At ExclusiveMassageChairs.com, your satisfaction is our priority. We want you to feel confident choosing the right massage chair for your home, and we are committed to providing expert guidance and support before and after your purchase.
We offer a 30-day return and exchange policy on eligible purchases. Because massage chairs are large, specialized products that require freight transportation, certain conditions and fees apply.
Please review this policy carefully before placing your order. If you have questions or need assistance, our team is happy to help.
Contact our team:
Phone: 866-865-3655
Contact form: https://exclusivemassagechairs.com/contact-us/
1. Return Policy
Eligible massage chairs may be returned within 30 days of delivery. You must contact us within this period to request return authorization.
To qualify for a standard return, the product must be in its original condition, with all included accessories and components, and must be properly packaged for return shipment. All returns require prior authorization and must be sent to the return address provided by our team.
Our flat-rate return policy
For eligible purchases made at the advertised price, including on-site promotions, our standard return terms are:
$250 flat-rate return fee per massage chair.
No standard restocking or handling fees.
Additional $250 charge if the original boxes are unavailable.
The chair must be returned without damage to qualify for the flat-rate return policy.
Customers returning portable massagers are responsible for return shipping costs.
The flat-rate return policy applies to eligible orders shipped within the contiguous United States. It does not apply to orders shipped to Alaska, Hawaii, Puerto Rico, or international destinations.
For purchases made at negotiated prices, returns within 30 days may be eligible for a refund minus applicable shipping charges rather than the standard flat-rate return fee.
Original packaging
Please keep your original boxes, protective materials, and accessories for at least 30 days after delivery.
Massage chairs must be securely packed in their original boxes for return. If the original packaging is unavailable, an additional $250 charge may apply under our published return terms.
Contact our team before arranging a return. We will provide the required return authorization and instructions for preparing and shipping your chair.
White Glove Delivery and pickup
Complimentary White Glove Delivery is included with most massage chairs shipped within the contiguous United States.
White Glove Delivery is a separate delivery and installation service. Once this service has been performed, its cost is non-refundable.
If you return your chair and require White Glove service to collect it, an additional pickup charge may apply. Our team will explain any applicable charges before the return is finalized.
Financing fees
Financing fees charged by a financing provider are non-refundable and may range from 10% to 15%, depending on the financing arrangement. Any applicable fees and refund adjustments will be explained during the return process.
2. Exchange Policy
If your massage chair is not the right fit, you may request an exchange within 30 days of delivery.
All exchanges require prior authorization and are subject to product availability and the applicable return conditions.
The following terms apply:
Shipping costs: Customers are responsible for applicable return shipping costs and delivery charges associated with the replacement chair.
White Glove Delivery: If you choose White Glove Delivery for the replacement chair, applicable delivery and installation charges may apply.
Price differences: If the replacement chair costs more, you must pay the difference. If it costs less, the difference will be refunded, subject to applicable fees and terms.
Defective products: If your chair is confirmed to be defective, we will arrange an exchange for the same model without additional shipping costs, in accordance with our published policy and applicable law.
Final exchanges: Once an exchange has been completed for a non-defective chair, the exchanged purchase cannot be returned under the standard return policy, except where required by law.
Please contact our team before arranging the shipment of a product for exchange. We will guide you through the process and explain any applicable costs.
3. Order Cancellation Policy
We typically process orders quickly, and orders may ship as soon as the next business day.
If you need to cancel an order, contact us as soon as possible. We will do our best to stop the order before it enters the shipping process.
Orders that have not shipped
If your order has not shipped, please contact us to confirm whether cancellation is possible. Any applicable cancellation terms will be explained before the cancellation is completed.
Orders that have already shipped
If you cancel after your massage chair has shipped, you may be responsible for shipping charges already incurred, along with a 3% credit card processing fee, as described in our published policy, where permitted by law.
Orders that have already shipped may need to follow the return policy instead of being canceled directly.
4. Refund Processing
Once an authorized return has been received and inspected, we will review the product’s condition and determine the applicable refund amount under this policy.
Approved refunds will be issued to the original payment method.
The refund may be reduced by applicable return shipping charges, the flat-rate return fee, packaging charges, non-refundable delivery services, financing fees, or other disclosed and legally permissible deductions.
We will notify you when your refund has been processed. Please allow up to 30 days after receipt and inspection of the returned item for refund processing. Your bank or payment provider may require additional time for the funds to appear in your account.
If a return does not meet the stated eligibility requirements, our team will contact you to explain the issue and available options.
5. Damaged, Defective, or Incorrect Orders
We want every customer to receive the correct product in good condition. If your massage chair arrives damaged, defective, or different from what you ordered, please contact us as soon as possible.
To help us resolve the issue, please provide:
Your order number.
A description of the problem.
Photos or videos of visible shipping damage, defects, or incorrect items, if available.
Our team will review the issue and coordinate with the relevant manufacturer or shipping provider to determine the appropriate resolution.
Depending on the circumstances, the resolution may include replacement parts, repair, an exchange, or a refund.
If the return is due to a confirmed manufacturer defect or an error on our part, applicable return shipping charges will be handled in accordance with our published policy and applicable law.
Please do not arrange a return or dispose of the original packaging before contacting us. We will provide instructions for the next steps.
6. Manufacturer Warranty
Massage chairs sold by ExclusiveMassageChairs.com are covered by the applicable manufacturer’s warranty, subject to the specific terms for each brand and model.
Warranty coverage varies by manufacturer and may include different coverage periods for the frame, parts, labor, and in-home service.
A manufacturer’s warranty is separate from our 30-day return policy. If you experience a product issue after the return period, please contact us for assistance with the appropriate warranty process.
7. Return Authorization and Shipping Instructions
Before returning or exchanging any product, you must contact our customer support team to obtain a Return Authorization (RA) number and the correct return address.
Unauthorized returns may be refused.
Once your return has been approved, follow the instructions provided by our team. The product must be packaged securely and include the required accessories and components.
Do not ship a massage chair to an address that has not been confirmed by our team.
8. Questions About Returns or Refunds?
We are here to help you throughout your purchase experience.
ExclusiveMassageChairs.com
Email: support@exclusivemassagechairs.com
Phone: 866-865-3655
Contact form: https://exclusivemassagechairs.com/contact-us/
Our team can help explain the return process, exchange options, applicable fees, and warranty support.