RETURNS & REFUNDS POLICY
Effective date: July 15, 2026
1. Effective Date and Scope
This policy applies to qualifying purchases made directly through neckog.com on or after the effective date shown above. It is prospective and is not retroactive.
Purchases made through a third-party platform, crowdfunding campaign, distributor, reseller, or other channel may instead be governed by the applicable campaign representations, platform terms, quotation, invoice, purchase agreement, or separately agreed written terms for that transaction.
This policy does not retroactively alter any written agreement or resolution previously entered into by Neckog.
2. Industrial Equipment
Flovv, Flovv-e, and other industrial or chemical-processing equipment are sold as final sale and are not eligible for ordinary returns based on buyer's remorse, changed requirements, inability to use the equipment, third-party material incompatibility, or a change in intended application.
Equipment is not eligible for an ordinary return after it has been installed, commissioned, calibrated, powered or operated, filled with or exposed to chemicals, contaminated, modified, disassembled, repaired by an unauthorized party, or damaged after delivery.
This section does not remove any legally non-waivable remedy for verified shipping damage, a genuine manufacturing defect, missing components, or material nonconformity. Those are addressed in Sections 4 and 5.
3. Chemicals and Consumables
Resins, polyols, isocyanates, silicones, foams, pigments, cleaning fluids, mold releases, and other chemical products and consumables are sold as final sale and are nonreturnable after shipment, except where Neckog expressly authorizes a return in writing or applicable law requires otherwise.
Once these products leave our control, Neckog cannot verify their storage, temperature exposure, contamination, seal integrity, transport history, or chemical condition, so they cannot be returned to saleable stock.
Customers must follow all Neckog return instructions. Customers must not independently ship chemical products back without Neckog's prior written authorization and compliant transportation instructions, for safety and regulatory reasons.
4. Shipping Damage and Missing-Item Claims
Report shipping damage or a missing item within three (3) business days after delivery, or as soon as reasonably possible where concealed damage could not have been identified immediately. To help us evaluate and, where applicable, pursue a carrier claim, please:
- retain the carton and all internal packaging;
- photograph every exterior side of the carton;
- photograph the shipping labels;
- photograph any damaged, opened, punctured, or resealed areas;
- photograph the internal packaging and all contents as received;
- photograph the product's visible exterior;
- provide the carrier's delivery image when available; and
- avoid operating, modifying, chemically exposing, or discarding the product before Neckog provides instructions.
Failure to preserve available evidence may limit Neckog's ability to pursue a carrier claim or to determine the appropriate remedy. It does not automatically eliminate every remedy, and it does not affect rights that cannot legally be waived.
5. Inspection and Remedies
No equipment return is authorized without a written Return Merchandise Authorization (RMA) and Neckog-issued return instructions.
Returned equipment may be inspected for its serial number and identity; completeness; physical condition; operation or installation; chemical exposure or contamination; modification or disassembly; missing components; damage occurring after delivery; and consistency with the customer's documentation and representations.
After documentation review or inspection, Neckog may offer an appropriate remedy — such as technical support, replacement parts, repair, replacement equipment, account credit, an authorized return, or a refund where expressly approved in writing. The selected remedy may depend on the circumstances and on applicable law. Where a valid remedy is owed, Neckog will not both retain the returned product and keep all of the customer's funds without providing an agreed remedy.
6. Approved Refund Timing
Where Neckog expressly approves a refund in writing, the refund will be processed to the applicable original payment method or another agreed method within fourteen (14) business days after the required return inspection is completed.
Carrier delivery confirmation does not itself constitute completion of Neckog's receiving and inspection process. Inspection will be completed within a commercially reasonable period based on the product's condition, shipment complexity, chemical exposure, documentation, and any testing required.
7. Customer-Requested Cancellations and Payment-Processing Fees
Once payment has been successfully processed, cancellations or refunds requested by the customer are subject to a nonrefundable payment-processing fee equal to the actual third-party payment-processing cost incurred by Neckog on the original transaction (for example, card, wallet, or installment-provider fees, which payment processors do not return to Neckog when a payment is refunded). The remaining balance will be refunded to the original payment method.
This fee does not apply when Neckog cancels the order, cannot fulfill it, when the product is defective or materially not as described, or when a full refund is otherwise required by applicable law.
This section applies to qualifying purchases made on or after the effective date shown above and is disclosed at checkout before payment is submitted.
8. Shipping Charges
Original outbound shipping charges, customs duties, taxes, brokerage charges, special handling costs, and expedited shipping charges are generally nonrefundable, unless Neckog expressly agrees otherwise in writing or applicable law requires otherwise.
Responsibility for return shipping will be specified in Neckog's written return authorization.
9. Kickstarter Rewards
Kickstarter is a crowdfunding platform and not a retail store. Kickstarter does not itself issue or administer ordinary retail returns. Kickstarter pledges and rewards are governed by the applicable campaign representations, Kickstarter's terms, and any later written agreement between Neckog and the backer.
A Kickstarter reward is not automatically subject to Neckog's ordinary retail return policy. Any cancellation, return, repair, replacement, credit, or refund concerning a Kickstarter pledge must be expressly confirmed by Neckog in writing. Where Neckog voluntarily authorizes a refund, it does so as a customer-resolution accommodation and in accordance with the specific written terms provided for that matter.
10. Business Purchases
Neckog products are designed primarily for commercial, industrial, prototyping, engineering, manufacturing, research, and professional applications. Where legally permitted, business purchasers are responsible for evaluating suitability, chemical compatibility, facility requirements, training, ventilation, safety procedures, and intended applications before purchase.
Nothing in this section waives liability for fraud, intentional misconduct, personal injury, or any right that cannot legally be excluded.
11. Legal Savings Clause
Nothing in this policy excludes, restricts, or modifies any right or remedy that cannot lawfully be excluded, restricted, or modified. If a provision conflicts with applicable law, that provision will apply only to the maximum extent legally permitted.
Questions about a return or a claim? Email contact@neckog.com with your order number.