This Return & Refund Policy explains ChairWellness' voluntary return program, order cancellations, shipment delays, damaged or defective products, refunds, exchanges, warranty support and certain statutory rights that may apply to qualifying products.
Important: The 30-day return period described below is a voluntary ChairWellness return policy. It is not intended to limit, waive or replace any non-waivable right or remedy available under applicable federal or Florida law.
Eligible products may be returned within 30 days after delivery under ChairWellness' voluntary return program, subject to the terms below.
ChairWellness does not charge a general restocking fee under this policy. Any product-specific charge must be disclosed before purchase.
For an approved voluntary return, ChairWellness will initiate the applicable refund within 14 days after receiving and approving the returned product.
ChairWellness offers a voluntary 30-day return program for eligible products. This program is separate from rights and remedies that may arise because a product is defective, damaged, incorrectly supplied, covered by an applicable warranty, or because ChairWellness cannot ship an order within the applicable promised timeframe.
Nothing in this policy is intended to waive, restrict, disclaim or condition a consumer's rights under applicable federal or Florida law.
Customers should review the applicable product page, checkout disclosures, shipping information and warranty information before completing an order.
ChairWellness offers a voluntary 30-day return window for eligible products beginning on the date the customer receives the product.
This voluntary program is intended for discretionary returns, including a customer changing their mind after delivery.
The 30-day voluntary return program does not eliminate or reduce any applicable legal or warranty rights concerning defective, damaged, incorrectly supplied or otherwise nonconforming products.
For a voluntary return, the product should, where reasonably applicable:
Customers should contact ChairWellness before returning a product so that the correct return instructions can be provided.
A return authorization process may be used to identify the order, product and appropriate shipping method. This process is intended to facilitate the return and does not eliminate any applicable legal remedy.
Please provide, where reasonably requested:
Massage chairs and other oversized products may require specialized freight handling because of their size, weight and packaging requirements.
For an approved voluntary discretionary return after delivery, the customer may be responsible for the applicable authorized return freight. Because massage chairs are oversized products, ChairWellness does not use one universal return freight amount for every order.
Before a discretionary return is authorized, ChairWellness will determine the applicable return-freight amount or available estimate using the factors that apply to the actual return shipment:
The location from which the massage chair must be returned, including the applicable fulfillment or return point.
The customer's location and the carrier's applicable delivery zone or routing requirements.
Product and package dimensions and shipping weight used by the carrier or freight provider.
The applicable carrier rate or freight quotation for the authorized return shipment.
Applicable residential, liftgate, specialized handling or other transportation charges.
The approved transportation method, routing and handling requirements for the specific return.
Where the standard $724.99 outbound delivery charge applies, that original delivery charge is generally non-refundable for an ordinary voluntary change-of-mind return after delivery. It is separate from the customer's applicable return-freight responsibility.
In other words, a voluntary return can involve two separate transportation costs: the original outbound delivery charge paid to deliver the product to the customer, and the applicable return freight required to transport the product back. The original $724.99 outbound delivery charge is generally not returned with the product refund, while the applicable return freight may be the customer's responsibility.
*Where the $724.99 standard delivery charge applies. The original outbound delivery charge is generally non-refundable for an ordinary voluntary discretionary return, subject to applicable law and qualifying product remedies.
Customers may contact ChairWellness to request cancellation before shipment.
ChairWellness will process a cancellation when permitted by its order-processing status and applicable law.
If an order is cancelled before shipment under an applicable federal shipment-delay right, ChairWellness will provide the required prompt refund of the amount required by law.
A voluntary cancellation requested for reasons unrelated to shipment delay may be handled according to the order's status and the terms disclosed before purchase.
ChairWellness will maintain a reasonable basis for any shipment representation made to a customer.
For Internet orders covered by the Federal Trade Commission's Mail, Internet, or Telephone Order Merchandise Rule, ChairWellness will follow the applicable federal requirements when it cannot ship within the promised timeframe.
When a covered order cannot be shipped on time, ChairWellness will provide the customer with the applicable delay option, including:
If the customer cancels under an applicable shipment-delay right, ChairWellness will not require the customer to receive or return merchandise that has not been shipped.
When federal law requires a full refund for unshipped merchandise, the refund will include the amount the customer tendered for the unshipped merchandise, including applicable shipping, handling, insurance and other amounts required by the federal rule.
The following circumstances may prevent approval of a discretionary voluntary return:
These exclusions apply only to the voluntary discretionary return program.
They do not eliminate rights or remedies that may apply because of a product defect, damage, incorrect shipment, applicable warranty or another non-waivable legal right.
If a product arrives visibly damaged, is damaged during transportation, is defective, or otherwise fails to conform to applicable product representations or warranty terms, contact ChairWellness promptly.
ChairWellness may request photographs, video, serial numbers, order information or other reasonably necessary information to determine the appropriate process.
Depending on the product and applicable law, resolution may include:
ChairWellness will not treat a legally protected defect or warranty claim as merely a discretionary change-of-mind return.
