Return & Refund Policy

Last updated: August 12, 2026

This Return & Refund Policy applies to all purchases made from NeckHaven, operated by [LEGAL BUSINESS NAME] ("we", "us"), at [STORE DOMAIN]. It forms part of our Terms of Service. Nothing in this policy limits any statutory right you may have under applicable consumer protection law.

1. 30-day return window

You may request a return for any reason within 30 calendar days of the delivery date. Requests received after this period cannot be accepted except where an item is defective and the defect is covered by an applicable statutory warranty.

2. Condition of returned goods

To be eligible for a return, an item must be in the condition in which you received it, complete with any accessories and, where practicable, its original packaging. Products showing damage caused by misuse, alteration, or normal wear beyond ordinary trial use are not eligible.

Because these are personal wellness products, we do not require you to leave an item unused before returning it: reasonable trial use consistent with assessing whether the product works for you does not void your right to a refund.

3. Items that cannot be returned

The Migraine Ice Head Wrap, once used, for reasons of hygiene. Unused units in original packaging may be returned normally, and this exclusion never applies to an item that arrived defective.
Items requested more than 30 days after delivery.
Products damaged through misuse, disassembly, or failure to follow the usage instructions provided.
Gift cards, where offered.

4. How to request a return

Email [SUPPORT EMAIL] with your order number and a brief description of the issue.
We will respond within 24 hours with return instructions or, where applicable, confirmation that no return shipment is required.
Do not send an item back before receiving instructions. Unauthorised returns cannot be tracked to your order and may not be refundable.

5. Return shipping costs

Where an item is defective, damaged in transit, or is not the item you ordered, we bear all costs and you are not required to return the product. Where a return is requested for any other reason, return shipping is at your expense unless we confirm otherwise in writing.

6. Refunds

Approved refunds are issued to the original payment method within 5-10 business days of approval. The time taken for funds to appear on your statement depends on your bank or card issuer and is outside our control.

Refunds cover the full product price paid. Where a promotional discount was applied to the order, the refund reflects the amount actually paid. Where an order qualified for a promotion contingent on a minimum spend and a partial return takes the order below that threshold, the value of the promotion may be deducted.

7. Defective, damaged or incorrect items

Contact us within 7 days of delivery with photographs of the item. We will dispatch a replacement at no cost or issue a full refund, at your election. You will not be asked to return the original item.

8. Exchanges

We do not operate a direct exchange process. To obtain a different size or colour, request a refund under this policy and place a new order.

9. Order cancellation

Orders may be cancelled for a full refund by emailing [SUPPORT EMAIL] within 12 hours of purchase. After this window the order has been released to the warehouse and must be handled as a return once delivered.

10. Non-delivery

Where an order has not arrived within 21 business days of dispatch, contact us and we will issue a replacement or a full refund at your election. See our Shipping Policy.

11. Chargebacks

If you have a concern about an order, please contact us before initiating a chargeback with your card issuer. We resolve the substantial majority of issues within one business day, and a chargeback filed without first contacting us delays rather than accelerates your refund.

12. Your statutory rights

This policy is offered in addition to, and does not limit or replace, any rights you may have under applicable federal or state consumer protection law, including any implied warranty of merchantability where such warranty cannot lawfully be disclaimed.