Return and Refund

We want you to love Real Relax massage chairs! However, if you are not completely satisfied, we want to work with you to make things right. But before considering a return, don't forget that all our Real Relax massage chairs are covered by 1 years warranty, which you can read up more here. Simply write in to us at service@realrelaxmassage.com so that our customer support team can do their best to resolve your issue.

Order Processing Time

We will review and process orders within 1-12 hours after purchase, and notify the warehouse for preparation immediately.

Cancellation Rules

Customers may request cancellation within 1-2 days of placing the order.

Important Notes: Cancellation requests must be submitted before the estimated shipping time recorded in the system and within the stated deadlines. If the cancellation is requested before shipping and within the allowed timeframe, a full refund will be issued. Orders exceeding the cancellation window will proceed to shipping and cannot be canceled.

To help you understand our refund/return policy better, we've divided it into two categories, Category A and Category B.

 

Category A

Category B

New and unassembled

Used and undamaged

Return Packaging

To be returned in Original Packaging

Validity period for returns

Up to 30 days from the date you received your massage chairs, based on tracking

Return shipping fees

At purchaser's responsibility

Return Fee¹

FREE

20%

Damage Fee² (if applicable)

An additional fee² of up to 10% may apply (determined upon inspection of the returned goods)

Details
  • Real Relax massage chairs are to be in original condition (unused, no assembly attempted)
  • Additional fee² may be applicable based on the condition of  the returned good
  • Return includes any/all replacement parts issued for warranty (if applicable)
  • Real Relax massage chairs are to be disassembled and repacked into original packaging (as per instructions in the provided disassembly video)
  • Additional fee² may be applicable based on the condition of  the returned good
  • Return includes any/all replacement parts issued for warranty (if applicable)

Refund³
  • Refunds will be initiated within 30 days after receiving and inspecting of the returned goods
  • Refunds will be issued via the same payment method used for the purchase of the returned goods

Do note that the risk of loss of any returns are borne by the consumer once the product to be returned has been passed to the courier. You are responsible that your returns are properly packed and shipped back to us.

Any filing of claims for damages with carriers must be done at the consumer's discretion and responsibility.

All returns and refunds decisions by Real Relax shall be final.

¹ Return fee includes administrative and inspection fee

² Additional fee is determined after inspection of the condition of returned goods, overall packaging condition as well as any part relating to the massage chair

³ Refund % fees are calculated based, at checkout, on the final payable amount of your order

You may also want to know:

  • You may cancel an order at any time, ONLY IF your order has yet to be shipped (tracking details yet to be made available).
  • The product's packaging must not be damaged as the original packaging, in proper condition, is required. For Category A returns, items must be unused and unassembled. If a seal was present, it must not have been tampered with.
  • You are responsible for the product's return shipping and costs. All goods to be returned must be marked as "Returned Goods".
  • Customers will only be charged once for shipping costs (this includes returns); No-restocking to be charged to the consumers for the return of the product.

1. How long does it take to process the refund?

1.1 Usually processed within 10 business days (The time for the refund to arrive may be longer due to the payment platform processing, e.g. PayPal).

1.2. Your refund will be sent to your original payment account based on the refund method you chose. Once the refund has been made

1.3 Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment,within 7 days.

 

2. Precautions

2.1. There are no handling fees for the return.

2.2. The amount of the refund is based on the actual payment amount (if you return it by free shipping, you need to deduct the return shipping fee from the refund).

2.3. Returns due to merchant's reasons, the new shipping fee shall be borne by the merchant. Returns due to customer's reasons, the new freight is borne by the customer.

Return and exchange steps

Follow These Steps To Register Your Return

Step 1. CONTACT US

Contact us and describe which item(s) you like to return and the reason for your return.

Attach Photograph(s)/Video(s) for quality problems.

Step 2. GET RETURNINSTRUCTION

Please note: the contact address in the website on not our return address, our service team will provide you return address with the detailed instructions.

Step 3. RETURN THE GOODS

Put the item(s) in the original packaging and send it according to the return instruction.

Step 4. REFUND

Once we receive your package, we will immediately process the refund based on our refund policy

PS: When you return the package, the post office will send you a receipt. Please tell the customer's receipt to the customer service and write the order number in the package, we will track the return location and process the refund as soon as possible.

 

We are sad to see you go but if you really need to return an item, please contact us with your order number and details about the product that you would like to return.
We will respond quickly with instructions for how to return your order.