Refund policy

Refund / Return Policy

Effective Date: 01.01.2024
Last Updated: 03.12.2026

At House of Massage Chairs, we want customers to feel confident when purchasing premium massage chairs, recliners, office chairs, foot massagers, and related wellness seating products online. Because many of our products are large, high-value, difficult to repackage, and may involve special delivery services, this Refund / Return Policy is designed to provide a fair and workable process while protecting product integrity, shipping resources, and operational costs.

This Refund / Return Policy applies to purchases made through the House of Massage Chairs online store, operated by Revive Massage Products Inc., doing business as House of Massage Chairs, with its principal place of business at 925 Blossom Hill Road, Suite 1324, San Jose, California 95123, United States.

If you have any questions regarding returns, refunds, replacements, or cancellations, please contact us at:

Email: info@houseofmassagechairs.com
Phone: +1 669 214 8889
Website: https://houseofmassagechairs.com

By placing an order through our website, you agree to this Refund / Return Policy.

 

 

1. Scope of This Policy

This policy applies to online purchases only.

Purchases made in person through a showroom, retail location, or other in-store transaction are governed by separate terms.

In-Store Purchases

Unless otherwise required by law or expressly stated in writing at the time of sale, in-store purchases are final and are not eligible for cancellation, return, or refund.

Online Purchases

Online purchases may qualify for return or refund only in accordance with the terms of this Policy.

 

 

2. Return Window for Online Orders

Eligible online orders may be requested for return within 30 days from the date the order is picked up, received, or accepted by the customer, as reflected in delivery or pickup records.

Requests made after that period may be denied.

A customer contacting us within 30 days does not automatically create return eligibility. All returns remain subject to review, approval, and compliance with this Policy.

 

 

3. Return Authorization Is Required

All returns require prior authorization from House of Massage Chairs.

To begin a return, the customer must contact us by email or phone and obtain return approval before sending any item back.

We do not accept unauthorized returns. Any item sent back without prior approval may be:

  • refused,

  • rejected,

  • returned to sender,

  • or subject to additional shipping or handling charges.

Because return destinations may vary by product, brand, distributor, or warehouse, we do not publish one universal return address. If a return is approved, we will provide the appropriate return instructions and destination.

 

 

4. Standard Returns for Non-Defective Online Orders

Subject to the exclusions in this Policy, a customer may request a return for an eligible online purchase for reasons such as:

  • changed mind,

  • no longer wanted,

  • too large,

  • uncomfortable,

  • ordered by mistake,

  • or other non-defect-related customer preference reasons.

To qualify for return, the item must generally be returned in like-new condition, with:

  • all original accessories and major included components,

  • no evidence of misuse, abuse, or customer-caused damage,

  • the original packaging, when available.

Because certain products — especially massage chairs and office chairs — are difficult or impractical to repackage once opened, missing original packaging does not automatically make the item ineligible for return. However, additional deductions or charges may apply.

 

 

5. Restocking Fee

Approved non-defective online returns are subject to a 15% restocking fee unless the return is due to:

  • a verified shipping error,

  • an incorrect item shipment,

  • a confirmed defect,

  • or another issue for which House of Massage Chairs is responsible.

The restocking fee reflects the real costs associated with:

  • inspection,

  • return handling,

  • repackaging or reboxing,

  • open-box value reduction,

  • and the resale impact of returned high-value products.

This fee applies to buyer’s remorse returns and other non-defective returns.

 

 

6. Shipping Costs Are Non-Refundable and May Be Deducted

Even where an order originally includes free shipping, actual shipping costs are still incurred by House of Massage Chairs.

For approved non-defective returns, the customer is responsible for:

  • the original outbound shipping cost,

  • the return shipping cost,

  • any pickup or return transportation charges,

  • any applicable restocking fee,

  • and any non-refundable premium delivery or service costs already incurred.

These amounts may be deducted from the refund.

For clarity, an approved non-defective return may be reduced by:

  1. the 15% restocking fee,

  2. the actual outbound shipping cost, and

  3. the actual return shipping cost.

 

 

7. White Glove, Assembly, and Premium Delivery Costs

Where White Glove Delivery, in-home placement, assembly, setup, packaging removal, or similar premium delivery services were provided, those service costs are non-refundable once performed or incurred.

This applies even if the customer later decides to return the item for a non-defect-related reason.

Premium delivery services create real labor, scheduling, transportation, and handling costs, and those costs are not reversed simply because a customer later changes their mind.

