Return & Refund Policy

We want all of our customers satisfied with their purchases but we also understand that sometimes an item needs to be returned.

Notice that all of your purchases are made on the official product website and not on Neck Relax.

30 Day Money Back Guarantee

Most of our partners provide a 100% satisfaction guarantee for 30 days or your money back. During checkout you can check if the item has this condition or not.

If you change your mind about the items you have purchase, the partner will refund the purchase price or exchange those products, subject to the following conditions:

  • To be eligible for a return, your item must be unworn, unwashed, unused or otherwise in the same condition that you received it. It must also be in the original packaging.
  • To complete your return, the partner requires a receipt or proof of purchase. You may also be required to provide proof of defective items prior to returning such as sending pictures via email.
  • If you request a refund, the purchase price (excluding delivery charges and/or discounts) will be refunded to you using the original payment method within 5 – 7 business days once the partner have received the returned item and confirm that it meets the conditions above.

If there is an issue with your return, you will also notified as to why your return was rejected and why we cannot issue a refund. This typically only happens when we receive used products back that are in unsalable condition.

Damaged Or Faulty Items

Sometimes an item is faulty (see definition below), wrongly described, or different from the sample shown, the partners take corrective action, which may include refunding the purchase price and delivery charges, or providing a replacement product and a pre-paid return shipping label for the incorrect item.

  • *Damaged or faulty items include unraveled seams and/or holes that are present before being washed.

If somehow you've made an error after your order has been placed, please contact us as soon as possible using this link and we will see if we are able to correct it.

Unfortunately if you have entered the wrong address, moved or need to change a product variant after your order has been shipped, the partner will not be able to accommodate you nor offer you a refund.   

Late Or Missing Refunds

If you haven’t received a refund yet, first check your bank account again then contact your credit card company because it may take some time before your refund is officially posted.

Next contact your bank because sometimes 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 [email protected]

Clearance & Final Sale Items

Only regular priced items may be refunded, unfortunately sale items cannot be refunded unless they are defective.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return.

Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, the partner will send a refund to the gift giver and he will find out about your return.

Shipping Costs

The partners ship using the address provided in the checkout – please verify that the information is accurate. Any returned orders will be reshipped at your expense.

You will be responsible for paying for your own shipping costs for returning your item.

Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your replacement or exchanged product to reach you, may vary.

We do not guarantee that we will receive your returned item.

All items must be returned within 30 days of purchase. If more than 30 days have passed, then no refund or exchange is available.

Also, we cannot guarantee the all items will be delivered within the suggested time frame, even though we strive to do so. So please note that a late delivery cannot be a reason to request for a refund.

Coupons can be used on new orders only. Coupons cannot be applied to any order that has already been placed.

Policy Changes

This Return & Refund Policy can change at any time and we always recommend checking the partner policies (usually on the bottom of the page) when you're doing the checkout.