Return & Refund Policy
Our Return & Refund Policy
At Neuvaly, we're here to help you feel better—starting with your neck. We truly believe in the power of our products and encourage you to give them at least 14 days of consistent use to feel the full benefits.
If after that you’re still not satisfied, we’ve got you covered with our 60-day money-back guarantee.
🛑 Cancellations
Need to make a change? You can cancel or adjust your order within 24 hours of placing it. After that, your order is likely already being processed. If you cancel within the 24-hour window, we’ll refund you within 7 business days.
💸 60-Day Guarantee
Try it for at least 14 days. If you’re not happy within 60 days of delivery, just let us know and we’ll help with a return. Please note: original shipping fees (if any) are non-refundable.
To start a return, email us at hello@neuvaly.com or use the form on our Contact Us page. Be sure to include your Order Number, or the name and email used to place your order to speed things up.
📦 Damaged Items
We pack with care, but if your product arrives broken or defective, contact us within 72 hours of delivery. Email hello@neuvaly.com with a photo of the damage. If the product itself is damaged, we’ll send you a replacement free of charge.
Please note: A dented box or torn packaging isn’t considered a damaged item if the product inside works as intended. We do not offer refunds or replacements for damage from normal wear and tear or misuse.
🚚 Shipping & Delivery
We do our best to get your order to you quickly, but once it leaves our hands, delays from couriers, customs, or weather are beyond our control. For issues with tracking or delivery, please reach out directly to the shipping carrier.
We are not responsible for lost, stolen, or delayed packages once they’ve been shipped.
📍 Incorrect Address
Please double-check your shipping address before completing your order! If it’s incorrect and you don’t notify us within 24 hours, we can’t offer a replacement or refund.
We may update this policy from time to time. By ordering and using Neuvaly products, you agree to the terms outlined above.
Still have questions? We're happy to help—just email hello@neuvaly.com.