Returns & Refunds Policy

1. Our 30-Day Guarantee

 

Our policy lasts 30 days from the date you received your item. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

 

Eligibility for Return

 

To be eligible for a return, your item must meet the following criteria:

  • Unused and Unopened: The item must be unused and in the same condition that you received it.

  • Original Packaging: It must be in the original, undamaged packaging, and include all parts, accessories, and instruction manuals.

  • Proof of Purchase: A receipt or proof of purchase (such as your order number or confirmation email) is required.

Important Exclusion (Hygiene): Due to the nature of the Wireless Neck & Shoulder Massager (a personal health and hygiene product), we cannot accept returns for devices that have been used, opened, or removed from the sealed manufacturer's packaging, unless the item arrived damaged or defective.

 

2. The Return Process

 

 

A. Initiation

 

  1. To start a return, please email our Customer Support team at neckpulse@outlook.fr with your Order Number and a clear explanation of why you wish to return the product.

  2. If your return is approved and meets the eligibility criteria, we will send you instructions on how and where to send your package, along with a Return Authorization (RA) number.

 

B. Shipping

 

  • You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.

  • We strongly recommend using a trackable shipping service and purchasing shipping insurance. We cannot guarantee that we will receive your returned item.

 

3. Refunds (if applicable)

 

 

Inspection & Processing

 

  1. Once your return is received and inspected, we will send you an email to notify you that we have received your item.

  2. We will also notify you of the approval or rejection of your refund based on the item's condition.

  3. If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment within 14 business days after the inspection is complete.

  4. Original shipping costs are non-refundable and will be deducted from your total refund amount.

 

Late or Missing Refunds

 

If you haven’t received a refund after 14 business days, please:

  1. Check your bank account again.

  2. Contact your credit card company, as it may take time before your refund is officially posted.

  3. Contact your bank.

 

4. Exchanges (Defective or Damaged Items)

 

We only replace items if they are defective or damaged upon arrival.

If you need to exchange it for the same item, please send us an email at neckpulse@outlook.fr immediately. We will provide you with the necessary return instructions, and we will cover the shipping cost for sending the replacement item to you.

 

5. Sale Items

 

Only regular priced items may be refunded. Unfortunately, sale items or items purchased with a promotional discount cannot be refunded unless they are defective or damaged upon arrival.