Refund policy

Return and Refund Policy

Last updated: 07/28/2026

1. Return request

We accept return requests in accordance with applicable regulations.

You have 14 days from receipt of your order to contact us if you wish to exercise your right of withdrawal.

Before returning any item, you must first contact Nealya at:

contact@nealyashop.com or via the contact form.

No item should be returned without our prior approval. Once your request has been approved, we will send you the information needed to complete the return.

Returned products must be carefully protected to prevent any further damage during transport.

2. Conditions required for a return

To be accepted, a return must meet the following conditions:

• the item must be returned in the same condition as it was received;
• it must not have been used, opened, or altered;
• its original packaging must be kept when it forms an integral part of the product;
• any protective materials, tags, or seals present at the time of shipment must remain in place.

Photocards are not eligible for return.

Products originally sold sealed cannot be returned once opened or unsealed, as they can no longer be considered to be in their original condition.

Return shipping costs are the customer's responsibility, except when the return concerns an error on our part or a product recognized as non-compliant.

We strongly recommend using a trackable shipping method for any return. Nealya cannot be held liable for a returned parcel that is lost or damaged before it is received.

3. Item received damaged, defective, or incorrect order

If you receive:

• an item with a defect;
• a product damaged before shipment;
• an item different from the one ordered;

please contact us promptly at:

contact@nealyashop.com or via the contact form

Please include with your request:

• your order number;
• an explanation of the issue encountered;
• photographs allowing the defect or error to be identified.

To help process your request, we also recommend keeping the packaging received and, where possible, providing photos of the outer parcel, the inner packaging, as well as a video (strongly recommended) or photos of the parcel being opened. All products contained in the parcel, as well as the order number, should be visible.

After reviewing your request, Nealya may offer an appropriate solution, which may include a replacement, an exchange, a refund, or any other solution in accordance with applicable regulations.

In the case of an issue attributable to Nealya, or a product recognized as non-compliant, return shipping costs will be covered by Nealya.

4. Imperfections not eligible for return

As K-pop products are collectible items, certain minor imperfections related to manufacturing, packaging, or transport may be present. These may include, in particular:

• superficial micro-scratches on plastic cases, glossy surfaces, or blister packs;
• slightly wrinkled plastic film;
• slight marks or minor dents on outer packaging;
• small printing variations;
• slightly marked corners;
• light traces related to storage or handling;
• minor marks related to transport or manufacturing.

Where these imperfections affect neither the product itself, nor its contents, nor its normal use, they are not considered a lack of conformity and do not justify a return, exchange, or refund.

As photocards are collectible items, they may present slight aesthetic imperfections inherent to their manufacturing or handling. Small superficial marks, micro-scratches, or marks under 5 mm, when they do not affect the face of the member depicted and do not significantly alter the overall appearance of the photocard, are considered minor imperfections and do not constitute a lack of conformity.

The condition of secondhand photocards is specified on their product page. Purchasing a secondhand photocard implies acceptance of any signs of wear mentioned in its description.

Differences in color, rendering, brightness, or texture that may result from screen settings, lighting conditions, or presentation photographs do not constitute a product defect.

The products offered by Nealya are manufactured by various publishers and manufacturers. Manufacturing tolerances specific to each manufacturer do not, on their own, constitute a lack of conformity of the product.

5. Albums, inclusions, and random elements

K-pop albums and official products may contain inclusions randomly distributed by manufacturers (photocards, posters, stickers, etc.).

As these elements are part of the normal production process, their exact content cannot be guaranteed unless otherwise stated on the product page.

Receiving:

• a photocard of a different member than the one desired;
• a duplicate;
• an inclusion different from the buyer's personal preferences;

does not constitute grounds for a return, exchange, or refund.

Sealed albums with a missing inclusion may be due to a manufacturing or packaging defect on the part of the manufacturer. Once the album has been opened, this situation does not allow for a product return.

6. Preorders

Items offered as preorders are reserved with suppliers specifically for customers who have placed an order.

A preorder cannot be canceled once the supplier order has been confirmed.

However, in accordance with applicable regulations, the customer retains their right of withdrawal after receiving the product, provided it meets the conditions allowing for a return.

The product must then be returned in its original condition, unopened, and with its seal intact where one was present.

7. Refunds

Refunds are issued after the returned product has been received and inspected.

When a refund is approved, it is issued via the same payment method used for the purchase, unless otherwise agreed with the customer.

The refund is processed within the timeframes set out by applicable regulations.

If the product has suffered a loss in value due to use or handling beyond what is necessary to establish its nature, characteristics, or proper functioning, a deduction corresponding to this loss in value may be applied in accordance with the rules in force.

8. Gifts, freebies, and promotional items

Nealya may occasionally include gifts, freebies, or promotional items in certain orders.

These items are offered free of charge, subject to available stock, and do not constitute a guaranteed part of the order.

They cannot be exchanged, refunded, or compensated for.

Where a gift is conditional on a minimum purchase amount, a full return of the order that results in this condition no longer being met may require the return of the corresponding gift.

9. Contact

For any request regarding a return, refund, or issue related to an order:

contact@nealyashop.com