Refund policy

Effective Date: 01.01.2024
Last Updated: 03.10.2026

At Massage Chairs and More, we want customers to feel confident when purchasing premium wellness and seating products online. Because many of our products are large, high-value, and in some cases difficult to repackage or resell once opened, this Refund / Return Policy is designed to provide a fair process while also protecting the integrity of our products, delivery operations, and customer service standards.

This Refund / Return Policy applies to purchases made through the Massage Chairs and More online store, operated by Bravvo Health Equipments Inc., a California corporation, Entity No. 4282215, with its principal place of business at 2855 Stevens Creek Blvd STE 1091, Santa Clara, CA 95050.

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

Email: info@massagechairsandmore.com
Phone: 415-580-8109

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 rules.

In-Store Purchases

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

Online Purchases

Online purchases may qualify for return or refund only in accordance with the terms set forth in 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 by delivery or pickup records.

Any return request made after that period may be denied.

A return is not authorized simply because a customer contacts us within 30 days. The return must be reviewed and approved by Massage Chairs and More in accordance with this Policy.

 

 

3. Return Authorization Required

All returns require prior authorization from Massage Chairs and More.

To request 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,

  • subject to additional shipping or handling charges.

Because return destinations may vary by product, brand, distributor, or warehouse, we do not publish a universal return address.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

 

 

4. Standard Return Conditions for Non-Defective Online Orders

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

  • changed mind,

  • no longer wanted,

  • uncomfortable,

  • too large,

  • ordered in error,

  • other non-defect-related customer preference reasons.

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

  • all original accessories,

  • all components reasonably expected to be included with the product,

  • the original packaging, when available,

  • no misuse, abuse, or customer-caused damage beyond ordinary inspection or reasonable handling.

Because certain large products, especially massage chairs and office chairs, may be difficult or impractical for a customer to repackage once opened, the absence of original packaging does not automatically mean the return will be rejected. However, additional charges may apply as described below.

 

 

5. Restocking Fee for Standard Returns

Unless the return is due to a confirmed shipping error, wrong item shipment, approved defect, or other issue for which Massage Chairs and More is responsible, approved online returns are subject to a 15% restocking fee.

The restocking fee reflects, among other things:

  • inspection and handling,

  • return processing,

  • repackaging or reboxing when necessary,

  • value reduction for opened merchandise,

  • the commercial impact of returned high-value products.

This restocking fee applies to non-defective returns, including buyer’s remorse returns.

 

 

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

Even when an order originally qualifies for free shipping, actual shipping costs are still incurred by Massage Chairs and More.

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

  • the original outbound shipping cost,

  • the return shipping cost,

  • any pickup or return transportation costs,

  • any applicable restocking fee,

  • any non-refundable premium service costs already incurred.

These amounts may be deducted from the refund.

This means that for eligible non-defective online returns, the refund amount may be reduced by:

  1. the 15% restocking fee,

  2. the actual outbound shipping cost, and

  3. the actual return shipping cost.

Where White Glove Delivery, assembly, premium handling, or similar services were provided, those service costs are non-refundable once incurred.

 

 

7. White Glove, Assembly, and Premium Delivery Charges

For products that include or receive White Glove Delivery, assembly, in-home placement, packaging removal, or other premium delivery services, those services are considered performed once the delivery provider has completed them.

Accordingly, White Glove, assembly, and similar premium delivery-related charges or incurred service costs are non-refundable once the service has been rendered or the cost has been incurred.

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

 

 

8. Customer-Paid Return Shipping and Return Coordination

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

However, because many products sold by Massage Chairs and More are large, fragile, or operationally complex, return transportation must be coordinated through us or through an approved process designated by us.

Massage Chairs and More reserves the right to arrange, manage, or approve the return shipping method, carrier, pickup process, and return destination.

Customers may not independently ship back a large product without authorization.

 

 

9. Product Categories That Are Final Sale or Non-Returnable

The following items are final sale, non-returnable, and non-refundable, except where required by law or where we expressly approve otherwise 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, including Ohco M8Neo LE, are final sale and may not be canceled, returned, or refunded once ordered.

 

 

10. Open-Box Items

Open-box items are not automatically non-returnable under this Policy unless specifically marked final sale at the time of purchase.

However, because open-box items are sold in a condition distinct from new inventory, any return of an open-box product is subject to our review and approval and may be subject to additional limitations, deductions, or denial depending on the item’s condition and the terms disclosed at the time of sale.

