At Neckline Massager, customer satisfaction is our top priority. We offer a 60-day return window starting from the date you receive your package. If 60 days have passed since delivery, we cannot offer a refund or exchange.
Return Eligibility
To qualify for a return and refund, please ensure your request meets the following conditions:
- Functional Defects: Returns are generally accepted only for items demonstrating a verified functional defect or manufacturing malfunction.
- Change of Mind: We do not offer refunds for simple change-of-mind purchases. Exceptions are considered strictly on a case-by-case basis.
- Original Condition: The item must be returned in its original, undamaged retail packaging with all included parts, cables, and documentation.
- Proof of Purchase: A valid receipt, order confirmation, or proof of purchase is required.
Non-returnable items include: gift cards, promotional or final-sale goods, downloadable items, and products where personal hygiene seals have been compromised.
To initiate a return inquiry, please contact our support team at [email protected].
Order Cancellations
Due to our rapid warehouse fulfillment, cancellations are strictly time-sensitive:
- Cancellation requests are accepted within 60 minutes of order placement.
- Cancellations apply exclusively to full-priced items.
- If you need to cancel within this 60-minute window, email [email protected] immediately with your order number. Once processed by our dispatch center, an order cannot be canceled.
Refund Process
- Receipt & Inspection: Once your return arrives at our facility, our technicians inspect the unit to verify the reported issue.
- Notification: We will send you an email confirmation detailing whether your refund has been approved or rejected.
- Credit Issuance: Upon approval, your refund will be issued automatically to your original payment method within a few business days.
Late or Missing Refunds
If your refund has been approved but has not appeared in your account:
- Review your bank account or payment provider balance.
- Check with your credit card company, as bank clearance periods can take several business days to finalize.
- If you have completed both steps and still have not received your funds, please contact [email protected].
Product Exchanges
We replace items exclusively if they arrive defective or damaged. If you need a direct replacement for an identical unit, contact our care team at [email protected] with photos or video evidence of the defect.
Return Shipping & Handling
- Shipping Fees: Customers are responsible for covering all return shipping charges. Original shipping costs are non-refundable. If approved for a refund, return transit fees incurred by our team will be deducted from your payout.
- Tracking & Insurance: If you are returning an item valued over $10, we strongly advise using a trackable courier service or purchasing parcel protection. We cannot process refunds or replacements for returned items lost in transit.
- Processing Time: Transit durations for exchange replacements may vary depending on your delivery address. Refunds are finalized only after the return has been safely received, verified, and approved.