Refund policy

Summary of the main rules

The online return and swap rules are not a trial period for showroom purchases. An otherwise eligible Black Friday or Cyber Monday purchase is included in price protection and follows the applicable online return rules unless separately identified as final sale, such as clearance merchandise.

1. Online return window

• For an eligible online order, submit your request within 30 days after the order date. The voluntary return window does not apply to showroom or final-sale purchases.
• If delivery occurs more than 23 days after the order date, you instead have seven days after delivery to make the request.
• An approved return is confirmed in writing with an authorization number and collection date. Requesting a return within the applicable period preserves the deadline even when collection takes place later.
• Do not send a large chair back without collection instructions. A timely request is assessed using the policy and rights applicable to the order; our later authorization or collection date does not shorten that request window.

2. Required condition

An otherwise eligible online chair may qualify for return even if our delivery team has unpacked, assembled and tested it. It must be in like-new condition and include its remote, cables, manuals, accessories and any complimentary gift supplied with it. The serial number label must remain attached.

The chair must have no damage, stains, odors, pet hair, smoke exposure, substantial wear or alterations. If parts are missing or the chair is damaged, we may deduct reasonable repair or replacement costs or reject the return. Before making such a deduction, we provide photographs or other supporting evidence and an itemized explanation. We do not charge the same loss both as a condition deduction and another fee, and any rejection or deduction remains subject to applicable law. These condition rules address voluntary non-defective returns, not a waiver of rights for goods that arrived defective or incorrect.

3. Disclosed deductions for voluntary non-defective online returns

The following charges apply only to an otherwise eligible voluntary return of a non-defective item and only to the extent permitted by law. They must be disclosed before purchase. They are not applied to a qualifying defective, damaged or wrong-item remedy, company cancellation, or another mandatory refund where prohibited.

• Restocking: 15% of the item price shown on the receipt before tax and before subtracting trade-in or upgrade credit, subject to any lower amount or cost limitation required by applicable law. We do not treat the percentage as a statutory entitlement or use it to charge the same loss twice.
• Completed White Glove service: $700 per chair if the delivery team actually unpacked, assembled and set up that chair. This is a contingent return deduction even when the initial service was included at no additional purchase charge. It does not apply to curbside-only delivery, unperformed setup or a service already paid separately for that chair.
• Return collection: $700 per chair for a California pickup or $1,300 per chair elsewhere in the contiguous United States. Alaska and Hawaii collection is quoted in writing before scheduling. The same return journey is not charged again as a separate failed-delivery transportation fee.
• Alaska and Hawaii outbound delivery: The original $1,500 massage-chair delivery charge is not refunded for an eligible voluntary non-defective return. A different product's disclosed destination-specific shipping terms control that product; the massage-chair amount is not automatically a recliner charge.

We do not deduct a separate card-processing charge or the original outbound freight for a contiguous-U.S. delivery. Any additional claimed condition loss must be supported, reasonable and permitted by law. We provide the deduction calculation rather than impose an undisclosed fee after collection. Statutory limits and any more favorable written order terms control.

Tax is handled separately. We calculate the required tax refund under the law applicable to the original sale. When a California returned-merchandise transaction qualifies for refund of the full sales-tax reimbursement, a lawful restocking deduction does not reduce that reimbursement to tax on the net cash refund. Tax on any separately taxable retained service is handled as required by law.

For a $6,000 chair returned from California after completed White Glove setup, the published deductions are $900 restocking, $700 completed setup and $700 pickup, producing a $3,700 item-price refund before any legally required adjustment to those deductions and any applicable tax refund. Tax reimbursement is determined separately and is not automatically restricted to the tax on $3,700.

4. The 30 Day Swap

An eligible online purchase may be swapped for another new chair we sell within 30 days after delivery, once per order. Showroom purchases and final-sale items are excluded. This is separate from a return and from the fee-based Upgrade Program.

• No swap fees in the contiguous U.S.: We waive restocking and White Glove service charges and collect the original chair, deliver the replacement and set it up without an additional charge. For Alaska and Hawaii, we provide the swap costs in writing beforehand.
• Same or higher-priced replacement: Pay any difference in price and the applicable sales tax.
• Lower-priced replacement: We compare your original pretax purchase price with the replacement chair's current price. A difference of $1,000 or less is refunded in full. For a larger difference, we refund $1,000 to the original payment method and provide the balance as store credit. For example, swapping a $10,000 chair for a $9,000 chair produces a $1,000 refund. Swapping that $10,000 chair for a $2,000 chair produces a $1,000 refund and $7,000 in store credit. Any refund portion attributable to trade-in or upgrade credit is provided as store credit.
• Condition: The original chair must be clean, undamaged, fully operational and in excellent condition, with every part and its remote.
• Request details: Provide your order number, reason for the swap and photographs of the chair.
• Eligibility: Swaps are for residential customers unless we agree otherwise in writing. Final sale merchandise is excluded.
• Cozzia replacements: A swap into a Cozzia product is available only when that replacement will be delivered to an address in California. We do not deliver a replacement Cozzia product outside California.
• Choosing a refund instead: You may request a return under sections 1-3 rather than use the swap option.

