contact us for an update and can contact your local post office for detailed info about import taxes or shipping status.
  • In the case that you moved or were not at home when your local post office tried to deliver your package, and they returned it, we can resend it, charging the shipping cost again.
  • YOU ARE RESPONSIBLE for tracking your order. Suppose you notice that they didn’t leave a pick-up notification or didn’t try to redeliver the package or any similar situation, and you didn’t contact your post office; these kinds of situations ARE NOT our responsibility.
  • About post offices in other countries: We can’t offer any kind of help because we DON’T KNOW how they work. As we said, if you see any type of irregularity, you can contact your local post office to get any information. Once you do this, you can contact us to get any help (you have to provide information) or to get any receipt (from us) to pay your importation taxes.

REFUNDS
In case we already shipped your package, and you don’t want it anymore, we can offer a partial refund (merchandise cost only, shipping cost not included / refunded) only if:

The package was already returned or you moved to another country, state, or address.

  • We can offer a full refund (merchandise + shipping cost) if your order was not shipped yet or we made a mistake with the amount of stock and can’t fulfill / ship your package.
  • You placed a duplicated order (full refund).
  • We DON’T offer any refund for damaged / lost / stolen orders. Delivery processes are OUT of our control. As we said, you can contact us to resolve the issue by offering a replacement or any other solution.


Take into consideration that PayPal now charges a commission for refunds. In the past, this could be done at no cost to the seller as PayPal themselves refunded the fees charged by PayPal. This, however, is no longer the case. Because of this, all refunds due to duplicate orders, going over order limits, or other scenarios that are not our error will get refunded with the deduction of the fees charged by PayPal.

DAMAGED ORDERS
Usually, if something is wrong with the quality, we always notice it, but if your order is not the case, you can request a replacement or a partial refund.