Terms of service
<h2>WHO WE ARE</h2>
<p>This store is operated by Neck Nest, 1 Chaddesley Terrace, Swansea, SA1 6HB, United Kingdom.</p>
<p>You can contact us at <a href="mailto:support@necknest.us">support@necknest.us</a>.</p>
<p>By placing an order you agree to these terms.</p>
<h2>ORDERS</h2>
<p>Your order is an offer to buy. A contract is formed when we send you an order confirmation email, not when you click the payment button.</p>
<p>If we cannot fulfil an order, for example because an item is unavailable, a price or promotion was displayed incorrectly, or we cannot ship to your address, we will tell you and refund you in full.</p>
<p>We may cancel an order where we reasonably suspect fraud, where a discount code has been misused, or where the delivery address falls outside the destinations listed in our shipping policy.</p>
<p>You must be at least 18 years old, or have the consent of a parent or guardian, to place an order.</p>
<h2>PRICES AND CURRENCY</h2>
<p>Prices are set in pounds sterling and converted automatically for other markets. The currency you see is the currency you are charged in. Conversion rates are applied by our payment provider and can move between visits.</p>
<p>Delivery is calculated and shown at checkout before you pay. Import duty and taxes are not included in the price; see our shipping policy.</p>
<p>Promotional prices, bundle pricing and multi-item discounts apply while they are displayed and may be withdrawn or changed at any time. Where a discount is shown against a higher reference price, that reference price is the price at which we have previously offered the product. A promotion that has ended will not be reinstated on request.</p>
<p>The price shown at checkout is the price you pay us.</p>
<h2>PAYMENT</h2>
<p>Payment is taken at checkout through Shopify Payments and the other methods shown at checkout. We never see or store your full card details.</p>
<h2>PRODUCT INFORMATION</h2>
<p>We describe our products as accurately as we can. Dimensions, materials, foam density, battery life and charging times are the manufacturer's specification. We have not independently laboratory-tested them.</p>
<p>Images are illustrative. Memory foam products vary slightly in loft, firmness and finish between production batches, and minor variations in colour, stitching or packaging do not constitute a fault. Memory foam ships compressed and can take up to 48 hours to reach its full shape, and a new foam product may have a faint manufacturing odour that disperses within a few days.</p>
<h2>HEALTH AND MEDICAL DISCLAIMER</h2>
<p>This matters, so we are putting it plainly.</p>
<p>Our products are comfort and relaxation products. They are not medical devices. They are not intended to diagnose, treat, cure or prevent any disease, injury or medical condition, and nothing on this store should be read as a medical claim or as medical advice.</p>
<p>Where our product names or descriptions use words like support, relief, orthopedic or ergonomic, they describe how the product is shaped and what it is designed to feel like. They are not a clinical claim about an outcome.</p>
<p>If you have neck, back or shoulder pain, or any diagnosed condition affecting your spine, nerves, circulation or skin, speak to a doctor or physiotherapist before using any of our products. Do not use our products as a substitute for professional care, and do not stop or change a treatment you have been prescribed because of anything you read here.</p>
<p>If pain is new, severe, worsening, or comes with numbness, weakness, tingling, or loss of bladder or bowel control, stop using the product and seek medical attention promptly.</p>
<h2>SAFE USE OF NECK NEST SOOTHEWAVE</h2>
<p>SootheWave is a cordless, USB-rechargeable massage device that applies kneading pressure and heat. Read the supplied user manual before first use. The following is a summary and does not replace it.</p>
<p>Do not use SootheWave if any of the following apply to you, unless a doctor has told you it is safe:</p>
<p>- You have a pacemaker, defibrillator or any other implanted electronic medical device - You are pregnant - You have a pacemaker-adjacent, recent or unhealed injury, fracture, surgery or scar tissue in the area - You have a blood clotting disorder, deep vein thrombosis, thrombosis or phlebitis, or you take anticoagulant medication - You have reduced skin sensation or circulation, including from diabetes or peripheral neuropathy, because you may not feel heat building up - You have osteoporosis, a spinal disc condition, acute inflammation, or an infection, open wound, burn, rash or skin condition in the area - You have had recent whiplash or any undiagnosed neck injury</p>
<p>Also:</p>
<p>- Do not use on children, or on anyone unable to tell you they are uncomfortable - Do not use while sleeping, drowsy, or while driving or operating machinery - Do not use in or near water, in the bath or shower, or with wet hands - Limit sessions to the duration given in the manual, around 15 minutes, and stop immediately if you feel pain, burning, dizziness or numbness - Use only the supplied USB cable and a standard, compliant USB power source. Do not charge the unit unattended or overnight, do not cover it while charging, and do not continue using it if the cable, casing or battery is damaged, swollen or unusually hot - Do not open, modify or attempt to repair the unit or replace the battery</p>
<p>Heat and pressure devices can cause burns or bruising with prolonged or incorrect use, including on skin that feels fine at the time. Follow the manual.</p>
<h2>REVIEWS AND TESTIMONIALS</h2>
<p>Customer reviews and testimonials shown on this store reflect the experience of the individual who gave them. They are personal opinions, not a guarantee of results, and your own experience may differ.</p>
<h2>ACCEPTABLE USE</h2>
<p>You may not use this store to break the law, interfere with its operation or security, scrape or copy its content at scale, place fraudulent or speculative orders, or abuse our staff.</p>
<h2>INTELLECTUAL PROPERTY</h2>
<p>The Neck Nest name, logo, product names, site copy, images and layout belong to us or are used with permission. You may not reproduce them commercially without our written consent.</p>
<h2>RETURNS AND CANCELLATION</h2>
<p>Covered by our refund and returns policy, which forms part of these terms.</p>
<h2>DELIVERY</h2>
<p>Covered by our shipping and delivery policy, which forms part of these terms. Delivery estimates are estimates, not contractual guarantees, and delays in customs are outside our control.</p>
<h2>LIABILITY</h2>
<p>Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for breach of the terms implied by the Consumer Rights Act 2015, or for any other liability that cannot lawfully be excluded. Your statutory rights as a consumer are unaffected.</p>
<p>Subject to that, we are not liable for losses that were not foreseeable at the time the contract was formed, for business losses where you are buying as a business, or for any loss arising from use of a product contrary to the supplied instructions, the health and medical disclaimer, or the safe use section above.</p>
<h2>THIRD PARTY SERVICES</h2>
<p>This store runs on Shopify and uses third party services for payments, delivery, email and analytics. Their terms and privacy notices apply to their own handling of your information. See our privacy policy.</p>
<h2>GOVERNING LAW</h2>
<p>These terms are governed by the law of England and Wales, and disputes may be brought in the courts of England and Wales.</p>
<p>If you are a consumer resident elsewhere, you keep the benefit of any mandatory consumer protection rules of your country of residence, and may bring proceedings there where local law allows.</p>
<h2>CHANGES</h2>
<p>We may update these terms. The version in force is the one published when you place your order.</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>