Refund policy
RETURNS AND REFUNDS POLICY
At Sakura no Neko, every order is prepared with care. If you experience an issue with your order, please contact us so that we can review the situation.
Right of withdrawal
For orders delivered within the European Union, you have a statutory period of 14 days from receipt of your order to exercise your right of withdrawal, without having to give a reason for your decision.
To exercise this right, contact us at nicolas.b.spf@gmail.com, stating your order number and the items concerned.
Returned items must be in the same condition as when received: unworn, unused, clean, undamaged, with their tags and original packaging where possible.
No return should be sent without a prior request. The return address and instructions will be provided after your request has been accepted.
Personalized products
The right of withdrawal may not apply to clearly personalized products or products made to your particular specifications, for example when a product is specially modified at your request with a name, text, image or personal element supplied by you.
This exception does not automatically apply to standard products offered in the store.
Defective or damaged items and order errors
Please check your order as soon as you receive it.
If an item arrives damaged, defective or does not match your order, contact us as soon as possible at nicolas.b.spf@gmail.com, with your order number and photos of the item concerned.
After review, we will offer an appropriate solution: replacement, refund or another solution depending on the circumstances.
Return shipping costs
In the event of withdrawal or a change of mind, return shipping costs are borne by the customer unless we state otherwise.
In the event of a defective or damaged product, or an error on our part, return costs or the proposed solution will be reviewed on a case-by-case basis so that the customer is not unfairly disadvantaged.
Refunds
After receiving and inspecting the return, we will inform you whether the refund has been approved or declined.
If the refund is approved, it will be issued to the payment method used for the order. The time it takes for the refund to appear may vary depending on your bank or payment provider.
Exchanges
We do not offer automatic exchanges. If you would like a different product, size or model, contact us so that we can tell you how to proceed.
Contact
For any question about a return, refund or order issue, you can contact us at: