Terms of service

Last updated: 15 November 2026

1. About us

necklab.shop is operated by a company registered in England and Wales.

Email: support@necklab.shop.

2. These terms

These terms apply to all orders placed on necklab.shop by consumers in the United Kingdom. Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

3. Orders and contract

When you place an order you will receive an email acknowledging it. A contract between us is formed when we send you a dispatch confirmation. We may decline an order, for example if an item is out of stock or a price was shown in error, in which case we'll let you know and refund any payment in full.

4. Prices and payment

All prices are in pounds sterling (GBP) and include VAT where applicable. Standard UK delivery is free. Payment is taken when you place your order. Bundle prices show the saving compared with buying each included item separately at its normal necklab.shop price.

5. Delivery

Delivery times and terms are set out in our Shipping Policy. Risk in the goods passes to you on delivery.

6. Cancellations, returns and faulty goods

You may cancel and return items as set out in our Refund Policy, which includes a 30-day home trial and your legal rights for faulty goods.

7. Product use and safety

NeckLab products are comfort and relaxation products. They are not medical devices and are not intended to diagnose, treat, cure or prevent any disease or condition. Always read the user manual and safety information before use. Do not use the pillow if you have a neck or spine injury or condition, on broken, numb or inflamed skin, during pregnancy, while asleep, or if you have a pacemaker or other electronic implant, unless your GP has advised it is suitable. If you have a medical condition or are unsure whether a product is suitable for you, consult your GP before use.

8. Liability

We are responsible for loss or damage you suffer that is a foreseeable result of our breach of these terms or our negligence. We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for breach of your statutory rights. We are not liable for business losses, or for losses caused by using a product contrary to its instructions.

9. Intellectual property

All content on this website, including text, images and the NeckLab name and logo, belongs to us or our licensors and may not be copied without permission.

10. Complaints and law

If you have a complaint, email support@necklab.shop and we'll respond within 2 working days. These terms are governed by the law of England and Wales. You may bring proceedings in the courts of England and Wales, or of Scotland or Northern Ireland if you live there.