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. For UK orders, 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. For international orders, please see the International Returns section below. Please do not send items back without contacting us first, as they will not be accepted.

Return Shipping Costs (UK Orders)
Please note that return shipping is the responsibility of the customer. For UK orders, 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.

International Returns
NovaNeck operates from the UK, and prepaid return labels are available for UK orders only. If your order was delivered outside the UK, please email us at info@novaneck.co with your order number and we'll provide the address to send your return to. You'll be responsible for arranging and paying for the return shipping yourself. We recommend using a tracked service, as we can't be responsible for returns that are lost in transit. Any customs duties or fees on the return are also the customer's responsibility.

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. Return shipping for EU orders is arranged and paid for by the customer, as set out in the International Returns section above.

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. For UK orders, this will be minus the return label 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.

Extended Warranty
You can extend your cover beyond the standard 1-year warranty by adding an Extended Warranty at checkout. Extended cover runs on the same terms as our 1-Year Warranty, covering defects in materials and workmanship under normal use, with the same exclusions. To make a claim, email us at info@novaneck.co with your order number, a description of the issue, and photo or video evidence.
Extended warranties are not included in our 30-Day Money-Back Guarantee. If you return your NovaNeck within 30 days, your refund will cover the device only; the cost of the extended warranty will not be refunded. You may cancel an extended warranty within 14 days of purchase for a full refund, in line with your statutory cancellation rights.