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

 

 

11. Used, Opened, Installed, or Assembled Items

Massage Chairs and More understands that certain online purchases, especially seating and massage products, may be opened, assembled, or lightly used before a customer decides whether to keep them.

For that reason, the fact that a product has been opened, assembled, or tested does not automatically make it ineligible for return.

However:

  • the item must still be in like-new condition, subject to reasonable inspection,

  • the item must not show misuse, abuse, neglect, or customer-caused damage,

  • the item must not be missing key components,

  • any loss in value, special handling needs, repackaging needs, or return processing burden may affect the final refund amount where permitted by this Policy.

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

 

 

12. Original Packaging and Repacking Fees

Original packaging is strongly preferred for all returns.

If the customer no longer has the original packaging, the return may still be reviewed for approval, but Massage Chairs and More may impose a repacking or reboxing fee where necessary.

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

A return will not necessarily be denied solely because the original packaging is unavailable, but missing packaging may reduce the refund or create additional charges.

 

 

13. Missing Accessories or Components

Returns should include all accessories and major included components.

If a return arrives with missing but replaceable components, Massage Chairs and More may, at its discretion:

  • complete the item with replacement parts,

  • deduct reasonable costs associated with restoring the item,

  • reduce the refund where appropriate.

The existence of a missing replaceable part does not automatically eliminate return eligibility, but it may affect refund processing.

 

 

14. Return Requests for Items That Do Not Fit

If a customer orders a product that is too large for the intended space, does not fit through a doorway or hallway, or cannot be installed because the customer did not adequately verify measurements or access conditions, such return request is treated as a non-defective customer return, not as a shipping error or product defect.

In those situations, the customer remains responsible for:

  • return shipping,

  • outbound shipping cost,

  • return transportation cost,

  • restocking fee,

  • any additional charges arising from failed delivery or pickup.

As stated in our Shipping Policy, fitment is the customer’s responsibility, especially for large and/or one-piece models such as Koyo, M8Neo, and Dualtech, and other oversized massage chairs or recliners.

 

 

15. Refused Delivery and Failed Delivery as Returns

If a customer refuses delivery of a non-defective product, misses a required delivery appointment, or otherwise causes the order 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 charges,

  • the 15% restocking fee,

  • any non-refundable service costs already incurred.

Refusing delivery does not avoid the charges that would otherwise apply to a standard non-defective return.

 

 

16. Order Cancellations Before Shipment

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

Once an order has shipped, it is no longer treated as a cancellation and will instead be treated under this Refund / Return Policy as a return, refusal, or shipment reversal, as applicable.

Massage Chairs and More reserves the right to cancel any order before shipment for reasons including:

  • pricing error,

  • stock error,

  • suspected fraud,

  • unverifiable customer information,

  • shipping or address issues,

  • suspected resale/export risk,

  • abusive or improper customer conduct.

If we cancel an order before shipment, any approved payment will 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 may not be canceled, returned, or refunded unless otherwise required by law or expressly approved by us in writing.

This includes, without limitation, Ohco M8Neo LE and any other product designated by us as a special order item.

 

 

18. Damaged, Defective, or Incorrect Items

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

Reporting deadlines

Visible damage: report at delivery and note on 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 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 info@massagechairsandmore.com and should include, where available:

  • order number,

  • serial number,

  • photos,

  • video,

  • packaging photos,

  • clear description of the issue.

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

 

 

19. Remedies for Damage or Defect

When a product issue is timely reported and verified, Massage Chairs and More will determine the appropriate remedy in consultation with the relevant manufacturer, distributor, service partner, or carrier as applicable.

Our preferred order of remedies for eligible product issues is generally:

  1. Replacement part

  2. Technician visit or service support

  3. Replacement unit

  4. Refund, where appropriate and approved

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

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

 

 

20. Defective Product vs. Non-Defective Return

There is an important distinction between:

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

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

If the product has a verified defect, manufacturer issue, or delivery-related problem, we will work with the manufacturer, distributor, carrier, or service network to resolve the issue through repair, parts replacement, technician service, replacement, or refund as appropriate.

If the product is functional, operates as intended, and the customer simply no longer wants it, the request is treated as a standard non-defective return, and the customer remains responsible for the 15% restocking fee and applicable outbound and return shipping costs.

 

 

21. Return Shipping Costs for Defective or Wrong Items

If a return is approved because:

  • the wrong item was shipped,

  • the item arrived defective,

  • the item arrived damaged due to shipping,

  • or the issue is otherwise confirmed to be our responsibility or a verified product defect,

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

Whether a return is covered by us will depend on the verified cause of the issue.

