Return and Withdrawal Policy

This policy applies to all orders placed on the Nekozoo website, operated by Mathis Detongre, a complementary independent established in Belgium.

Right of Withdrawal

In accordance with current European legislation, the customer has a period of 14 calendar days from the receipt of the product to notify their decision to withdraw.

Return Conditions

Returned products must be complete, in their original condition, clean, and without signs of excessive use or damage. Opening the packaging is allowed, but any damage, breakage, or alteration of the product excludes any coverage.

Return Costs

Return costs are the sole responsibility of the customer, except in the case of an agreement or proven error by the seller (incorrect product). No reimbursement of return costs will be made outside of this case. Return costs for orders over 49 euros are covered by the seller.

Return Procedure

It is recommended that the customer contact the seller by email before any return to obtain practical information and facilitate the processing of the request. However, this contact is not mandatory for exercising the right of withdrawal. The customer must, in all cases, clearly notify their decision to withdraw in accordance with the applicable legislation.

Refund

In the case of a compliant return, the refund will be made after receipt and verification of the product, via the payment method used at the time of the order. No early refunds will be made.

Non-compliant returns

Any product returned that does not meet the return conditions may be refused. The product will remain available to the customer for a reasonable period, with the return shipping costs being the customer's responsibility.

Liability

The seller cannot be held responsible for any loss or damage occurring during the return of the package. The customer is responsible for the proper delivery of the returned product.

Refund timelines

The refund is processed after receipt and verification of the returned products. In accordance with applicable legislation, the refund will occur within a maximum period of 14 days from the notification of the withdrawal decision, with the seller reserving the right to delay the refund until the actual receipt of the return and the verification of the condition of the items.

Applicable law

This policy is subject to Belgian law.