Refund policy

Returns & Refunds Policy

30-Day Money-Back Guarantee

We want you to love your NovaNeck. If you're not completely satisfied, you can return it within 30 days of delivery for a refund — no questions asked.

To be eligible, your item must be returned in reasonable condition and in its original packaging where possible, along with proof of purchase.

How to Start a Return

Email us at info@novaneck.co with your order number and we'll get things moving. We'll send you a prepaid return label with full instructions — just print it off, pack your item, and drop it at your nearest collection point. Please do not send items back without contacting us first, as they will not be accepted.

Return Shipping Costs

Please note that return shipping is the responsibility of the customer. We provide a prepaid return label for convenience, however the cost of this label will be deducted from your refund. The exact amount will be confirmed when you initiate your return, and will reflect the actual cost of the label — typically between £3–£5 for standard parcels.

We are not able to issue a full refund where return shipping costs have been incurred.

Damaged or Incorrect Items

Please inspect your order as soon as it arrives. If anything is damaged, defective, or not what you ordered, contact us immediately at info@novaneck.co and we'll put it right straight away. In these cases, return shipping will be covered by us at no cost to you.

EU Customers — 14-Day Cooling Off Period

If your order was shipped to an EU country, you have the right to cancel or return it within 14 days of receipt for any reason. Your item must be in reasonable condition with proof of purchase.

Refunds

Once we've received and inspected your return, we'll let you know the outcome. Approved refunds are issued to your original payment method within 10 business days, minus the return shipping deduction. Your bank or card provider may take a little longer to show the credit. If 15 business days have passed since your refund was approved and you haven't received it, contact us at info@novaneck.co.

1-Year Warranty

Every NovaNeck comes with a 1-year manufacturer warranty from the date of delivery, covering defects in materials and workmanship under normal use.

If your device develops a fault, contact us at info@novaneck.co with your order number, a description of the issue, and photo or video evidence. If the fault is covered under warranty, we'll send you a brand new replacement at no cost to you.

The warranty does not cover accidental damage, misuse, unauthorised modification, or normal wear and tear.