Refund policy

Return Policy

Return Period

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return, subject to the conditions set out in this policy.

To start a return, please contact us at supportneyoxe@gmail.com

No items should be sent back without prior authorization. Returns sent without first contacting us may not be accepted.

If your return request is accepted, we will provide you with instructions on how and where to send your package.

Return Eligibility

To be eligible for a return, your item must meet all of the following conditions:

  • The item must be unused and in its original condition.
  • The product must not have been used beyond what is necessary to inspect its nature, characteristics, and functionality.
  • The item must include all original accessories, components, cables, chargers, adapters, remote controls, manuals, and packaging.
  • The product must be returned in appropriate packaging to prevent damage during transit.
  • You must provide a receipt, order number, or proof of purchase.

Opened or Used Massage Products

Our products are intended for personal use and come into direct contact with the user's skin, hair, and neck during use.

For hygiene and health reasons, products that have been used, placed on the body, or come into contact with skin may not be eligible for return where applicable law allows such an exclusion.

This may include, but is not limited to:

  • Massage pillows that have been switched on or operated beyond a brief functionality check.
  • Products that have been used on the neck, shoulders, or other parts of the body.
  • Covers, cases, or outer fabrics that have come into contact with skin or hair.
  • Products with a heating function that have been used repeatedly.
  • Products that have been connected, charged, or used regularly.
  • Products returned with signs of use, sweat, body oils, creams, cosmetics, dirt, hair, odors, or other conditions that prevent the item from being resold for hygiene or safety reasons.

Opening the packaging alone does not affect any mandatory consumer rights that may apply.

Where a customer has handled or used the product beyond what is reasonably necessary to inspect its nature, characteristics, and functioning, a deduction for any resulting reduction in value may be made where permitted by applicable law.

How to Request a Return

To request a return, please email supportneyoxe@gmail.com with the following information:

  • Your full name.
  • Your order number.
  • The date you received your order.
  • The reason for your return request.
  • Photos of the product and all included accessories.
  • Photos of the original packaging.
  • If the item is damaged or defective, clear photos or videos showing the issue (for example, a video showing that the massager does not turn on or does not work properly).

We may request additional information where reasonably necessary to assess the return request.

If your return is approved, we will provide further instructions.

Please do not send your item back before receiving return instructions from us.

Inspection of Returned Items

All returned items are subject to inspection upon receipt.

Approval of a return request does not automatically guarantee that a refund will be issued. The returned product will be inspected to confirm that it meets the applicable return requirements.

Where permitted by applicable law, we may refuse a return or reduce the refund amount if:

  • The product has been used.
  • The product has been damaged after delivery.
  • Parts, accessories, cables, chargers, remote controls, manuals, or other original components are missing.
  • The item is returned incomplete.
  • The product shows signs of use, sweat, body oils, dirt, hair, odors, cover wear, or contact with liquids or moisture.
  • The product has been handled beyond what is necessary to inspect it.
  • The product has been opened, disassembled, or tampered with in its electronic parts or internal mechanisms.
  • The item does not correspond to the product originally supplied.

Damages and Issues

Please inspect your order upon delivery.

If your item is defective, damaged, or if you receive the wrong item, please contact us as soon as possible at supportneyoxe@gmail.com.

Please include relevant photos or videos so that we can assess the issue and provide an appropriate solution.

Nothing in this policy affects any mandatory legal rights relating to faulty or incorrectly supplied goods.

Non-Returnable Items

Certain types of items cannot be returned, including:

  • Products that have been used or have come into contact with the skin or body, where an applicable hygiene exception applies.
  • Personalized or custom-made products.
  • Perishable goods.
  • Certain personal care products, where permitted by applicable law.
  • Products damaged by misuse, contact with liquids, or incorrect charging or connection.
  • Hazardous materials, flammable liquids, or gases.
  • Gift cards.

If you have questions about whether a specific item is eligible for return, please contact us at supportneyoxe@gmail.com before sending it back.

Sale Items

Items purchased on sale or at a discounted price are subject to the same mandatory consumer rights and legal guarantees that apply under applicable law.

Exchanges

We do not offer direct exchanges.

The fastest way to obtain a different item is to return the original item, provided that it meets the applicable return requirements and the return is accepted, and then place a separate order for the new item.

European Union 14-Day Cooling-Off Period

If your order is shipped to a consumer within the European Union, you may have a legal right to cancel or withdraw from your purchase within 14 days, without giving a reason, subject to the conditions and exceptions provided by applicable law.

Where the right of withdrawal applies, the item must be returned in accordance with the applicable legal requirements.

You may be responsible for any reduction in the value of the goods resulting from handling the product beyond what is necessary to establish its nature, characteristics, and functioning.

Any exclusion relating to unsealed goods for hygiene reasons will apply only where the requirements of applicable law are met.

Refunds

We will notify you once we have received and inspected your returned item and let you know whether the refund has been approved.

If approved, the refund will be issued to your original payment method, unless otherwise required by applicable law.

Please note that it may take some time for your bank or payment provider to process and post the refund.

If you have not received your refund within a reasonable period after it has been approved, please contact us at supportneyoxe@gmail.com.

Contact Us

For any questions regarding returns or refunds, please contact us at:

supportneyoxe@gmail.com