 

 

8. Return Shipping Responsibility and Coordination

For non-defective returns, return shipping is the customer’s responsibility.

Because many products sold by House of Massage Chairs are large, fragile, or operationally complex, return transportation must be coordinated through us or through a return process approved by us.

House of Massage Chairs reserves the right to determine or approve:

  • the return method,

  • the carrier,

  • the pickup process,

  • the return destination,

  • and the handling requirements.

Customers may not independently return large products without prior authorization.

 

 

9. Final Sale / Non-Returnable Items

The following items are final sale, non-returnable, and non-refundable, except where required by law or expressly approved by us in writing:

  • Refurbished items

  • Floor models / display models

  • Clearance items

  • Closeout items

  • Discontinued items

  • Special order items

  • Custom or personalized items

  • Accessories

  • Replacement parts

  • Gift cards

  • Warranty plans / protection plans

  • Foot massagers and similar personal-use products, due to hygiene and personal-use considerations

For clarity, special order items may not be canceled, returned, or refunded once ordered unless otherwise required by law or expressly approved in writing.

 

 

10. Open-Box Items

Open-box items are not automatically returnable or non-returnable under all circumstances.

If an open-box item is sold as final sale, no return or refund will be allowed.

If an open-box item is sold without a final-sale designation, any return remains subject to our review and approval and may be limited based on:

  • item condition,

  • packaging condition,

  • missing materials,

  • resale condition,

  • and any terms disclosed at the time of sale.

 

 

11. Opened, Assembled, Installed, or Lightly Used Products

Because online customers may need to open, assemble, inspect, or lightly test certain products before deciding whether to keep them, the fact that a product has been opened or assembled does not automatically eliminate return eligibility.

However:

  • the item must still be in like-new condition,

  • it must not show misuse, abuse, or customer-caused damage,

  • it must not be materially altered,

  • and it must not be returned in unacceptable condition.

Products that are heavily used, abused, damaged by the customer, materially altered, or returned in poor condition may be denied or may be eligible only for a partial refund if appropriate.

 

 

12. Original Packaging and Repacking Fees

Original packaging is strongly preferred for all returns.

If the customer does not have the original packaging, the return may still be considered, but House of Massage Chairs may impose a repacking or reboxing fee where necessary.

This is particularly important for massage chairs, office chairs, and other items that are difficult to safely repackage once opened.

A missing box does not automatically make a return ineligible, but it may affect the final refund amount.

 

 

13. Missing Accessories or Components

Returned products should include all major accessories and included components.

If an item is returned with missing but replaceable parts, House of Massage Chairs may, in its discretion:

  • restore the item with replacement parts,

  • deduct reasonable restoration costs,

  • or reduce the refund where appropriate.

Missing replaceable components do not necessarily eliminate return eligibility, but they may affect refund value.

 

 

14. Non-Defective Returns Based on Fitment or Size Issues

If a customer orders a product that is too large for the intended room, does not fit through a doorway, hallway, stairway, or elevator, or cannot be installed because access measurements were not properly checked, the return will be treated as a non-defective customer return, not as a delivery error or product defect.

In those circumstances, the customer remains responsible for:

  • outbound shipping costs,

  • return shipping costs,

  • applicable pickup costs,

  • the 15% restocking fee,

  • and any other related return or failed-delivery costs.

As stated in our Shipping Policy, fitment is the customer’s responsibility, especially for large or one-piece products.

 

 

15. Refused Delivery and Failed Delivery

If a customer refuses delivery of a non-defective order, misses a delivery appointment, or otherwise causes the shipment to be returned or reversed for customer-related reasons, the matter may be treated as a return.

In those cases, the customer may be responsible for:

  • the original outbound shipping cost,

  • return shipping cost,

  • redelivery or handling fees,

  • the 15% restocking fee,

  • and any non-refundable premium delivery costs already incurred.

Refusing delivery does not eliminate return-related charges.

 

 

16. Pre-Shipment Order Cancellations

Online orders may generally be canceled before the order has been picked up by the carrier or delivery provider.

Once an order has shipped, the request will no longer be treated as a cancellation and may instead be handled as a return, refusal, or shipment reversal under this Policy.

House of Massage Chairs reserves the right to cancel any order before shipment for reasons including:

  • pricing error,

  • stock error,

  • suspected fraud,

  • address issues,

  • unverifiable customer information,

  • suspected export or resale risk,

  • abusive or improper conduct.

If we cancel an order before shipment, any approved payment will generally be refunded to the original payment method.

