Refund policy

90-day return guarantee
At STEPMELLOW we want you to be happy with your purchase. You have 90 days from the day you receive your order to return it if you are not convinced. This period includes the 14-day statutory right of withdrawal.

Conditions
- The product must be in good condition, with no damage caused by misuse.
- It must be returned with its accessories (USB cable and manual) and, if possible, in its original box.

How to make a return
1. Email us at neckcaree@gmail.com with your order number and the reason for the return.
2. We will reply with the instructions and the address to send it to.
3. Please do not send anything without contacting us first: parcels sent without notice cannot be processed.
Return shipping costs are paid by the customer, unless the product arrives defective, damaged or is not the one you ordered.

Refund
Once we receive and check the product, we will refund you to the same payment method you used, within a maximum of 14 days. We will let you know by email when it is done.

Defective or damaged product
If your massager arrives damaged or does not work, email us within 7 days of receiving it with a photo or video of the problem. We will send you a new one or refund you, at no cost to you.

Contact
If you have any questions, email us at neckcaree@gmail.com.