Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to email us and request a return.

This time frame is strict and any emails outside of this timeframe will not be accepted. We are a small New Zealand business who can't resell products for hygiene reasons therefore any return is at a huge loss to us.

While many large chain stores don't allow returns on pillows for hygiene reasons, we believe it is important to offer this option because we don't want anyone to struggle. 

To start a return, you can contact us at info@necksbestthing.net. Please note that returns will need to be sent to the address provided at your cost (this decision has been made on the basis that we offer free shipping to you in the first instance therefore any returns need to be at buyers expense). The return address is in New Zealand.

If your return is accepted, instructions on how and where to send your package will be emailed. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at info@necksbestthing.net.

It is also important to note that you may have spent years if not decades sleeping on a pillow that hasn't supported you correctly. You must be willing to give our pillow up to 2 weeks to allow your body to adjust to proper alignment and support. While some have received instant results some have taken a while to get used to your new pillow. The real gains can be seen from long term use.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 1 business days. Please remember it can take some time for your bank or credit card company to process refunds. 
If more than 5 business days have passed since we’ve approved your return, please contact us at info@necksbestthing.net.