1) General Policy
At The Neck Life, we want customers to be satisfied with their purchases. However, because we work with a variety of suppliers and dropshipping vendors, we cannot guarantee that all items are returnable, refundable, or eligible for exchange. Each product is subject to the policies of the originating vendor, which may vary.
By purchasing through our Site, you acknowledge and agree that:
- Returns and refunds are not guaranteed.
- All return requests require prior written approval from us at admin@thenecklife.com.
- Unauthorized returns will not be accepted or refunded.
2) Eligibility Requirements
To be considered for return or refund, all of the following conditions must be met unless otherwise specified by the vendor:
- Request must be submitted within 7 days of delivery (as shown by carrier tracking).
- Item must be unused, unopened, and in the original packaging with all tags, manuals, and accessories.
- Proof of purchase (order number, receipt) must be provided.
- Return shipping costs are the customer's responsibility unless otherwise required by law.
- A restocking fee of up to 20% may apply.
3) Non-Returnable / Non-Refundable Items
The following items are final sale and cannot be returned or refunded:
- Customized or personalized products.
- Health, wellness, posture, or hygiene-related items (including wearable accessories) once opened.
- Gift cards, promotional items, and digital downloads.
- Clearance, discontinued, or "as-is" items.
- Products damaged by misuse, neglect, accidents, or unauthorized modifications.
4) Vendor-Specific Policies
Because we fulfill orders through multiple vendors:
- Each vendor may have its own timelines, conditions, and exclusions.
- Some items may only be eligible for replacement, not refund.
- In certain cases, the vendor may deny a return request even if it meets our general requirements.
- We reserve the right to follow vendor instructions and policies in determining whether a return/refund is possible.
5) Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect:
- You must notify us at admin@thenecklife.com within 72 hours of delivery with photos and a description.
- If approved, we will coordinate with the vendor to repair, replace, or refund at their discretion.
- Failure to report within the timeframe may void eligibility.
6) Process for Requesting a Return
- Email admin@thenecklife.com with your order number, reason for return, and photos if applicable.
- Wait for written instructions and authorization.
- If approved, ship the item(s) back as instructed, using a trackable service.
- After vendor inspection and approval, we will notify you of refund status.
⚠ Do not ship items back to our business address or to the vendor without written authorization. Unauthorized returns will not be processed or refunded.
7) Refund Method & Timeline
- Approved refunds will be processed back to the original payment method only.
- Refunds may take 7–14 business days to appear, depending on your bank or payment provider.
- Shipping charges, customs duties, and handling fees are non-refundable unless required by law.
8) Exchanges
Exchanges are not guaranteed and depend entirely on vendor inventory and policies. Where permitted, exchanges will be processed as a return + new order.
9) Customer Responsibility
Customers are responsible for:
- Reviewing product descriptions carefully before purchase.
- Ensuring compatibility, sizing, and suitability of items.
- All costs of return shipping, packaging, insurance, and risk of loss until items are received and processed.
10) Our Rights
We reserve the right to:
- Deny any return or refund request that does not meet the stated requirements.
- Modify or discontinue this Policy at any time without notice (changes will apply prospectively).
- Follow the vendor's decision as final in cases where their policies differ from ours.
11) Legal Rights
This Policy does not affect any rights you may have under applicable consumer-protection laws. To the maximum extent permitted, our obligations are limited to those required by law and our vendors' rules.
Questions about this Policy? Contact us at: admin@thenecklife.com
