International Return & Refund Policy

Last updated: November 12, 2026

At NECKXEN, customer satisfaction, transparency, and trust are our priorities. We are committed to providing a fair and straightforward shopping experience for customers around the world.

This Return & Refund Policy applies to purchases made through the official NECKXEN online store, regardless of the customer's country of residence, subject to applicable consumer protection laws.

1. Our 30-Day Money-Back Guarantee

NECKXEN offers a 30-Day Money-Back Guarantee on eligible purchases worldwide.

Customers may request a return within 30 calendar days of receiving their order, including when they are not satisfied with the product.

Customers may reasonably test their NECKXEN neck massager to determine whether it meets their expectations.

Returned products should be in good condition and include all original accessories and components. Original packaging is recommended whenever available.

Reasonable product testing does not automatically disqualify a return. Excessive damage, misuse, or unauthorized modifications may affect refund eligibility or the refund amount, where permitted by applicable law.

If local consumer protection laws provide a longer return period or additional rights, those legal requirements will take precedence.

2. How to Request a Return

To initiate a return, please contact neckxen@gmail.com within 30 calendar days of receiving your order, or within any longer period required by applicable law.

Please include:

• Order number

• Email address associated with the purchase

• Reason for the return

• Photos or videos if the product is damaged, defective, or incorrect

Our customer support team will review the request and provide the appropriate return instructions and destination.

Customers should contact NECKXEN before shipping a return to ensure proper processing.

3. Damaged, Defective, or Incorrect Products

If a product arrives damaged, defective, incomplete, or different from the item ordered, please contact NECKXEN as soon as possible.

Depending on the circumstances and applicable law, NECKXEN will provide an appropriate remedy, which may include:

• A replacement product

• A repair, where appropriate

• A partial or full refund

• Another legally required resolution

Where a return is required because of a verified defect, shipping error, or incorrect product, NECKXEN will cover reasonable return shipping costs.

Nothing in this policy limits statutory warranties or consumer rights applicable in the customer's country.

4. International Return Shipping

NECKXEN accepts eligible return requests from customers in countries to which the store sells and delivers products.

For returns due to personal preference or a change of mind under our voluntary 30-day guarantee, customers are generally responsible for return shipping costs, unless otherwise required by applicable law.

For defective, damaged, or incorrectly supplied products, NECKXEN will cover reasonable return shipping costs when a return is necessary.

Return instructions and the applicable return destination will be provided after contacting customer support.

Customers should not assume that returns must be sent to the country from which their order was originally shipped.

Any applicable customs documentation or shipping requirements will be explained when arranging the return.

5. Refunds

Once a returned product has been received and assessed, NECKXEN will notify the customer of the refund status.

Approved refunds will be issued to the original payment method unless otherwise agreed or required by applicable law.

NECKXEN aims to initiate approved refunds within 5 business days following completion of the return assessment.

Where applicable law requires an earlier refund, a different refund procedure, or reimbursement before the returned item is received, those requirements will apply.

Banks and payment providers may require additional time to display the refunded amount.

Original shipping charges may be excluded from voluntary change-of-mind refunds where permitted by applicable law and disclosed before purchase.

Any shipping charges that must legally be reimbursed will be included in the refund.

6. Order Cancellations

Customers may request an order cancellation by contacting neckxen@gmail.com.

If the order has not yet been shipped, NECKXEN will review the cancellation request and process it in accordance with applicable law.

If the order has already shipped, the customer may request a return under this policy.

Mandatory cancellation and withdrawal rights under applicable consumer protection laws remain unaffected.

7. International Shipping Delays and Lost Orders

Delivery estimates may vary depending on the destination country, local carriers, customs processing, and other logistical factors.

NECKXEN aims to fulfill orders within the timeframes communicated during checkout or in its Shipping Policy.

If an order cannot be shipped within the promised timeframe, customers will be informed and offered the remedies required by applicable law, including the opportunity to accept a revised timeframe or cancel for a refund where applicable.

If an order is confirmed lost in transit or cannot be delivered, NECKXEN will investigate and provide an appropriate resolution, including a replacement or refund where required.

Customers will not lose mandatory consumer rights solely because an order is shipped internationally.

8. Exchanges

Customers wishing to exchange a product should contact neckxen@gmail.com.

Exchanges are subject to product availability, the condition of the original item, and applicable consumer protection laws.

Where an exchange cannot be arranged, an alternative resolution may be offered.

9. Customs Duties and Import Charges

International orders may be subject to customs duties, import taxes, or other charges imposed by the destination country.

Any applicable charges and the party responsible for paying them will be determined by the shipping terms disclosed during checkout and applicable law.

Refunds of customs duties or taxes