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Return Policy

Satisfaction Guarantee

PrimeMassageChairs.com is committed to providing the best customer service in the massage chair industry. Our goal is to make your shopping experience as easy going as possible and ensure that you are 100% satisfied with your purchase. We will do our best to meet your expectations at all times.

PrimeMassageChairs.com 30-Day Satisfaction Guarantee Return Policy

Unused, uninstalled, and resalable merchandise in new condition and in the original packaging may be returned for a refund within 30 days of the delivery date unless otherwise noted on the product page or below*.

  • You must notify us of your intent to return within 30 days of delivery date.
  • There may be a restocking fee, each brand has a different return policy. 
  • Our return policy applies to cancellations made after an item has been physically shipped or refusal at the time of delivery.
  • We will refund the product price minus any applicable fees and charges.
  • Original shipping charges are non-refundable.
  • You are responsible for any return shipping charges.
  • White Glove Delivery is a service and therefore is non-refundable.
  • Refunds will be applied to the same payment method used when the original purchase was made.

The Following Cannot Be Returned

  • Products which are eligible for parts under manufacturer warranty.

It is the customer's responsibility to return the merchandise in new resalable condition. Refunds are only issued after returned items have been received and inspected.

If a returned item gets damaged during transportation, it is the customer's responsibility to file the claim with the carrier. No refund can be issued in this case.

All return requests must be submitted in writing and sent to support@primemassagechairs.com

*Exclusions

PrimeMassageChairs.com works in collaboration with multiple manufacturers. Please read the return policy that applies to the product you selected, it is located under the "Shipping & Returns" tab on the product page and below:

Apex, Osaki & Titan Return Policy:

For all massage chairs, we offer a 30-day money back guarantee. Customers will be responsible for the shipping costs to and from our facility. No refunds after 30 days. You will be charged for ALL delivery and shipping charges. Buyer will be responsible for all shipping charges to and from our facility. All massage chair brands offer an exchange of a new unit if there are defects with the product (within 30 days). After 30 days, all of our chair manufacturers offer warranty service.

Return Procedures:

  • All returns must first be assigned an RMA number. Do not return anything without first obtaining an RMA from us. Failure to follow this procedure can result in delayed refunds and added fees.
  • Get your RMA number by emailing us at support@primemassagechairs.com.
  • Returning merchandise must have a copy of your invoice, and RMA written on the box of returning merchandise.
  • Choose the shipping company of your choice for return or call us to get a designated shipping company.
  • Email us back with the tracking number of the returning merchandise at support@primemassagechairs.com.
  • Product/merchandise must be insured for the possibility of damage/getting lost.

OHCO, Panasonic and Positive Posture Return Policy:

Any OHCO, Panasonic or Positive Posture product can be returned within 30 days of the delivery date.

In order to return a product, a Return Merchandise Authorization number (RMA) is required and can be obtained by contacting support@primemassagechairs.com.

No returns will be accepted without an RMA # issued by PrimeMassageChairs.com.

Any items returned past the 30-day threshold or without an RMA # issued by PrimeMassageChairs.com will be refused and the item will be sent back to you at your cost.

You will be responsible for and prepay all shipping charges and shall assume all risk of loss or damage of the product while in transit to us. It is advised to purchase shipping insurance in case your item is lost or damaged on its way back to us. If the item gets lost or arrives damaged you are solely responsible.

All returned products must be received in “like new” condition, in the original carton, with all of the original packaging, parts, and accessories. Any damage to the product (scuffs, scratches, odors and other infirmities), missing parts and accessories are the customer's responsibility and may incur additional fees.

Shipping and handling are non-refundable, this includes white glove delivery.

Once the product is received and inspected a refund will be issued to the original method of payment minus the original shipping charges. All products are subject to a restocking and inspection fee of 15% of the original purchase price.

Please allow 2 – 4 weeks for the refund to be processed.

