Refund policy
Our Guarantee
We stand strongly with the quality of the Neck Right Pro+ Intelligent Neck Massager. That's why you receive a 14 Day Money Back Guarantee if you are not satisfied with your purchase.
To qualify in returning the product/s under our guarantee policy, you must contact us prior to returning your product/a, the product/s must be in their original packaging, 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.
We will assess the return upon receipt of the item and notify you of the outcome within 5-10 business days. Please ensure that your order number is marked on the return address for fast processing.
Returns are sent back to us at the customers' expense.
Please note that once the item is received, a 15% restocking fee applies upon the issuance of a refund pursuant to this policy.
Returns must not be sent without prior contact and approval. Unauthorized returns will not be accepted, and we do not guarantee receipt or processing of items sent without approval.
Please note our 14 Day Money Back Guarantee (change of mind) is only valid on the Neck Right Pro+ Intelligent Neck Massager device.
Returns
Our policy lasts 14 days. If 14 days have gone by since your purchase date unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
For more information and our returns address please contact us.
If eligible for a return the item must be shipped back to us within this 14 day period.
We do not accept change of mind returns.
Returns must not be sent without prior contact and approval. Unauthorized returns will not be accepted, and we do not guarantee receipt or processing of items sent without approval.
https://www.neckright.com.au/pages/contact-us
Sale items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
When returning your item to us it must be shipped within 14 days of delivery to be eligible for a return.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
If your refund is not approved you will be responsible for covering shipping costs to have the item returned back to you.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. 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
Changes to Orders / Cancellation of Pre orders
Please carefully check your billing and shipping information before you place your order as our dispatch team processes orders quickly and is unable to make changes to orders once they are shipped.
We are also not able to cancel any orders After they are placed.
Faulty/Defective Items
If you believe an item you've purchased from us is a defective product, contact us at via our Contact Us page : https://www.neckright.com.au/pages/contact-us with images/videos and other descriptions of the fault or deficiency.
Once you’ve submitted your return request, we will contact you with details of your return so that you can send your item(s) back to us. Once inspected by our team and deemed faulty we will provide you with a speedy replacement as per Australian Consumer Law. We do not provide refunds for defective products unless a replacement product is unavailable.
We will cover the postage costs associated with you returning a Defective Product. However, you are liable for any delivery costs if we acting reasonably determine that returned product does not meet the criteria for being a Defective Product.