Store credit does not expire or carry fees and may be used online or at our showrooms. It cannot be transferred or converted to cash except when required by law. In California, you may request cash redemption of a remaining balance below the threshold required by applicable law.

5. Paid upgrades including the first six months

An eligible massage chair bought online or in a showroom may be upgraded after delivery, including during the first six months. There is no six-month waiting period. The Upgrade Program in our Terms and Conditions sets the credit schedule, first-year cap, condition requirements and delivery and collection fees. It is not a cash-refund option and does not make a showroom purchase returnable. An eligible online customer may instead use the 30-Day Swap within its own window. A replacement Cozzia product must be delivered within California.

6. Cancellations by sales channel

Eligible online orders before shipment

For an eligible online order canceled within 24 hours after placement and before shipment, we refund the full payment. This is our voluntary online cancellation benefit; it is not a general statutory 24-hour cancellation period for showroom purchases. Disclosed noncancelable special orders are excluded, subject to mandatory rights.

After 24 hours but before shipment, the cancellation deduction is capped at 5% of the item price and is limited to documented, nonrecoverable transaction-specific costs that we may lawfully retain. You receive an itemized account of any deduction. The deduction is reduced when supported costs are lower, and nothing is deducted when there is no lawful supported charge. We do not use the percentage as an automatic penalty or recover the same expense twice. A lower statutory limit or a required full refund controls.

Shipment means handover to the carrier or departure on our delivery vehicle for the order, rather than merely printing a shipping label. Contact us immediately with your order number. The recorded time of the request determines the applicable window; you do not lose a timely request because we review it later. If transportation has already started, the post-shipment rules apply, subject to mandatory rights.

Eligible online orders after shipment

An otherwise eligible voluntary cancellation is handled as a return under sections 1-3, with the disclosed 15% restocking charge, applicable return transportation, and the $700 White Glove service deduction only when setup was actually completed and not previously paid separately. Applicable legal limits and no-duplicate-charge rules apply. Refusing a shipment does not by itself avoid these terms or make an excluded final-sale item eligible for a voluntary return.

Showroom orders

Accepted showroom orders do not have a voluntary cancellation option, including during the first 24 hours. The online cancellation benefit does not apply. Section 10 explains the final-sale rule, pre-purchase notice and preserved rights. Any separate exception must be agreed in writing by an authorized representative; an exception is not an automatic policy benefit.

Special orders

Special orders cannot be voluntarily canceled once placed when that status was disclosed before acceptance. We identify the applicable item and any special-order terms before payment. A special-order label does not override a legally required cancellation or refund.

Company cancellation, inability to fulfill and mandatory rights

No cancellation fee applies when we cancel an order, cannot fulfill it and owe a refund, or when a customer exercises a legally protected cancellation right, including an applicable delayed-shipment right. Required refunds include the amounts and delivery charges required by law and are issued within the applicable legal deadline. We do not substitute store credit without a lawful basis. Showroom and final-sale designations do not remove these rights.

A Cozzia order requesting delivery outside California will be declined or canceled by us and any collected payment for that canceled order refunded in full.

7. Damaged defective incorrect or misdescribed goods

Prompt reports help us investigate

Inspect the chair and packaging when reasonably possible. For visible delivery damage, tell the delivery team, note the issue on the delivery record, take photographs and contact us promptly. For concealed damage, we ask you to report it within 24 hours after discovery and keep the packaging where reasonably practical. These reporting targets help the investigation and do not automatically terminate rights that the law protects. A signed delivery record or failure to identify a hidden problem before the team leaves does not, by itself, waive a valid defect, warranty or statutory claim.

Assessment and remedies

Send the order number, model, serial number and a description, with photographs or video where reasonably available. We may reasonably inspect the item and coordinate diagnosis with the manufacturer or an authorized service provider. Do not continue using an unsafe product or attempt an unauthorized repair that could cause further damage. We will explain any information needed and the proposed next step; our internal approval process does not replace legal rights or make us the final judge of a statutory claim.

For a qualifying claim that the item arrived damaged, defective or different from the order, we do not charge restocking, White Glove or return-pickup fees and arrange or pay the necessary return transportation. Depending on the applicable rights and circumstances, the resolution may involve parts, an authorized repair, replacement or refund. We do not require an upgrade purchase or substitute store credit for a remedy the customer is legally entitled to receive.

A confirmed defect arising within 30 days after delivery is handled through our early defective-item process without those voluntary-return fees. The 30-day period describes that process, not the end of a manufacturer's warranty, a retailer's implied-warranty obligations, or the time allowed to bring a legal claim. Contact us after that period as well; we will assist with manufacturer service and meet any obligations that applicable law places on us. Customer-caused damage, misuse and ordinary wear are assessed under the applicable warranty and law rather than automatically classified as an arrival defect.