    Fujimedic, Homedics & Svago Return Policy:

    • If the chair does not operate correctly, Cozzia has the right to fix it.
    • If the chair arrives damaged, Cozzia will ship you a new chair.
    • If you want to return your chair for whatever reason, you will be responsible for the inbound and outbound freight and a 15% restocking fee.
    • There is a 30-day restocking fee and items cannot be returned after 30 days
    • All items must be returned in their original packaging with all of their product and packaging materials.
    • White Glove Delivery is Non-Refundable.

      Human Touch Return Policy:

      All products purchased directly from PrimeMassageChairs.com can be returned within 30 days of receipt. In order to return a product, a Return Merchandise Authorization number (RMA) is required. The RMA can be obtained by contacting PrimeMassageChairs.com at support@primemassagechairs.com. The RMA number must be noted on the outside of the returned Product container. RMAs are only valid for 30 days from issuance.

      Products must be received in “like new” condition, in the original carton, with all of the original packaging, parts, and accessories. Any damage to the chair (scuffs, scratches, odors and other infirmities), missing parts and accessories are the customer's responsibility and may incur additional fees. Shipping and handling are not refundable.

      Customer shall be responsible for and prepay all shipping charges and shall assume all risk of loss or damage to Product while in transit to Human Touch. Human Touch will replace the returned product with a new replacement unit or issue a refund at the customer’s preference. Neither replacement nor refund will be initiated until after the returned product is received and inspected by Human Touch. If the Customer returns the product to Human Touch without an RMA from Human Touch or beyond the 30 day period, Human Touch retains the right to refuse delivery of the returned product. If a Product is received without proper packaging, and/ without all parts and accessories, Human Touch retains the right to charge the customer for additional items.

      Once the product is received at Human Touch and meets the requirements listed above, a refund will be issued to the original method of payment less the original shipping charge. All products are subject to a restocking and inspection fee of 15% of original purchase price. Please allow 3 – 4 weeks for the refund to be processed.

      Luraco Return Policy:

      All Luraco Massage Chairs can be returned up to 30 days after delivery. No returns after 30 days. 

      Do not return your item without first getting approval and an RMA number from us. Failure to follow this procedure can result in added fees and a delayed refund.

      You are responsible for the original shipping cost to you, and the white glove return cost to return the chair.

      Luraco works with White Glove returns only. We will need to know if you still have the boxes or not. Luraco does not charge for the boxes but will charge the shipping costs to send them.

      Take pictures of the chair before it is packed up (front, back, left side and right side). This way there is proof that it is in good condition.

      Disconnect remote (BP Monitor if included) and put in a separate box. DO NOT PUT THESE ITEMS IN THE BASE OF THE CHAIR.

      Important! Also, take pictures of the “ready to go” packaging. This way you have proof of how it looks “going out your door”.

      If you need to return your Luraco massage chair please contact us at support@primemassagechairs.com and please let us know why you wish to return your item. All refunds will be issued once your item has been inspected and approved.

      Inner Balance, Johnson Wellness & Synca Wellness Return Policy:

      Any Inner Balance, Johnson Wellness or Synca Wellness item can be returned for up to 30 days after delivery. There is a 20% restocking fee which covers the expenses of buying a new carton, repacking, repairing the unit, and offering a discount to sell it as 2nd hand.

      If you would like to return your item, please send us an email at support@primemassagechairs.com stating a reason for returning. We will review it and follow up accordingly. 

      If your item is defective we may issue you a replacement or send a technician to repair your item. When it’s a buyer’s remorse return, you are liable for original freight costs to you and any return shipping costs, as well as the cost of any expense to re-box and refurbish the item to a re-sellable level must be paid.

      Any return has to be approved. Once we have approved your return we will send you return instructions and an RMA number. Do not return any item without our approval and without being issued an RMA number, failure to follow this instruction can result in added fees and a delayed refund.

