Informativa sui rimborsi
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@neokaitcg.com. Please note that returns will need to be sent to the following address:
Néo Kaï
19 Rue de l'industrie
L8069, Bertrange, Luxembourg
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@neokaitcg.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as raw cards, used products or pre ordered), custom products (such as special orders or personalised items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
PRE-ORDERS AND CANCELLATIONS
Pre-orders - Terms and Conditions
Products sold by pre-order fall into the category of goods that are not immediately available, often linked to the collectable market and subject to production limitations, allocations by distributors or unexpected changes in delivery times. Consequently, specific conditions apply:
1. Binding of the Pre-order
The pre-order is to be considered binding pursuant to the Consumer Code, since these are goods whose price is subject to fluctuations in the collectable market that the seller cannot control and that may occur during the withdrawal period.
As a result, the standard right of withdrawal provided for online purchases does not apply
2. Possibility of Cancellation - Valid only for INSTANT PAYMENTS Despite the exclusion of the right of withdrawal, Néo Kaï TCG may, at its discretion, accept the request to cancel the pre-order before shipment.
In this case, a commission equal to 10% of the amount paid will be withheld, to cover the costs of transaction, management and allocation of stocks.
This deduction also applies in the event of cancellation for reasons not attributable to the seller (e.g. second thoughts, delays attributable to third-party suppliers).
3. Returns and Refunds
Once you have received the product, you can exercise the right of return, provided that:
- The product is intact, unopened and in the same condition in which it was received;
- The customer is responsible for the return costs;
- The return is not motivated by a non-compliance attributable to Néo Kaï TCG.
In case of return of a non-defective pre-order, the 10% commission will still be withheld, to cover the costs incurred.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@neokaitcg.com