 

 

17. Special Orders Cannot Be Canceled

Special order items are final sale.

Once a special order has been placed, it cannot be canceled, returned, or refunded unless:

  • otherwise required by law, or

  • expressly approved by House of Massage Chairs in writing.

 

 

18. Damaged, Defective, or Incorrect Items

If a customer receives an item that is damaged, defective, incomplete, or incorrect, the customer must notify us within the applicable reporting period below.

Reporting Deadlines

Visible damage: report at the time of delivery and note it on the delivery paperwork whenever possible
Concealed shipping damage: report within 24 hours of delivery
Hidden damage discovered during unpacking or setup: report within 2 days of delivery
Wrong item received: report within 1 day of delivery
Missing parts or hardware: report within 3 days of delivery
Other shipping-related discrepancies: report as soon as possible, and no later than 48 hours after delivery unless a shorter deadline above applies

Claims should be submitted to:

Email: info@houseofmassagechairs.com

Claims should include, where available:

  • order number,

  • serial number,

  • photographs,

  • video,

  • packaging photographs,

  • and a clear description of the issue.

Failure to report within the required timeframes may limit or eliminate available remedies.

 

 

19. Remedies for Defects, Damage, or Wrong Items

When an issue is timely reported and verified, House of Massage Chairs will determine the appropriate remedy in consultation with the manufacturer, distributor, service provider, or carrier as applicable.

Our preferred order of remedies is generally:

  1. Replacement part

  2. Technician visit or service support

  3. Replacement unit

  4. Refund, where appropriate and approved

Minor cosmetic issues, scratches, or missing replaceable parts may be resolved through parts replacement or service rather than refund.

A refund is not automatically the first remedy for every issue.

 

 

20. Defective Product vs. Non-Defective Return

There is a critical difference between:

  • a product that is defective, damaged, incorrect, or not functioning properly, and

  • a product that is functional but the customer no longer wishes to keep.

If the item has a verified defect or delivery-related issue, House of Massage Chairs will work with the manufacturer, distributor, carrier, or service partner to resolve the matter appropriately.

If the product is functional and the customer simply changes their mind, the matter is treated as a standard non-defective return, and the customer remains responsible for the 15% restocking fee and applicable shipping costs.

 

 

21. Return Shipping Costs for Defective or Incorrect Items

If a return is approved because:

  • the wrong item was shipped,

  • the item arrived defective,

  • the item arrived damaged in transit,

  • or the problem is otherwise verified as our responsibility or a confirmed product defect,

then House of Massage Chairs may cover the return freight or arrange the return shipment at our expense, as appropriate.

Whether return freight is covered depends on the verified cause of the issue.

 

 

22. Packaging Retention for Claims

If an item arrives with visible package damage, customers should retain the packaging, box, and packing materials if reasonably possible, especially for smaller or parcel-shipped products.

In some cases, carrier inspection or claim handling may require the packaging and product to remain available.

For large items delivered with premium services, packaging may not always remain available after delivery. Even so, the customer must still provide timely notice and supporting documentation.

 

 

23. Inspection Before Refund

No refund will be issued until the returned item has been:

  • received at the designated return location, and

  • inspected and approved by House of Massage Chairs or its authorized partner.

Returned products are subject to inspection for:

  • condition,

  • completeness,

  • misuse,

  • shipping damage,

  • missing components,

  • unauthorized substitution,

  • serial number consistency,

  • and fraud indicators.

We reserve the right to deny a refund if the returned product does not match the approved return, is materially different from what was shipped, or shows signs of tampering, abuse, part swapping, empty-box fraud, or other misconduct.

 

 

24. Inspection and Refund Processing Timelines

Once a returned item is received, inspection is generally completed within three (3) business days.

If the refund is approved, it is generally processed within three (3) business days after inspection approval.

Banks, payment processors, financing providers, and card issuers may require additional time to post the refund. House of Massage Chairs is not responsible for third-party payment posting delays.

 

 

25. Refund Method

Approved refunds are generally issued to the original payment method used for the purchase.

Where legally permitted and commercially appropriate, House of Massage Chairs may also offer store credit in lieu of a refund in certain situations.

If financing, third-party payment arrangements, or promotional terms were involved, refund timing and processing may depend in part on the applicable provider.

 

 

26. Partial Refunds

House of Massage Chairs reserves the right to issue a partial refund where appropriate, including where a returned item involves:

  • damage,

  • missing parts,

  • diminished value,

  • repackaging burden,

  • or material differences from the approved return condition.

