How do I return / exchange an item?

How do I return / exchange an item?

If the products are significantly damaged or defective, please contact us(support@TheMassageChair.com or call 646-820-2228) within 7 days from the date that you received the product. Please refer below for Return Guide Lines. All returns are accepted if the product is in RESALABLE condition. It is recommended that you the buyer purchase insurance for return shipments.

Attention: All products returned must be authorized by TheMassageChair.com. Please email support@TheMassageChair.com or call 646-820-2228 for return authorization. All authorized return items will receive a return merchandise authorization number (RMA). All the return products without RMA# are not acceptable.

Furthermore, before you decide to return the products, please understand that TheMassageChair.com will definitely decline the returns if you are in one of the following situations:

  • Returns without the RMA number (Return Merchandise Authorization Number).
  • Returns are requested more than 7 days from the date you received the products.
  • All opened, used, or partially used products are not returnable and exchangeable to TheMassageChair.com. Except the products are already damaged or defective when you received them.
  • All return products must be in original condition and packaging, and we cannot take returns of products that have been assembled or modified.


30 day Return policy for massage chairs:

The 30 day time frame for acceptance of returning massage chair starts from the delivery date of product. No return of merchandise after this 30 day time window. you must have an RMA(Return Merchandise Authorization) number; Returned chair will be subject to 20% re-stocking fee, and you will be responsible for both, the original delivery and the returning shipping charges; Returned chair, which is not in original condition including all parts, will be reshipped back to you and are subject to an additional 15% handling charge.


Order Cancellation Policy:

We will refund your order if you cancel before it is shipped from our warehouse, cancellation will not possible once the order is shipped. Once you receive the order, you can choose to return it. A 20% restock fee will apply if an order is returned or cancelled after it has been shipped.


Return policy for damaged or defective products:

The product I received is defective or damaged, what can I do?
Please contact us (support@TheMassageChair.com or call 646-820-2228) to request a RMA# within 7 days of the date you received the products. All authorized return items with a RMA# must be shipped back to TheMassageChair.com within 10 days of the RMA# being issued.

Attention: All returned products without a RMA# will not be accepted. Customers are responsible for all the cost and loss (shipment fee etc.) if their returns have no RMA#.

What if I realize that the product has problems after 7 days of receiving the product?
You have to contact the product manufacturer, who will provide any service, warranty and support.

Are defective or damaged products exchangeable with other models or products?
No, we can only exchange a defective or damaged product with the same model. Products that are discontinued by the manufacturer are manufactured recall-products must be returned to manufacturer.

Who is going to pay for the return shipping fee of the defective, damaged or insufficient products?
After TheMassageChair.com verifies that the returned product is significantly defective, damaged or insufficient, we will pay you the shipping fee of the return products. TheMassageChair.com will pay for the shipping cost of the return and reship products to the customers.

Attention:
We only agree to pay for ground shipping or regular mail service. Customers will be responsible for paying the extra cost of choosing any kind of express mail service. TheMassageChair.com reserves the right to adjust the shipping fee.

What if the replacement product still has problems?
All the replacements are carefully verified and tested by us before they are shipped out. If problems still occur, please contact the original manufacturer, who will provide any service, warranty and support for the products.

Is COD shipment acceptable?
COD shipments will not be accepted. We are not responsible for lost or stolen packages. We recommend using a courier that can track your package with a tracking number, as well as buying insurance for your return shipment.

What is TheMassageChair.com's return address?
After obtaining the RMA#, the return address will be provided.

If you have further questions, please call: 646-820-2228.
Office hours: Monday to Friday; 10:00 am to 6:00pm (EST)


Return policy for unopened and non-defective products:

Can I exchange unopened products for another kind (model) of product(s)?
Yes, if the products are unopened and unused, you can request an exchange for a new product which is at the same price or at a higher price (where you would pay for the difference). Please contact us (support@TheMassageChair.com or call 646-820-2228) within 7 days of the receiving the products. All authorized return items will receive a return authorization number (RMA). You must send back the return products in their original condition and packaging within 10 days of the RMA# being issued. (Products eligible for return must be returned in 100% brand new condition and undamaged).

Do I need to pay the shipping fee for the returned products?
Yes, you need to pay the shipping fee for return products and exchange products.

Are unopened and non-defective products refundable?
Yes, if the purchased products are unopened and unused, customers can request to return the products within 7 days of the date that they received them and get (a) a refund or, (b) store credits.

(a) Refund. A 20% restocking fee will apply to all refunded items which are non-defective and unopened; if the item being refunded had qualified for free shipping, a $250 shipping fee will be deducted. The remaining credit after the deduction will be stored back to the customer's credit card account (or mailed by check).

(b) Store credit. If the item being refunded had qualified for free shipping, a $250 shipping fee will be deducted. The remaining credit after the deduction will be stored in your TheMassageChair.com shopping cart account. This credit will be available and usable when you shop at TheMassageChair.com next time. (But this amount of credit is only usable once. For example, if your store credit is $50 and you spend $48 on a purchase at TheMassageChair.com, no change will be given back to you, which means you spent $50 on your shopping).

Attention: Please contact us (support@TheMassageChair.com or call 646-820-2228) within 7 days from the date you received the products. All authorized return items will receive a return authorization merchandise number (RMA). You must return products in their original condition and packaging within 10 days of the RMA# being issued. (The RMA number must be marked clearly outside the package).

What is TheMassageChair.com's return address?
After obtaining the RMA#, the return address will provided.

If you have further questions, please call: 646-820-2228.
Office hours: Monday to Friday; 10:00 am to 6:00pm (EST)


Declined return policy:

Can I decline to receive the package?
Yes, if the shipping fee is free, there is $250 shipping fee will be deducted from your credits. Plus, you also need to pay for the return shipping fee. We will refund the remaining amount back to you after the deduction of the shipping fees.

What if the shipment shipped to a wrong address or the purchaser has not signed for receiving the shipment several times, who is going to be responsible for it?
If you gave us a wrong address or don't have a person to receive the package, you are going to be responsible for the shipping fee. Therefore, please carefully and clearly give out your information before making orders at TheMassageChair.com in order to avoid unnecessary loss of time and money.


Policy of "Money Back Guranteed":

Any product with "Money Back Guaranteed" stated on it is in turn not associated with TheMassageChair.com. The product's company is responsible for all guaranteed.


Policy of "Warranty Disclaimer":

Warranty Disclaimer: TheMassageChair.com expressly disclaims all expressed or implied warranties, including any implied warranty of merchantability or of fitness for a particular purpose. TheMassageChair.com shall have no liability to anyone for incidental or consequential damages or any other liability, loss or damage arising out of or related to the merchandise sold. All products are sold "AS IS". TheMassageChair.com no warranty as to the performance of any products sold. This disclaimer by TheMassageChair.com in no way affects the terms of a manufacturer warranty if any.