 

 

22. Packaging Retention for Damage 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 processing may require the product and packaging to remain available for review.

For large items delivered with White Glove service, packaging may not always remain available after delivery. Even so, customers must still provide timely notice and supporting documentation of the issue.

 

 

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 Massage Chairs and More or its authorized partner.

Returned products are subject to inspection for:

  • condition,

  • completeness,

  • signs of misuse,

  • shipping damage,

  • missing components,

  • unauthorized substitution,

  • fraud or abuse indicators.

Massage Chairs and More reserves the right to deny a refund if the returned item does not match the approved return, is materially different from what was shipped, or shows evidence of abuse, tampering, part swapping, empty-box return 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.

Please note that banks, card networks, lenders, or payment processors may require additional time to post the refund, and Massage Chairs and More is not responsible for delays caused by third-party financial institutions or payment systems.

 

 

25. Refund Method

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

Where permitted by law and accepted by the customer, Massage Chairs and More may also offer store credit in lieu of a refund in appropriate cases.

If a promotion, financing offer, or third-party payment arrangement was used, refund timing and processing may depend in part on the policies of the applicable payment provider.

 

 

26. Partial Refunds

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

  • damage,

  • missing parts,

  • diminished value,

  • repackaging requirements,

  • other return-condition issues that reasonably justify an adjustment.

A partial refund may also apply where the condition of the returned item differs materially from the approved return condition.

 

 

27. Promotional Items and Bundled Orders

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

If the promotional or bundled items are not returned, Massage Chairs and More may:

  • deduct the value of the missing item,

  • recalculate the pricing of the order,

  • reduce the refund accordingly.

For bundled or package deals, refund amounts may be recalculated 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, service plans, and protection 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 due to 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.

Foot massagers may be covered by a store warranty where applicable, but warranty coverage is separate from return eligibility.

 

 

30. Store Warranty vs. Manufacturer Warranty

Most products sold by Massage Chairs and More are covered by the applicable manufacturer’s warranty, if any.

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

Massage Chairs and More provides its own store warranty only for certain products, such as foot massagers, where applicable.

Warranty coverage is separate from the right to return a product. A warranty claim does not automatically entitle a customer to a refund.

 

 

31. Non-Warranty and Excluded Conditions

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

  • scratches,

  • cosmetic wear after acceptance,

  • rodent damage,

  • liquid damage,

  • misuse,

  • abuse,

  • improper installation,

  • unauthorized repair,

  • modification,

  • commercial use where consumer warranty was intended,

  • normal wear and tear.

Commercial use may void warranty eligibility where the warranty is intended for residential/personal use only.

 

 

32. Fraudulent, Abusive, or Improper Return Activity

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

  • return fraud,

  • empty-box returns,

  • item switching,

  • serial number mismatches,

  • false damage reports,

  • intentionally misleading claims,

  • abusive conduct,

  • harassment,

  • threats,

  • chargeback abuse,

  • other bad-faith conduct.

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

 

 

33. Chargebacks and Payment Disputes

If a customer initiates a chargeback or payment dispute in bad faith, after receiving the product, or while return, service, or warranty processes are ongoing, Massage Chairs and More reserves all rights to contest the dispute using available delivery, communication, inspection, and claim documentation.

Nothing in this Policy limits our right to respond to chargebacks, preserve evidence, or suspend further assistance where a payment dispute has been improperly initiated.

 

 

34. No Refund Before Return Completion

No refund is due until all of the following have occurred, as applicable:

  • the return has been requested,

  • the return has been approved,

  • return instructions have been followed,

  • the product has been received,

  • the product has been inspected,

  • the return has been approved for refund after inspection.

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

 

 

35. Policy Coordination With Shipping Policy and Terms

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

  • Shipping Policy,

  • Terms of Service,

  • applicable warranty terms,

  • any written product-specific terms disclosed at checkout or on the product page.

If a product page, invoice, custom order acknowledgement, special order confirmation, open-box disclosure, or other written sale term contains additional or more specific return limitations, those specific terms may also apply.

 

 

36. Changes to This Policy

Massage Chairs and More reserves the right to update or modify this Refund / Return Policy at any time, in its sole discretion. Any changes will take effect upon posting to the website unless otherwise stated.

 

 

37. Contact Information

Massage Chairs and More
Bravvo Health Equipments Inc.
2855 Stevens Creek Blvd STE 1091
Santa Clara, CA 95050
United States

Email: info@massagechairsandmore.com
Phone: 415-580-8109