Refund policy
1. Overview
We want you to be fully satisfied with your purchase. If for any reason you are not happy with your order, UK consumer law provides you with specific rights, which we fully respect.
This policy explains how returns, refunds and cancellations work when you shop with us.
2. Your Right to Cancel (Change of Mind)
Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your item, without giving any reason.
Once you notify us of your decision to cancel, you then have a further 14 days to return the product to us.
3. How to Cancel an Order
To cancel your order, please contact us by email at:
Include:
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Your order number
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Your full name
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A clear statement that you wish to cancel your order
We will confirm your cancellation and provide return instructions.
4. Conditions for Returns
To be eligible for a return due to a change of mind:
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The item must be unused, undamaged, and in its original packaging
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The product must be returned within 14 days after cancellation
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You must take reasonable care of the item while it is in your possession
We reserve the right to refuse refunds for items returned in a condition that indicates excessive use or damage.
5. Return Shipping Costs
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For change-of-mind returns, the customer is responsible for return shipping costs
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Original shipping fees (if paid) are non-refundable, unless the item is faulty or incorrect
This follows standard practice for UK online stores.
6. Refunds
Once we receive and inspect the returned item, we will process your refund.
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Refunds are issued to the original payment method
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Refunds will be processed within 14 days of receiving the returned item
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You will receive a confirmation email once the refund has been completed
7. Faulty or Defective Items
If your item is faulty, damaged, or not as described, you are protected under the UK Consumer Rights Act 2015.
In this case:
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Please contact us at support@neckzen.co.uk as soon as possible
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We may offer a replacement, repair, or full refund
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If the fault is confirmed, return shipping costs will be covered by us
8. Incorrect Items
If you receive the wrong item, please notify us immediately.
We will:
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Arrange a replacement or refund
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Cover any reasonable return shipping costs
9. Non-Returnable Items
For hygiene and safety reasons, we may not accept returns for items that:
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Show clear signs of use
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Are returned without original packaging
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Have been damaged after delivery due to improper use
This does not affect your statutory rights regarding faulty goods.
10. Contact Us
If you have any questions about returns or refunds, please contact our support team: