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Refund Policy

Last updated: May 15, 2024

At Neck Massage Master, we want you to be completely satisfied with your purchase. If for any reason you are not, we offer a straightforward refund and return process.

1. 30-Day Return Window

You have 30 calendar days from the date your item was delivered to initiate a return. To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging.

2. How to Initiate a Return

To initiate a return, please follow these steps:

Contact our customer support team at support@neckmassagemaster.com within the 30-day return window.
Provide your order number and a brief explanation of why you wish to return the item.
Our team will review your request and, if approved, will provide you with a Return Merchandise Authorization (RMA) number and detailed instructions on how to send your item back.
Please do not send your item back without an RMA number, as it may delay or prevent your refund.

3. Return Shipping Costs

The customer is responsible for all return shipping costs unless the item received was damaged, defective, or incorrect. We recommend using a trackable shipping service and purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

4. Refund Method and Timeline

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If your refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days. Please note that it may take some additional time for your bank or credit card company to post the refund to your account.

5. Non-Returnable Items

Certain types of items cannot be returned, including:

Products that have been used or are not in their original condition and packaging.
Items marked as "final sale" or "clearance."
Gift cards.

If you have questions about whether your item is returnable, please contact us.

6. Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at support@neckmassagemaster.com within 7 days of delivery. Please include your order number and clear photos of the damage or defect. We will gladly offer you a free replacement or a full refund, including return shipping costs, once the damage or defect is verified.

7. Exchange Policy

We currently do not offer direct exchanges. If you wish to exchange an item, please follow the return process outlined above to return the original item for a refund, and then place a new order for the desired item.

8. Late or Missing Refunds

If you haven’t received a refund yet, please follow these steps:

Check your bank account again.
Contact your credit card company; it may take some time before your refund is officially posted.
Contact your bank; there is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund, please contact us at support@neckmassagemaster.com.

9. Contact Us

For any questions regarding our Refund Policy, please contact us at support@neckmassagemaster.com.