Refund Policy

We have a 60-day return policy, which means you have 60 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@theneckcloud.com. If your return is accepted, we’ll send you a return address address, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

When you’re shipping your items back to us, the best idea is to choose a mailing option which gives you the option to track the package, as well as one that offers you compensation for loss of or damage to your parcel. If the package doesn’t reach us, we won’t be able to process your return, so it’s important that you make sure it stays safe in transit. Please wrap your package carefully so it doesn’t get damaged in the returns process, as we won’t be able to exchange or refund damaged products. Return-Shipping costs on orders with "Free shipping" are covered by the customer.

You can always contact us for any return question at support@theneckcloud.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

Cancellations

Orders that have already been shipped can no longer be cancelled. We usually ship our orders within 1-2 business days. If your order has not been shipped yet, and you have not received a shipping confirmation email from us, please contact us and we will cancel your order right away. 

If you with to cancel an order that has already been shipped, please wait for your parcel to arrive and request a return with our support team. Once we receive your returned item, we will issue a full refund to your account.