Refund policy

REFUND, RETURN & GUARANTEE POLICY

At Neck Nest, we take pride in the quality, ergonomics, and craftsmanship of our products. We offer a 60-Day Limited Satisfaction Guarantee subject to strict verification, sanitary compliance, and operational standards.

To maintain our rigorous health standards and prevent fraud, all returns must adhere strictly to the protocol below. Failure to satisfy any single requirement will result in immediate disqualification and denial of refund.

1. Mandatory Hygiene & Sanitary Restrictions (Strictly Enforced)

Due to international health, hygiene, and sanitary regulations, the Neck Nest Pillow is classified as a Personal Care & Body-Contact Item (similar to bedding, sleepwear, or undergarments).

  • Unopened & Sealed Only: Returns are exclusively accepted if the product remains inside its original, unopened, factory-sealed protective polybag.

  • Zero-Tolerance Policy for Opened Items: Once the protective hygienic wrap or seal has been broken, opened, or tampered with, the item is considered USED and FINAL SALE. For safety reasons, it cannot be returned or refunded under any circumstances.

  • Warehouse Inspection: Any returned shipment showing signs of opening, testing, wear, skin contact, hair, perfume, or odors will be immediately rejected upon arrival, marked as a sanitary violation, and destroyed without refund or store credit.

2. 60-Day Guarantee Eligibility Requirements

To qualify for a return evaluation under our 60-Day Limited Guarantee, your request must satisfy ALL of the following conditions:

  1. Prerequisite Notice Window: You must notify customer support of your intent to initiate a return within 7 calendar days of physical delivery (within the overall 60-day window).

  2. Factory Seal Intact: The outer tamper-evident seal and internal protective plastic wrap must be 100% unopened and undamaged.

  3. Pristine Retail Packaging: The box, cardboard sleeves, instruction cards, and all accessories must be in perfect, original retail condition.

  4. Proof of Purchase: You must provide the original Order Number, Billing Name, and Official Digital Invoice.

Notice: Any item removed from its protective factory wrap or showing retail box damage is strictly ineligible for return.

3. Step-by-Step Return Authorization Protocol (RMA)

Direct drop-offs or unauthorized returns are not accepted. Packages sent without a valid, active RMA number visible on the outer box will be automatically refused at our receiving dock and returned to sender or destroyed at your expense.

Step 1: Uncut Video Submission

Email customer support at supportnecknest@gmail.com with the subject: RMA Request - [Your Order Number]. You must attach a single-take, uncut video showing:

  • The unopened shipping box displaying the carrier label and tracking number.

  • Clear 360-degree footage showing that the factory protective seal on the pillow packaging is completely unbroken.

Step 2: Physical RMA Form

If your request is provisionally approved, our team will issue an official RMA Form. You must print, physically sign by hand, and include this document inside your return package.

Step 3: Strict 7-Day Shipping Window

Once an RMA Number is issued, your package must be scanned by the shipping carrier within 7 calendar days. Expired RMAs are permanently closed and non-renewable.

Step 4: Trackable Express Shipping

Return shipping costs are the sole responsibility of the customer. You must use a trackable shipping service with Signature Required upon delivery. We are not responsible for lost, delayed, or damaged return parcels.

4. Mandatory Fees & Refund Deductions

If a returned item is accepted, inspected, and approved by our quality control team, the following non-negotiable deductions will apply to your final refund:

  • Original Shipping & Handling: Initial priority/express shipping fees are strictly non-refundable.

  • Restocking & Administrative Fee: A mandatory $15.00 USD restocking and inspection fee per unit will be deducted from the total refund amount.

  • Return Shipping Fees: Paid entirely by the buyer.

5. Defective or Damaged Goods

We inspect all units prior to dispatch. However, if your package arrives physically damaged due to transit:

  • You must report the issue within 24 hours of delivery to supportnecknest@gmail.com.

  • You must submit clear photos and an uncut video of the damaged outer shipping box and the carrier shipping label.

  • Claims submitted after 24 hours of delivery will be rejected, as carrier insurance claims expire.

6. Order Cancellation Policy

Due to our automated warehouse processing system, order cancellation requests must be received within 30 minutes of order placement. Once an order enters our fulfillment queue, it cannot be canceled, edited, or redirected, and must undergo the full RMA process detailed above upon arrival.

7. Inspection & Refund Timeline

  • Warehouse Audit: Please allow 7 to 10 business days from the physical arrival date for our quality control department to inspect the factory seal.

  • Refund Credit: Once approved, refunds are processed back to your original payment method within 10 to 14 business days (minus applicable restocking fees).

8. Customer Support Contact

  • Official Email: supportnecknest@gmail.com

  • Operating Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)