Refund policy

<p>This policy applies to everything bought from Neck Nest. It sits alongside your legal rights as a consumer and does not replace them.</p>

<h2>30-DAY MONEY-BACK GUARANTEE</h2>

<p>You have 30 days from the day your order is delivered to change your mind and get your money back. This applies wherever in the world you are.</p>

<p>You do not need a reason. If the product is not what you expected, email us and we will refund you.</p>

<p>This includes items you have already used. We would rather you actually tried the product than sent it back sealed, and a comfort product you have not used tells you nothing. Unpack it, use it, and if it is not for you, tell us within 30 days.</p>

<h2>HOW TO START A RETURN</h2>

<p>Email <a href="mailto:support@necknest.us">support@necknest.us</a> with your order number and a line on what went wrong.</p>

<p>We will reply with what to do next. Please do not post anything back before you hear from us, because we cannot guarantee we will receive a parcel we were not expecting.</p>

<p>In many cases we will not ask for the item back. Returning a used personal-care item is often not worth the postage, and for hygiene reasons we cannot resell one. Where that is the case we will refund you and tell you to keep or responsibly dispose of the product. We will always confirm this in writing before you spend anything on postage.</p>

<h2>RETURN POSTAGE</h2>

<p>If the item is faulty, damaged, or not what you ordered, we pay the return postage, or we skip the return entirely.</p>

<p>If you are simply changing your mind and we do ask for the item back, the return postage is yours to pay. We will tell you the cost position before you commit to it.</p>

<p>We recommend a tracked service. Until the parcel reaches us it remains your responsibility.</p>

<h2>REFUND TIMING</h2>

<p>Refunds go back to your original payment method within 5 business days of us approving the return, or within 5 business days of the item reaching us where we asked for it back.</p>

<p>Your bank or card issuer may take a few days longer to show it. That part is outside our control.</p>

<p>We refund the full price you paid for the item. Delivery charges are refunded in full where the item was faulty, damaged or incorrect, and where you are exercising a statutory right to cancel as set out below.</p>

<h2>FAULTY, DAMAGED OR INCORRECT ITEMS</h2>

<p>Email us a photograph within 30 days of delivery and we will replace the item or refund you in full, including any postage you paid.</p>

<p>You do not need to send a faulty or damaged item back before we act on it. We will not keep you waiting on a parcel to put something right.</p>

<p>If a fault appears after 30 days, contact us anyway. Your statutory rights in respect of faulty goods last considerably longer than our returns window, and we will deal with it.</p>

<h2>ELECTRICAL AND BATTERY FAULTS</h2>

<p>Neck Nest SootheWave contains a rechargeable lithium battery.</p>

<p>If it will not charge, will not hold a charge, gets unusually hot, swells, or the remote stops pairing, stop using it immediately, unplug it, and email us with a photograph. Do not attempt to open the unit or replace the battery yourself.</p>

<p>We will replace a faulty unit or refund you in full. We will not ask you to post a damaged or swollen battery back to us, because damaged lithium cells are classed as dangerous goods and must not be sent by post or air. We will tell you how to dispose of it safely.</p>

<h2>RETURNING FROM OUTSIDE THE UNITED KINGDOM</h2>

<p>Check the postage cost before you send anything back. Returning a single item internationally can cost more than the item did, and that cost would fall on you.</p>

<p>Email us first. Depending on the circumstances, a refund without a physical return is often the sensible answer, and we would rather do that than have you spend more on postage than the product is worth.</p>

<p>Import duty, VAT, GST or handling fees you have already paid were collected by your own government or carrier, not by us, so we are not able to refund them. Your customs authority may allow you to reclaim them directly when goods are returned, refused or exported again. Keep your paperwork.</p>

<h2>CANCELLING BEFORE DISPATCH</h2>

<p>If your order has not yet been dispatched, email us and we will cancel it and refund you in full.</p>

<p>Orders are processed quickly, so tell us as soon as you can. Once a parcel has left our supplier we cannot recall it, but you still have the full 30-day window once it arrives.</p>

<h2>YOUR STATUTORY RIGHTS</h2>

<p>Our 30-day guarantee is something we offer voluntarily. It sits on top of the rights below and never reduces them.</p>

<p><strong>United Kingdom.</strong> Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel your order within 14 days of receiving it, without giving a reason, and a further 14 days to return the goods after telling us. Where you cancel under these Regulations we refund the price of the goods together with the standard outbound delivery cost you originally paid. You are responsible for the cost of returning the goods to us. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described; where they are not, you have a short-term right to reject within 30 days, and rights to repair, replacement or a price reduction after that. Claims for faulty goods can generally be brought for up to six years in England and Wales, and five years in Scotland. Nothing in this policy affects any of that.</p>

<p><strong>European Union.</strong> Under the Consumer Rights Directive you have a right of withdrawal within 14 days of receiving your order, without giving a reason. Where you withdraw, we refund the price of the goods together with the standard outbound delivery cost you originally paid. You are responsible for the cost of returning the goods. You also have a legal guarantee of conformity of at least two years. Our 30-day policy sits alongside these rights and does not limit them.</p>

<p><strong>Australia.</strong> Our policy sits alongside your rights under the Australian Consumer Law, including the consumer guarantees, which we do not exclude, restrict or modify. Where a failure is major you may choose a refund or replacement.</p>

<p><strong>New Zealand.</strong> Our policy sits alongside your rights under the Consumer Guarantees Act 1993.</p>

<p><strong>Canada.</strong> Our policy sits alongside your provincial and territorial consumer protection rights, which vary by province and which we do not limit.</p>

<p><strong>United States.</strong> Our 30-day guarantee applies to you in full. Consumer protection rules are set at state level and vary, and nothing here limits any right you have under them.</p>

<h2>CONTACT</h2>

<p>Neck Nest<br>
1 Chaddesley Terrace<br>
Swansea<br>
SA1 6HB<br>
United Kingdom</p>

<p>Email: <a href="mailto:support@necknest.us">support@necknest.us</a></p>

<p>A person replies, usually within one business day.</p>