Refund policy

Refund Policy

1. Scope and Purpose
This return and refund policy applies to all purchases made on the CerviCare website, which specialises in the sale of the CerviCare Cervical Decompression Device.

Its purpose is to define the conditions and procedures for returning, exchanging, and refunding ordered products.

2. 365-Day Money-Back Guarantee
At CerviCare, we are confident in the effectiveness of our cervical massager. That is why we offer a 365-day money-back guarantee from the date you receive your order.

During this period, you may test the product under normal conditions of use. If you are not satisfied with the results, you may return the product and receive a full refund of the product price.

3. Return Period
Customers have a period of 365 calendar days from the date of receipt of their order to initiate a return request, whether following product testing or for any other reason.

4. Return Costs
Return shipping costs are the responsibility of the customer, except in the following cases:

  • Defective product

  • Product damaged upon delivery

  • Product not as described

In these situations, return shipping costs will be fully covered by CerviCare.

No restocking fees will be applied.

5. Return Procedure

5.1 Return Notification
To initiate a return, the customer must contact customer support by email, providing their order number and the reason for the return.

5.2 Return Authorisation
After reviewing the request, return instructions will be sent by email. A prepaid return label may be provided where applicable.

5.3 Packaging and Shipping
The customer agrees to return the product in secure packaging, preferably in its original packaging, and to use the provided return label where applicable. Any product returned deliberately damaged or incomplete may be refused.

6. Return Conditions by Reason

6.1 Return after Product Testing (365-Day Guarantee)
CerviCare is designed to be tested. Customers may use the product throughout the entire 365-day guarantee period. If the product does not meet expectations, a return may be initiated even after use. The product must be returned clean and in good condition (excluding normal wear and tear).

6.2 Defective Product
Please contact customer support immediately. Return costs will be fully covered.

6.3 Product Damaged on Delivery
The customer must send photos of the package and damaged product within 48 hours of delivery.

6.4 Incorrect Product Received
Please contact customer support to arrange the return and shipment of the correct item.

6.5 Product Not Received
In case of non-delivery, please contact us so we can open an investigation with the carrier.

6.6 Order Cancellation
Cancellation is possible as long as the order has not been shipped. After shipment, the standard return procedure must be followed.

7. Refunds
Refunds are processed once the returned product has been received and inspected at our facility.

  • Return processing: within 5 business days after receipt

  • Refund timeframe: within 14 days after return approval

  • Refund method: issued via the original payment method used for the purchase

8. Exceptions to the Return Policy
The following items are not eligible for return:

  • Items that have been deliberately damaged or rendered unusable

  • Customised or personalised items, where applicable

9. Return Address
The return address will be provided by email only after return authorisation. No returns should be sent without prior approval.

10. Return Shipping Method

  • Shipping method: tracked carrier

  • Cost: varies depending on the customer’s location (unless covered by CerviCare)

11. Legal Rights
This policy does not affect the consumer’s statutory rights under French and European law.

12. Questions?
For any questions or assistance, our customer support team is available via email. We aim to respond as quickly as possible.