A partial refund may also apply where the returned condition is materially worse than expected or approved.

 

 

27. Promotional Items and Bundled Orders

If an order included a free item, promotional item, bundled component, or discounted package pricing, all required items must be returned in order to qualify for a full eligible refund.

If the customer keeps part of the bundle or fails to return a free or promotional item, House of Massage Chairs may:

  • deduct the value of the retained item,

  • recalculate the transaction pricing,

  • or reduce the refund accordingly.

For bundles or package deals, refund amounts may be adjusted based on the actual retained items and the pricing that would have applied without the returned item.

 

 

28. Warranty Plans and Protection Plans

Warranty plans, protection plans, and service plans are non-returnable and non-refundable unless:

  • otherwise required by law, or

  • expressly stated in the applicable plan terms.

Extended coverage products may be governed by separate terms and conditions.

 

 

29. Foot Massagers and Personal-Use Products

Foot massagers and similar personal-use products are treated differently because of hygiene and personal-contact considerations.

Unless otherwise required by law or expressly approved by us in writing, foot massagers are final sale and non-returnable.

Any applicable store warranty for foot massagers is separate from return eligibility.

 

 

30. Manufacturer Warranty vs. Store Warranty

Most products sold by House of Massage Chairs are covered, if at all, by the applicable manufacturer’s warranty.

For most product defects, the manufacturer or its service network remains primarily responsible for warranty performance, although customers often contact us first and we may assist in facilitating the process.

House of Massage Chairs may provide its own store warranty only for certain products where expressly stated.

Warranty coverage is separate from return eligibility. A warranty claim does not automatically create a right to a refund.

 

 

31. Non-Warranty / Customer-Caused Conditions

Without limiting any applicable manufacturer terms, the following conditions are generally excluded from warranty-type relief and may also affect return eligibility where caused by the customer:

  • scratches,

  • cosmetic damage after acceptance,

  • rodent damage,

  • liquid damage,

  • misuse,

  • abuse,

  • improper installation,

  • unauthorized repair,

  • modification,

  • commercial use where consumer or residential use was intended,

  • ordinary wear and tear.

 

 

32. Fraudulent or Abusive Return Activity

House of Massage Chairs reserves the right to deny any return, refund, replacement, or claim where we reasonably suspect:

  • return fraud,

  • empty-box returns,

  • item switching,

  • serial number mismatch,

  • false damage claims,

  • misleading statements,

  • abusive conduct,

  • threats,

  • harassment,

  • chargeback abuse,

  • or other bad-faith behavior.

We also reserve the right to refuse future service, cancel pending orders, or take other protective action where misuse of our return processes is suspected.

 

 

33. Chargebacks and Payment Disputes

If a customer initiates a chargeback or payment dispute in bad faith, after receiving the item, or while return, service, or warranty procedures are ongoing, House of Massage Chairs reserves all rights to contest the dispute using available documentation, including:

  • order and delivery records,

  • customer communications,

  • tracking records,

  • photos and videos,

  • inspection records,

  • product serial numbers,

  • return approval records,

  • and related business records.

Improper use of the chargeback process may result in refusal of future service or additional protective action.

 

 

34. No Refund Before Return Completion

No refund is due until all applicable steps have been completed, including:

  • the return request,

  • return approval,

  • compliance with return instructions,

  • receipt of the product,

  • inspection of the product,

  • and approval of the refund after inspection.

A customer’s statement that an item was shipped back, refused, or picked up does not by itself create an immediate right to a refund.

 

 

35. Policy Coordination

This Refund / Return Policy should be read together with our:

  • Shipping Policy,

  • Terms of Service,

  • Privacy Policy,

  • product-page disclosures,

  • order confirmations,

  • and any special written sale terms that apply to the specific item.

If a product page, special order notice, open-box disclosure, invoice, or written confirmation contains more specific return limitations, those more specific terms may also apply.

 

 

36. Changes to This Policy

House of Massage Chairs reserves the right to update or modify this Refund / Return Policy at any time in its sole discretion. Changes become effective upon posting unless otherwise stated.

 

 

37. Contact Information

House of Massage Chairs
Legal Business Name: Revive Massage Products Inc.
Website: https://houseofmassagechairs.com
Business Address: 925 Blossom Hill Road, Suite 1324, San Jose, California 95123, United States
Email: info@houseofmassagechairs.com
Phone: +1 669 214 8889