Return & Refund

Return and Refund Policy

This Return and Refund Policy applies to purchases made from NIKANEKO, operated by Nextera Retail Management sp. z o.o.
Contact email: info@nikaneko.com
Return address: Ul. Chmielna 73B, lok. 14, 00-801, Warszawa, Poland

We hope your order reaches you safely. If you need to return an item, or if something is wrong with your order, please read the policy below and contact us before sending anything back. This policy explains how returns and refunds work for both EU and non-EU customers.

1. Change-of-Mind Returns for EU Customers

If you are a consumer located in the European Union, you have the right to withdraw from your online purchase within 14 days of receiving your order, without giving any reason.

If your order is delivered in separate parcels, the 14-day period starts from the day you receive the last item.

To use your right of withdrawal, please contact us at info@nikaneko.com with:

Your order number.
Your name and email used for the order.
A clear statement that you wish to return the item.

After informing us that you wish to return your order, you should send the item back within 14 days to the return address provided by us.

For EU change-of-mind returns, the customer is responsible for the return shipping cost.

If you return your entire order, we will refund the product price and the standard delivery cost paid at checkout.

If you return only part of your order, we will refund the price of the returned item only. Original shipping costs are not refunded for partial returns.

This section does not apply to faulty, damaged, incorrect, incomplete, or not-as-described products. These are handled under our complaint procedure.

2. Returns for Customers Outside the EU

For customers outside the European Union, NIKANEKO voluntarily offers a 14-day return period for eligible items, counted from the day the order is delivered.

This voluntary return policy does not limit any mandatory consumer rights that may apply in your country.

For change-of-mind returns from outside the EU, the customer is responsible for return shipping costs, customs duties, import taxes, local fees, brokerage fees, and any charges connected with returning the parcel to us.

Please contact us before returning an international order so we can provide return instructions.

3. Return Conditions

Returned items should be:

Unused and unworn.
In a condition suitable for resale.
Returned with all included accessories, cards, pouches, packaging, tags, and free gifts where applicable.
Safely packed to prevent damage during return shipping.

Original packaging is preferred, but it is not required as an absolute condition, as long as the item is safely packed and returned in proper condition.

You may check the item after receiving it, but it should not be worn or used beyond what is needed to make sure it is the correct item and condition. If the item is returned worn, damaged, altered, or with signs of use, we may reduce the refund to reflect the loss in value.

4. Items That Cannot Be Returned for Change of Mind

The change-of-mind return right may not apply to:

Products made to the customer’s individual specifications.
Clearly personalised or customised products, including engraved items.
Sealed items that cannot be returned for hygiene reasons once opened, where applicable by law.
Gift cards or digital products, where applicable.

This does not affect your rights if the item is faulty, damaged, incorrect, incomplete, or not as described.

5. Preorders

Preorder items follow the same return rules as regular items unless the item is personalised, customised, or made to the customer’s individual specifications.

A preorder item is not automatically non-returnable simply because it was ordered in advance.

The 14-day return period starts from the day the preorder item is delivered to the customer.

6. Return Shipping Costs

For change-of-mind returns, the customer is responsible for the return shipping cost, unless we have agreed otherwise.

For faulty, damaged, incorrect, or incomplete products, please contact us first. If the complaint is accepted, we will cover reasonable return shipping costs or provide another suitable solution.

For international returns outside the EU, please mark the parcel clearly as:

Returned goods — return to seller

If return customs fees, import duties, taxes, or handling fees are charged because the parcel was incorrectly declared, these costs may be deducted from the refund where permitted by law.

7. Refunds for Change-of-Mind Returns

Refunds will be made to the original payment method, unless another method is expressly agreed.

For EU consumers, we will issue the refund within 14 days from the day we are informed about your withdrawal. However, we may withhold the refund until we receive the returned item or until you provide proof that the item has been sent back.

If you return the entire order, we will refund the product price and the standard delivery cost paid at checkout. If you selected a more expensive shipping method, only the cost of the standard delivery option will be refunded.

For partial returns, only the returned item price will be refunded.

For non-EU international returns, original shipping fees, customs duties, import taxes, brokerage fees, local fees, and currency conversion charges are not refundable by NIKANEKO, unless required by applicable law or unless the return is caused by our mistake.

We do not issue refunds as store credit unless the customer specifically agrees to it.

8. Exchanges

Exchanges are possible only if the requested item is available.

Because some NIKANEKO items are limited, artist-made, preorder-based, or produced in small batches, we may not always be able to offer the same item as a replacement.

If an exchange is not possible, we will offer another suitable solution, such as a refund, repair, replacement with another available item, or store credit if you agree to it.

9. Faulty, Damaged, Incorrect, or Incomplete Products

If your item arrives faulty, damaged, incorrect, incomplete, or not as described, please contact us as soon as possible at info@nikaneko.com.

Please include:

Your order number.
A description of the issue.
Clear photos or videos showing the problem.
Photos of the parcel and packaging if the item was damaged during delivery.

In some cases, we may ask for additional photos, videos, or for the item to be returned to us for inspection before we can confirm the solution.

For consumer purchases covered by Polish/EU law, the legal responsibility for lack of conformity with the contract applies for 2 years from delivery. This is separate from the 14-day change-of-mind return right.

If the complaint is accepted, we will provide an appropriate solution in accordance with applicable consumer law. This may include repair, replacement, price reduction, or refund.

We will respond to consumer complaints within 14 days of receiving them.

This does not cover damage caused by:

Normal wear and tear.
Accidental damage.
Improper care or storage.
Water exposure, showering, swimming, or high humidity.
Perfume, cosmetics, alcohol gel, cleaning products, chlorine, sweat, or other chemicals.
Pulling, bending, dropping, impact, scratching, or force.
Wearing the item while sleeping, exercising, swimming, showering, or during activities where it may be pulled or damaged.
Modifying, repairing, gluing, or altering the item by the customer or a third party.
Use that does not follow our jewellery care instructions.

We will review each case individually based on the information provided and, where needed, the physical condition of the returned item.

10. Damage During Delivery

We are responsible for the condition of the goods until they are delivered to you.

If your parcel arrives damaged, please contact us as soon as possible, preferably within 48 hours, and provide photos of:

The damaged product.
The outer parcel.
The inner packaging.
The shipping label.

This helps us resolve the issue and make a claim with the carrier if needed.

Your legal consumer rights are not affected if you contact us later.

11. Unclaimed, Refused, or Returned Parcels

If a parcel is returned to us because it was unclaimed, refused, or the delivery details provided by the customer were incorrect, we will contact the customer after receiving the parcel back.

If the customer wants the order resent, additional shipping costs may apply.

If the customer requests a refund, we may deduct the original shipping cost, return shipping cost, and any customs or carrier fees charged to us, where permitted by law.

This does not apply where the return was caused by our mistake.