Refund policy
1. Overview
TheraNeck is committed to providing long-term relief and measurable improvement through its devices.
Whilst we make sure our products are made with the highest-quality materials and the latest available technology, and whilst we offer first-class customer service seven days a week, we understand that some customers may occasionally not be 100% satisfied with our products.
This policy sets out your rights and responsibilities when requesting a return, refund or replacement.
2. 90-Day Money-Back Guarantee
If for any reason you're not completely satisfied with your product, you have 90 days from the date you receive it to return it for a full refund. No questions asked.
Your satisfaction is our priority, and our 90-day money-back guarantee gives you plenty of time to try the product and experience the benefits for yourself.
If you have any questions or need help with your return, our customer service team is always on hand to guide you through the process.
You can contact our customer service team at info@theraneck.co.uk or via our contact form.
To be eligible for a refund, please make sure the item is in good condition and returned in its original packaging.
Minimum Use Requirement
As results build up gradually, we require a minimum of 30 days of consistent use before a refund request can be submitted.
If you experience any discomfort or unusual reactions during this period, please contact our customer service team at info@theraneck.co.uk for advice.
3. Damaged Items or Missing Parts
If you receive an item that is faulty, incorrect or missing any parts, please let us know straight away at info@theraneck.co.uk, quoting your order number. We'll be happy to replace the item free of charge.
To receive a replacement, you must contact us within 90 days of receiving your product.
4. Order Not Received
If your order hasn't been delivered within 14 days of payment, or if tracking shows it as delivered but you never received it, please contact us as soon as possible at info@theraneck.co.uk and our team will re-send your order or issue a refund.
If the failed delivery is due to an incorrect delivery address provided by the customer, the customer will be responsible for the cost of re-sending.
5. Order Cancellation
If you'd like to cancel your order after your payment has been processed, please contact us as soon as possible. Orders are dispatched every day, Monday to Saturday. Once your order has been dispatched, it can no longer be cancelled, and you'll need to return the item to receive a refund.
6. Chargebacks
If you're not happy with your purchase, please contact our customer service team at info@theraneck.co.uk before raising a chargeback.
We're committed to resolving any issue directly and promptly, and far more quickly than a chargeback with your bank or PayPal.
7. Abuse Prevention
To ensure fairness and protect product integrity, TheraNeck reserves the right to limit or refuse returns in cases of:
- Excessive or irregular return activity
- Fraudulent or abusive behaviour
- Returns of used, damaged or incomplete items
8. Refund Processing
Our customer service team will deal with your request within 24 hours.
Once your refund has been approved, please bear in mind that:
- Card refunds may take 7–10 working days to appear, depending on your bank.
- Refunds can only be issued to the original payment method used at checkout.
9. Contact Us
For any questions, replacement requests or refunds, email us at info@theraneck.co.uk or use our contact form.
A member of our team will get back to you within 24 hours.