8. Merchandise sold as final sale

The following categories are excluded from voluntary non-defective returns and the 30-Day Swap. Applicable rights for defective, damaged, incorrect or materially misdescribed goods and any legally required refund or cancellation remain available:

• Floor and display models.
• Clearance merchandise.
• Special-order products.
• Foot massagers.
• Gift cards, subject to any legally required cash redemption or refund.
• Accessories and replacement parts.
• Extended warranty plans, whose cancellation and refund rights are governed by their own terms and applicable law.

Final-sale status is clearly identified on the product listing, written offer or order form before the customer is bound or pays. A later receipt does not introduce an undisclosed final-sale condition. Applicable manufacturer warranties and nonwaivable rights remain in place. A Black Friday or Cyber Monday label alone does not remove price protection or make an online purchase final sale; clearance and other expressly stated exclusions still apply.

9. Processing a refund

• We inspect a voluntary return promptly after collection and aim to issue an approved refund within seven business days after inspection. We explain any proposed deduction or denial and do not delay inspection indefinitely. An earlier statutory refund deadline controls; inspection approval is not an extra condition on a mandatory refund where the law does not allow it.
• Refunds are issued to the payment method originally used. Your financial institution may require additional time to show the credit.
• For Affirm purchases, we refund Affirm, which adjusts the loan according to its terms. Continue loan payments until Affirm confirms the refund.
• A voluntary return of a purchase using trade-in or upgrade credit is based on the eligible amount actually paid under those program terms. Such credit is not ordinarily refunded and the surrendered chair cannot ordinarily be recovered. A legally required remedy follows the applicable rules for restoring consideration, including any credit or traded property value that the law requires us to account for.
• Any price adjustment already paid for the item is subtracted from the refund.
• Return complimentary items and bundled gifts with a voluntary return where reasonably possible. A missing gift deduction is limited to a value clearly disclosed with the offer before purchase and a deduction permitted by law. We do not invent an after-sale value or use gifts to reduce a mandatory remedy unlawfully.

10. Showroom final sales and preserved legal rights

All showroom purchases are final for voluntary returns and exchanges. Once a showroom order is accepted, a change of mind does not qualify it for cancellation, a cash or store-credit return, or the free 30-Day Swap. There is no voluntary 24-hour cancellation period for showroom orders. This rule applies to new and display merchandise, customer collection and scheduled delivery, and a later decision concerning comfort, massage intensity, appearance or preference. Customer-side measurements, fit and building-access issues do not by themselves create a voluntary return right when the product and delivery requirements were accurately described.

Identifying a showroom order

A showroom purchase is an order agreed and accepted in person at one of our permanent showrooms after the customer is given the applicable final-sale terms, and recorded as a showroom transaction on the order form or receipt. Paying an already agreed showroom order through a link later on leaves it classified as a showroom transaction. Visiting a showroom or trying a chair does not convert a separately and independently placed website order into a showroom purchase. We do not classify an independent remote order as a showroom sale solely because of an earlier store visit.

Notice before commitment

The showroom final-sale rule must be presented before you agree to the purchase or pay. The order documents identify the model, condition, price, delivery arrangements, sales channel and any separate written benefits. We do not add a previously undisclosed restriction through a receipt handed over after payment. Keep a copy of the documents and ask about any difference before accepting the order.

Programs that remain available

An eligible massage chair may qualify for the separately quoted, fee-based Upgrade Program after delivery, including during the first six months. That program applies defined credit toward a higher-priced chair and is not a cash-return option. Separate 6-Month Price Protection may also apply to a qualifying showroom order, including eligible Black Friday and Cyber Monday purchases and comparison prices, subject to the clearance exclusions.

Rights preserved by law

The final-sale rule does not waive or shorten applicable rights concerning defective, damaged, misdescribed, incorrect or undelivered merchandise, implied warranties, a legally required cancellation or refund, or cancellation rights under an extended service plan. The appropriate remedy depends on the applicable law, warranty and facts, and may include repair, replacement, damages or a refund. A legally required refund is not limited to store credit or made conditional on an upgrade. We do not apply voluntary-return fees to a remedy where the law prohibits them.

If we cancel an order or cannot fulfill it and a refund is due, we refund the payment without a cancellation penalty. A customer's failure to complete an order is addressed under applicable contract and restitution rules; this policy does not automatically forfeit the full payment or create an undisclosed storage or cancellation charge. Specific written benefits already supplied with an order and mandatory legal rights remain effective. Earlier purchases retain the terms supplied when they were made.

11. Verification and policy abuse

We may verify order information, serial numbers, product identity and condition when reasonably needed to assess a request. A materially false claim, substituted product or substantiated misuse may be denied to the extent permitted by law. We explain a denial and preserve any right to dispute it. An unsuccessful warranty request, a good-faith payment dispute, a negative review or the exercise of a statutory right is not automatically policy abuse.

12. Policy revisions

Revisions apply only to purchases accepted after publication of the revised policy. We preserve the terms actually provided for earlier orders, including any earlier showroom return or swap rights. Mandatory legal rights remain available regardless of the policy date.

13. How to reach us