Once an authorized voluntary return is received, ChairWellness may inspect the product to determine whether it satisfies the voluntary return requirements.
For an approved voluntary return, ChairWellness will initiate the applicable refund within 14 days after receiving and approving the returned product.
Refunds are generally issued to the original payment method where practicable.
If applicable federal or Florida law requires ChairWellness to provide a refund, the applicable legal deadline and refund amount will control.
In particular, a refund required because a covered Internet order cannot be shipped within the applicable federal timeframe will be processed as a legally required shipment-delay refund and will not be delayed until a customer returns merchandise that has not been shipped.
ChairWellness may provide an exchange or replacement for an eligible voluntary return where inventory and product conditions permit.
A replacement may also be required under an applicable warranty or other law.
Customers should contact ChairWellness before returning a product so that the correct procedure can be established.
ChairWellness does not charge a general restocking fee under this policy.
ChairWellness will not add an undisclosed discretionary restocking fee after purchase.
Any product-specific voluntary-return charge must be clearly disclosed before the customer completes the purchase.
Return freight is separate from a restocking fee. For voluntary discretionary returns of oversized products, authorized return freight may be the customer's responsibility.
The applicable return-freight amount or available estimate is based on the specific return shipment, including the return origin, destination, product and package dimensions, shipping weight, applicable carrier or freight quotation, and accessorial charges such as residential delivery, liftgate or specialized handling. ChairWellness will disclose the applicable amount or available estimate before authorizing the voluntary return.
Where the standard $724.99 outbound delivery charge applies, that original delivery charge is generally non-refundable for an ordinary voluntary discretionary return. It is not a restocking fee and is separate from any return-freight charge.
Customers should contact ChairWellness before refusing a delivery whenever reasonably possible.
A voluntary refusal after shipment does not automatically create a right to a free discretionary cancellation.
For an ordinary change-of-mind refusal after shipment, ChairWellness may process the matter under the voluntary return program and may apply disclosed return-freight responsibilities.
However, this section does not apply to the extent that the refusal results from a defective, damaged or incorrectly supplied product or from another legally protected cancellation right.
If an order is cancelled because ChairWellness cannot ship within the applicable promised timeframe, the applicable shipment-delay procedure controls.
Certain products may qualify as an assistive technology device under Florida's Assistive Technology Device Warranty Act, Florida Statutes Chapter 427, Part III.
Florida law specifically includes certain manual wheelchairs, motorized wheelchairs and motorized scooters, among other qualifying devices, when the statutory requirements are satisfied.
If a product purchased from ChairWellness qualifies under the Act, the applicable statutory rights are separate from and may exceed the voluntary 30-day return program described above.
For a new qualifying assistive technology device, Florida Statutes §427.803 requires the manufacturer to furnish an express warranty for at least one year after first delivery.
If the manufacturer does not provide the required express warranty, Florida law provides the applicable statutory warranty protection described in §427.803.
If a qualifying new assistive technology device does not conform to an applicable express warranty, the consumer may report the nonconformity to the manufacturer, applicable lessor or authorized assistive technology device dealer and make the device available for repair within the statutory period.
Florida law provides that a covered nonconformity must be repaired at no charge to the consumer when the statutory requirements are met.
If the covered nonconformity is not repaired after a reasonable attempt to repair, Florida law may require the manufacturer, at the consumer's direction, to accept return of the device and provide a comparable new device or applicable refund, together with applicable collateral costs, as provided by Florida Statutes §427.804.
Where Florida Statutes §427.804 requires a manufacturer to provide a comparable replacement or refund after the applicable statutory process, ChairWellness will not use this voluntary return policy to limit those rights.
Florida law establishes specific procedures for transfer of possession, replacement and refunds following a qualifying warranty dispute. The applicable statutory procedure will control where it applies.
Warranty coverage may vary by manufacturer, brand, model and product category.
ChairWellness will identify applicable warranty information on the relevant product page, warranty documentation or other pre-purchase materials when available.
A product warranty is separate from the voluntary 30-day return program.
If a product is covered by a specific statutory warranty, including a qualifying assistive technology device warranty, the applicable statutory requirements will apply.
For return, cancellation, refund, warranty or product-support questions, contact ChairWellness before shipping a product back whenever reasonably possible.
Email: support@chairwellness.com
Support Hours: Monday–Friday · 9 AM–6 PM ET
Our ChairWellness customer care team can help with return eligibility, cancellation procedures, shipping delays, return instructions, refunds, exchanges and applicable product-support or warranty procedures.
This policy describes ChairWellness' voluntary return and refund procedures and is intended to operate consistently with applicable law.
Nothing in this policy is intended to waive, limit, disclaim or condition a consumer right or remedy that cannot lawfully be waived, limited, disclaimed or conditioned.
If a provision of this policy conflicts with a mandatory requirement of applicable federal or Florida law, the mandatory legal requirement controls to the extent of the conflict.
This policy should be read together with the applicable product information, warranty terms, Shipping & Delivery Policy, Payment Policy, Sales Tax Policy, Privacy Policy and Terms & Conditions.
