Terms and conditions
Nekotronics wants all customers to be happy with their purchase and will work to meet that expectation within reason. Nekotronics understands when things go wrong or don’t meet your expectations that it can be really upsetting and disappointing. All possible solutions to problems will be explored to ensure that every customer is as happy as can be.
Returning an item
Customers have 3 days (72 hours) upon delivery of the item to notify Nekotronics that they wish to return the item.
To start a return request please use the contact form on the website, stating the order number, name and explain the reason for a return request.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Non-returnable items
The following items will not be accepted for returns and are deemed non returnable items.
- PCBS
- Electronic parts
- knobs, knob caps etc
- Blank panels
- Any item classed as DIY or user modifiable
- Sale or b stock items
Customised & built to order items
Customised & built to order items are generally not applicable for “change of mind” returns or cancelation during the build process. Nekotronics expects the customer to communicate their concerns of customised items before shipping so any problems can be solved. Customers are always shown finalised builds of customised and made to order items before shipping to ensure this.
Any cancelation of a customised or built to order item by the customer premature to the delivery date will be penalised by a 20% restocking fee. This is due to the difficulty of reselling a custom product and loss of parts and time already spent.
In some cases Nekotronics will refuse the refund completely. This will depend on the order and situation.
Return and refund process
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Your item will then be examined. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 7-30 days.
Please note that paypal fees cannot be refunded and will be deducted from your refund.
Nekotronics will refuse refunds for the following reasons
- Item is damaged by customer
- Item has been used by customer
- missing parts or packaging
- Customer tampering
- Warranty seal is broken
- Item is not one from original order
In some cases Nekotronics may accept the refund but offer only a partial refund to reflect the situation. This will be decided on a case by case basis.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at using the contact form on the website
Shipping terms
Please study the shipping page for all current shipping services offered and the available options.
Nekotronics is not responsible for any damage, loss or changes on packages once they leave Nekotronics.
In the event of a lost package Nekotronics will assist in any way to help retrieve the package.
Nekotronics is not liable for any customs charges due on packages. Customers will need to be pay and organise any custom charges and requests. Nekotronics will assist where possible with any customs requests.
Preorder items
Preordered items are offered with an estimated delivery window upon ordering. Nekotronics expects customers to understand the nature of preorders and that the item will not be available until the estimated delivery date.
Preordered item delivery dates are calculated and estimated. World events can sometimes effect this delivery date. Any disruption or delay that could increase the delivery time will be communicated to you via email.
Some small details of preorder items may change over time due to manufacture issues or changes. Any and all significant changes will be communicated to buyers. Nekotronics only offers preorders on products which have final or near final prototypes built and supply chains established. Nekotronics does not open preorders on “ideas” .
At the time of preordering the price for the item and shipping rates will be locked. You will not pay any increased item cost or delivery charges, even if the product is sold for more.
Preordered items can be cancelled anytime up to one week before shipping or estimated delivery date. Please follow the cancelation request procedure listed above. Nekotronics reserves the right to refuse cancelation requests for preordered items in certain circumstances.
Nekotronics guarantees preorder products will be delivered, even past estimated dates or a refund given.
Returning an item
To return your product, you should mail your product the address provided from the return request.
Nekotronics will not pay or are liable for any customs charges, return shipping charges, damage or loss of any returned packages.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Returned items should be returned in original shipping boxes and packaging where possible. If it is are not available you should ensure the item is packed properly.
You are responsible for any damage or loss to an item or package when returning the item. You should insure the item via shipping provider to cover loss or damage.
You are responsible for any custom charges levied on the retuned item. You should ensure that all customs paper work is filled out properly and fully.
Faulty items
In the unfortunate and rare event an item arrives faulty or not working correctly Nekotronics will work you to solve the problem immediately. First remote trouble shooting will happen to ensure the problem is not user error or other equipment incompatibility.
If the problem cannot be solved remotely a refund request will be processed and the item can be returned to Nekotronics. Once received Nekotronics will repair the item, if a repair cannot be performed a new replacement item will be provided.
Returns and trouble shooting for faulty items will only be offered to in warranty items and with the original owner.
Warranty & servicing
Items built by Nekotronics come with a one year warranty from Nekotronics as standard. This covers faulty parts, it does not cover damage from miss use and physical damage. If the item is opened or tampered with in anyway, the warranty is voided and i will not except a warranty request under any circumstances. Warrantees are not transferable to second hand market owners, although if valid warranty can be proven reduced cost servicing will be offered on a case by case basis, at Nekotronics discretion.
Servicing
Once the year is up I will continue to offer support and service options. Labour and parts will be for the most part free of charge, within reason. Depending on the work needed a small service charge may be required. Shipping costs would be expected to fees covered by the owner. Good will repairs are only applicable to the original owner. If you’ve purchased a Nekotronics item on the second hand market and require servicing please contcat me to discuss the cost and options.
Please note Nekotronics reserves the right amend and adjust these terms without prior notice.
Privacy policy
You can read the Nekotornics privacy policy here
Need help?
Please use the contact form on the website to send in your enquiry.