Refunds Policy

At Neck Protect we want you to shop with confidence. This page explains, step by step, how returns and refunds work for orders shipped anywhere in the world.

Important: in all cases, return shipping costs and any related customs charges are paid by the customer.

1. Return due to change of mind

You can return your order without giving any reason, within the following timeframe:

⏱️ Timeframe: 14 calendar days from the day you receive the product.
📦 Required condition: unused, in its original packaging and in a resaleable condition.
💶 Return shipping costs: always paid by the customer.
💰 Refund: the amount paid for the product is refunded once we receive and check the item, within a maximum of 14 calendar days, using the same payment method used for the purchase. Original shipping costs, customs duties and import taxes are not refundable, and in the case of a partial return, only the price of the returned unit(s) will be refunded.

How to request it:

1. Write to us at theneckprotect@gmail.com stating your order number, the number of units you wish to return, and that you wish to return your purchase.
2. We'll confirm the address to send the product to.
3. Pack the product securely, unused, in its original packaging, and send it at your own expense using a tracked service. We recommend keeping your proof of postage.
4. Once we receive it and check its condition, we'll process the refund.

2. Faulty or damaged product

If your Neck Protect item arrives damaged, faulty or with a manufacturing defect, please contact us within 14 calendar days of delivery:

⏱️ Timeframe to report: 14 calendar days from the day you receive the product.
💶 Return shipping costs: always paid by the customer.
🔄 Resolution: we'll first attempt to replace the product; if this isn't possible, a refund will follow.

How to request it:

1. Write to us at theneckprotect@gmail.com with your order number and clear photos of the defect.
2. We'll confirm the issue and let you know whether it's a replacement or refund.
3. Send the product back to the address we provide, at your own expense.

3. Cases not covered by the return policy

Returns are not accepted when:

The product shows signs of use.
More than 14 days have passed since delivery.
The original packaging has not been kept or is significantly damaged.
The package is lost or damaged in transit during the return and no proof of postage is available.

4. When will I see the refund in my account?

Once processed on our end, the refund is issued via Shopify Payments to the same original payment method. The time it takes to appear in your account depends on your bank or card issuer (usually a further 5 to 10 working days).

5. Your local consumer rights

This policy does not affect any statutory consumer rights you may have under the laws of your country or region that cannot be waived by contract.

6. Questions?

Write to us at theneckprotect@gmail.com and we'll get back to you as soon as possible.