NeckPro Return & Refund Policy

At NeckPro, your satisfaction is our priority. If you're not completely happy with your purchase, we're here to help.

14-Day Return Policy

We offer a 14-day return window from the date you receive your item. To be eligible for a return:

• The item must be unused, in its original packaging, with all tags attached.

• Proof of purchase (receipt or order confirmation) is required.

Please note:
📍 Deliveries to East Malaysia (Sabah, Sarawak, and Labuan) are excluded from this return policy due to shipping complexities.
📦 Only purchases delivered to Peninsular Malaysia are eligible for return or exchange under this policy.

How to Request a Return

To initiate a return, kindly email us at carestsales01@chlfoam.com.my with:

• Your order number

• Reason for return

• Photos of the item (if damaged or incorrect)

If your return request is approved, we will provide:

• A return shipping label

• Instructions on how to pack and send your item back

All approved returns must be shipped to:
Topaz Industrial Centre, Lot 12507, No.10, Jalan Industri 4, Seksyen U4, Kampung Baru Sungai Buloh, 40150 Shah Alam, Selangor

📌 Items returned without prior approval will not be accepted.

Damaged, Defective, or Incorrect Items

Please inspect your order upon receipt. If you receive a damaged, defective, or incorrect item, notify us within 48 hours. We’ll work to resolve the issue quickly—either through a replacement, store credit, or refund.

Non-Returnable Items

We do not accept returns for:

• Sale or clearance items

• Gift cards

• Customized, personalized, or made-to-order products

• Items classified under hygiene-sensitive categories once opened (e.g., used pillows or mattresses without protective plastic)

• Items not in their original condition or packaging

If you are unsure whether your item qualifies, please contact us before returning.

Exchanges

If you would like to exchange your item, we recommend returning it first. Once your return is accepted, you can place a new order separately.

Refunds

Once we receive and inspect your return:

• We will notify you of the approval status

• Approved refunds will be processed back to your original payment method within 15 business days

• Bank processing times may vary

If you have not received your refund after 15 business days, please email carestsales01@chlfoam.com.my or chat with us via Whatsapp for follow-up.