      You must return all literature and everything that originally was shipped to you.

      uKnead Return Policy:

      uKnead offers a 14 day return period, based on the date of delivery. If you are not satisfied for any reason, we accept returns provided the chair is in near new condition with all packaging.

      You must pack and palletize the shipment, or we can arrange for white glove pick up at your expense. You will be responsible for the original shipping charges to you as well as the shipping charges back to the uKnead warehouse.

      In case the chair is damaged or packaging is missing, we will charge a 15% restocking fee based on the retail sales price.

      UltraComfort America Return Policy:

      UltraComfort must authorize the return of any products. Products returned for any reason other than a manufacturer’s defect will be subject to a Restocking Fee equal to 15% of the retailer’s purchase price. Products may be returned within 30 days of delivery with the exception of Special Order or Non-Stocked chairs.

      Costs incurred for both outbound and inbound freight will also be charged. UltraComfort will not accept any product returns without a return authorization number issued by an authorized UltraComfort representative, and no credit will be issued for unauthorized returns. Special order or non-stocked chairs cannot be returned.

      RETURN PROCEDURE

      • All return request must be submitted in writing and sent to support@primemassagechairs.com
      • If your return is approved you will receive an email from us with return instructions.
      • Securely pack all the returned items in the original packaging and include any other paperwork requested in the return approval email.
      • We recommend taking a picture of the package and/or the item before shipping.
      • Ship the package. We will either provide you with a return shipping label or you will have to arrange the shipping yourself. You can use UPS or FedEx Ground if your order was delivered by one of these carriers. If your item is larger and was delivered with one of the LTL freight carriers you need to make sure the box is put on a pallet and schedule a pickup with an LTL freight carrier.
      • Please provide us with the tracking number.
      • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. 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 be automatically applied to the original method of payment within 10 business days.

      QUESTIONS? EMAIL US: SUPPORT@PRIMEMASSAGECHAIRS.COM

      CANCELLATIONS

      You can cancel your order free of charge up to 48 hours after the order was placed and if the order has not been physically shipped.

      All unshipped orders canceled after 48 hours are subject to a $40 administration fee.

      If your order has been shipped, a standard return procedure applies.

      Refunds will only be issued to the original credit card that you use when placing your order.

      EMAIL SUPPORT@PRIMEMASSAGECHAIRS.COM

      DAMAGED MERCHANDISE

      In the event of damage to your product in shipping, please contact support@primemassagechairs.com to arrange for replacement and pick-up of the damaged massage chair. Please refer to our Shipping Policy for more details.

      EMAIL: SUPPORT@PRIMEMASSAGECHAIRS.COM

      DEFECTIVE MERCHANDISE

      Most of our products come with at least a 1-year manufacturer's warranty. The warranty information can be found below the description on every product page. Please let us know if you discover any manufacturer's defects and we will help you get parts or replace the product at no additional cost.

      EMAIL SUPPORT@PRIMEMASSAGECHAIRS.COM

      PLEASE READ!

      It is the customer’s responsibility to return the product to the correct warehouse in new condition and in the original packaging. For this reason, we strongly suggest that you obtain a tracking number for the returning item(s) and purchase shipping insurance.

      In the event that the product is received in a condition which we deem unacceptable, we reserve the right to deny your return. Upon receipt of the said item, we will either refuse it or contact you by email to notify you that the item was received damaged or used.

      If we received the item damaged you may file a claim with your shipping company.

      If we received the item used you may choose to have the item disposed of or have the item returned to you at your expense.

      Damaged or used items will be retained in our warehouse for a maximum of 30 business days unless otherwise requested by the customer in writing prior to disposal. After 30 business days, the item will be disposed of or donated.

      Please allow 7-14 business days after delivery of the returned item for our Customer Service Department to inspect the return and process your refund. If you attempt to return an item without a return authorization (including refusing delivery), past 30 days or in unacceptable condition, the item will be refused or shipped back to you at your cost; if we choose to accept the return, additional fees will apply.

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