Refund policy

Last updated: 2026

We want you to love your NeckLab. If you don't, you're covered by our 30-day home trial and by your statutory rights under UK law.

1. 30-day home trial

You can return any item within 30 days of delivery for a full refund of the product price. This is longer than the 14-day cancellation period required by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

  • Items should be returned complete, with all accessories, and in their original packaging where possible.
  • We may reduce your refund to reflect any loss in value if an item has been handled more than needed to establish its nature, characteristics and functioning (for example, heavy wear or damage).
  • For hygiene reasons, opened earplugs from the Relax Kit can only be returned if they are faulty.

2. How to start a return

  1. Email support@necklab.shop with your order number and the item(s) you'd like to return.
  2. We'll reply within 1 working day with the return address and instructions.
  3. Send the item back using a tracked service and keep proof of postage.

Please do not send items back without contacting us first.

3. Return postage

If you are returning an item because you changed your mind, the cost of return postage is paid by you. If the item is faulty, damaged or not as described, we will cover return postage or send you a prepaid label.

4. Refunds

We'll refund you within 14 days of receiving the returned item (or of you providing proof that you've sent it back, whichever is sooner), to your original payment method. If you cancel your whole order within 14 days, we'll also refund the standard delivery charge you paid, if any.

5. Faulty or damaged items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If your item is faulty:

  • Within 30 days of delivery: you are entitled to a full refund.
  • After 30 days and within 6 months: we'll repair or replace it; if that isn't possible, you're entitled to a refund.
  • Your NeckLab pillow also comes with a 1-year manufacturer's warranty against defects in materials and workmanship. This does not affect your statutory rights.

Please email us a short description and a photo or video of the issue so we can help quickly.

6. Exchanges

If you'd like a different bundle, return the original item for a refund and place a new order.

7. Contact

NeckLab.  Email: support@necklab.shop.