At Neon Kitty, we prioritise our customers’ health, safety, and satisfaction. Due to the personal and intimate nature of our products, we are unable to accept returns or provide refunds for change-of-mind purchases. This policy is in place to ensure the highest standards of hygiene and customer confidence.
Faulty Items
We stand by the quality of the products we offer. If you receive a faulty product, please contact us within 14 days of purchase. We will work with you to provide a replacement or issue a refund, depending on your preference and product availability. Proof of purchase and evidence of the fault (e.g., photos or a description) will be required to process your request. Under the manufacturer, each product will state the warranty period on the packaging.Â
How to Request a Return for Faulty Products
- Contact Us: Email our customer support team within 14 days of receiving your order.
- Provide Documentation: Include your order number, proof of purchase, and a description or images of the issue.
- Return Authorisation: If your request is approved, we will provide instructions for returning the item.
- Resolution: Once we receive and inspect the faulty product, we will process your refund or send a replacement as quickly as possible.
Non-Returnable Items
For hygiene and safety reasons, the following items are non-returnable:
- Products that have been opened or used
- Items without original packaging or proof of purchase
- Products damaged due to misuse or improper care
We appreciate your understanding of these policies designed to protect all our customers. If you have any questions or concerns, please don’t hesitate to let us know. Your satisfaction and trust mean everything to us!