REFUNDS & RETURNS POLICY

 

At Neckology, we want you to be 100% satisfied with your purchase and your online shopping experience overall. Customer satisfaction is an integral part of our commitment and this is reflected in our Returns Policy. 

 

When you shop with Neckology, you have the peace of mind in knowing that the Neckology Intelligent Neck Massager is covered by 30 Days Warranty. This warranty only cover product(s) that have been received defective or damaged. The product may be returned for a full money refund or a replacement. To qualify for the warranty claim, we require a video that would support the issue being reported. Once received, we’ll gladly process the replacement or refund whichever is appropriate.   

 

Neckology will offer a 'Change Of Mind' refund provided that:

  • The product is in a re-saleable condition, with all original manufacturer's packaging, materials, and accessories, including instruction booklets, packing inserts, and blank warranty cards.
  • The product(s) are NOT damaged due to misuse and are in perfect condition
  • The change-of-mind refund is sought within 14 days from the receipt of purchase.

To qualify in returning the product/s under the Change of Mind policy, the product/s must be in their original packaging, along with all included accessories, in new condition, and must not be damaged in any way during the time that the item is in the customer's possession. The product is deemed to be in the customer's possession until the product is received by us pursuant to this policy. Please note that once the item is received, a 15% restocking fee applies upon the issuance of a refund pursuant to this policy. 

Please note that if the product has been purchased with an additional discount (on top of the already discounted price), this automatically voids the warranty stated above, as this is already classified as a clearance item. Hence, no refunds and no returns in this case.

Sale items (if applicable) 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. 

Exchanges (if applicable) 

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email.

Returns

Do not return the product to the address stated on the package. Please note that for any return requests, you should contact Customer Care, who will provide you with the instructions for 'return and refund'. Our Customer Care will help in efficiently resolving your issue and guide you through the return process. The returned product will remain under your responsibility until delivered to our warehouse address. Neckology will accept no liability for any loss or damage which may occur while the product is in transit.  

Item/s for return should be shipped back to our warehouse within 7 days from the date that we have provided the return label or shipping instructions. Please note that we may not proceed with the refund if the item has been shipped back to us after 7 days or more. Furthermore, please contact Customer Care and provide the tracking number of the returned item/s in order for us to keep track of the parcel until received in our warehouse address.  

Should you require to return the product for a refund or exchange, please contact us at support@neckology.co and we'll be happy to assist you from there. 

 

LOST OR STOLEN PACKAGES

 

Please ensure your full address is entered correctly at the checkout prior to completing your order, as customer input errors may result in you not receiving your product(s).

 

Neckology is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Neckology will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate. As mentioned, please make sure to enter the correct delivery address, we can not be responsible for lost packages due to incorrect address.