Refund policy

NECKWAVE™ – Return & Refund Policy

Last updated: June 1, 2026

At NECKWAVE™, our goal is to provide a safe, transparent, and reliable shopping experience. This Return & Refund Policy explains when returns are accepted and how refunds are handled.

Order Modifications

To ensure fast processing and shipping:

Order changes can be made within 1 hour of placing the order.

After 1 hour, the order is already being prepared and cannot be modified or cancelled.

Please double‑check your shipping address and product details before completing your purchase.

Return Eligibility (Strict Conditions)

For hygiene, health, and safety reasons, NECKWAVE™ devices are considered hygiene-sensitive products. In accordance with Article 16(e) of the EU Consumer Rights Directive (2011/83/EU), the right of withdrawal (return) is excluded for goods that are sealed for health protection or hygiene reasons if they become unsealed after delivery.

We cannot accept returns for:

– Opened or Unsealed Items: Any product where the original factory seal, shrink-wrap, or packaging has been broken, opened, or tampered with.

– Used Items: Any product that shows signs of use, skin contact, or wear.

– Items Removed from Original Packaging: Products must be in their exact original condition to be eligible for any return.

– Unauthorized Returns: Any item sent back without a confirmed return authorization from our support team.

"Change of Mind" Returns: We only accept "Change of Mind" or "Preference-based" returns if the product is completely unopened and the original packaging remains 100% sealed.

– If the seal is broken, we do not accept returns for reasons such as: "I changed my mind", "I don't like the feel", "It didn't meet my expectations", or "I found it cheaper elsewhere".

– For all eligible "Change of Mind" returns, the customer is responsible for all return shipping costs and ensuring the item reaches us undamaged.

Return Window

Eligible return requests must be submitted within 14 days of delivery. Requests submitted after 14 days cannot be accepted.

Refunds

 If your item qualifies for a refund:

– Refunds are issued to the original payment method

– Processing time: 5–10 business days

– Shipping fees are non‑refundable once the order has been shipped

If the item is not eligible, we will notify you with a clear explanation.

Failed Deliveries & Incorrect Addresses

Customers are responsible for providing accurate shipping information and monitoring tracking updates. If a package is returned to us due to an incorrect address, missing recipient information, or because it was unclaimed at the post office/parcel locker, the order is eligible for a partial refund. We will refund the product price minus the actual shipping fees and carrier return fees incurred by NECKWAVE™. Alternatively, a reshipment fee will apply if you want the item resent.

Exchanges

Exchanges are only offered for:

– defective items

– damaged items

– incorrect items

We do not offer exchanges for preference‑based reasons.

Contact Information

For return, refund, or warranty inquiries:

NECKWAVE Support:

neckwave.support@gmail.com