RETURN AND EXCHANGE POLICY
Please take into consideration that we only accept qualifying returns but not exchanges. Refunds are issued once the returned products clear our inspection.
Refund and Return Eligibility
An item is eligible for a refund if:
- You posted a Return request within 24 hours of payment and your order is still under “Pending” status (if your order is under “Queued for Shipment” status, please contact our customer service center); or
- The order is delayed for more than 10 days since payment and you have not received any notification regarding the delay; or
- The ordered item is out of stock.
We accept return(s) if:
- You receive a product different from your order; or
- You receive a defective product.
Return Instructions
- Post a return request on our Return forum within three days of receipt. You are required to attach the photos of the received product(s) and include the item code, the order number, and the reason for the return.
- A customer service representative will be in contact to assist you by email or phone.
- Items returned must be in their original condition, which includes tags and any packaging. Also, you need to include a note of your order number, name, and user ID.
*Please be advised that returns are accepted ONLY IF you followed the instructions above and your return request has been approved by our staff. Returns that are shipped to us without any prior consent are not accepted.
*Please note that EVEN the defective/incorrect item(s) must be returned with all of the tags and labels intact. The item(s) must be sent in their original packaging and unworn.
*Please include all contents of the original package and free gifts (if applicable) in your return packaging.
* Shipping fee for any return caused by our fault will be paid by the company. However, if EMS’ cash on delivery is not possible then you can scan the return receipt and either mail it with the item to return or post an image of it on the forum. The shipping fee will be refunded once the returned item has arrived.
Return Ineligibility
- You are returning the items just because you changed your mind (on size, color, etc.)
- The products are damaged due to your mishandling
- Your return request is not approved by our staff
The following items are not considered defective:
- Items that are originally manufactured without tags or labels
- Items with creases that may have been made while shipping
- Items with unsatisfactory/incomplete finish due to mass production
Please note that we may not be able to process the refund for your missing item if you lose or damage any packaging material.
Missing Items
If there is a missing item from your order:
- Contact our customer service center by phone or by forum (if you cannot reach us by phone) within 1 day of delivery.
- Please keep all contents of the original package including packaging material (boxes, plastic bags etc.) with you until you are instructed otherwise.
* Most of our products by CellReturn are shipped within U.S continent, except for LED devices, may be shipped outside of U.S.*
Ship from: CellReturn
Namdong_Gu Namdongseo-Ro 237 Incheon, 21634, South Korea
Tel: 82-32-329-1026
RETURN AND EXCHANGE POLICY
If an order is canceled prior to shipment, payment will be fully refunded. Note that we consider your product to be “shipped” when a Bill of Lading and tracking number have been generated for a freight carrier. After products are considered shipped, cancellations are treated as returns as described below.
All returns require a Return Merchandise Authorization (RMA) from our Customer Service Department. Please call 1-800-946-6001 option “2” to obtain an RMA. No returns will be accepted or any credit granted without an RMA. To receive a credit or replacement unit, we must first have a chance to receive and completely inspect your return.
Per our “30 Day Risk-Free Return Policy” returns will be accepted within 30 business days of product receipt. Shipping charges on returns shall be the responsibility of the customer and all returned items must be returned in “new” or “like new” condition, in undamaged original manufacturer’s packaging, and with all original product manuals. After the product is received, inspected and verified to be in “like new” condition, a full refund will be provided on the product purchase price minus any original shipping charges and minus a 20% restocking charge. For products sold with a “Free Shipping Promotion”, the actual freight cost to originally ship the product will be deducted from your refund.
If you refuse an item delivered by a commercial shipping company for any reason other than damaged merchandise or a shipping error by us, the item shall be treated as a return and charges described in Section 3 above shall be applied.
Most products come with a manufacturer’s warranty which is located in/on their packaging or in their documentation. We do not provide any warranty over and above the manufacturer’s warranty.
Custom orders, private label or non-standard sauna models are non-refundable.
SHIPPING DAMAGE REFUND POLICY
Our goal is to make your infrared sauna buying experience simple, efficient and easy, and our promise is to ensure your total satisfaction. Shipping damage claims are rare, but they do happen. In the event of shipping damage, we will promptly replace or fix the damage to your satisfaction. Should you need to return an item to us, please note our Cancellation and Return Policy below:
Visible Loss or Damage
Any external evidence of loss or damage that occurred during transit is considered visible loss or damage and should be noted on the delivery receipt and signed by the carrier’s agent (driver).
Concealed Loss or Damage
Any damage that occurred during transit that was not visible at the time of delivery is considered concealed loss or damage. Due to rough handling in transit, it is possible to damage the contents of the boxes without damaging the boxes. If such a situation occurs it is important to contact us immediately for instructions on how to handle the claim. If a claim is to be filed it is important to save the packaging that the damaged merchandise arrived in. You must open all received boxes and inspect products for concealed damage within 5 business days of delivery.
Most likely the driver will not be able to wait while you open the boxes. If that is the case, please note, “Possible Concealed Damage” on the delivery receipt.
Receiving Your Shipment
When receiving your shipment it is important to do the following:
Your shipment may consist of a number of individual boxes placed on a single pallet. The pallet will need to be separated to be unloaded. Your sauna will be shipped with lift gate service with a scheduled appointment for delivery. The driver will move your sauna off of the truck.
Check the shipment for any visible damage to containers. If the boxes are dented, crushed, scratched, punctured, or cut it is very important to mark this on the bill of lading. If there is a possibility of damage it may be necessary to open the box and mark the actual damage on the bill of lading. It is important to be specific.
Boxes that have been dropped may not show obvious signs of external damage. You may want to open these specific boxes before the driver leaves to ensure that the contents do not have concealed damage. The driver may refuse to allow you the time to open specific boxes. If this is the case, please note, “Possible Concealed Damage” on the delivery receipt. Open the boxes as soon as possible, but not later than 5 days after the delivery, to inspect for damage.
Refusing a Freight Shipment & Freight Carrier Fees
If the shipment is damaged and unusable, it may be necessary to refuse part or all of the order. Call our service department (1-800-946-6001) option “2” before refusing any shipment.
Please note that any additional freight carrier’s fees such as re-delivery are the responsibility of the customer unless otherwise noted on your order. Liftgate service and delivery notification are standard with all orders. If additional services are requested by you and billed to us, all such fees shall then be re-billed to your credit card. If the freight carrier is unable to deliver the freight due to problems with contacting you or setting up delivery appointments, storage fees may be assessed by the carrier. In such cases, all storage fees are the responsibility of the customer and shall be billed to your credit card.
RETURN AND EXCHANGE POLICY
We take pride in our products and our customer service, and for that reason, your satisfaction is our highest priority. If you would like to return your product, we have a 30-day return policy. You will be responsible for a 20% restocking fee, which would be the total cost if you wish to return your massage chair. There are no additional fees if the chair is returned in its original packaging with all the items that were included (remote, power cord, and accessories). You are responsible for disassembling the chair and packing it back up in the original packaging. Once this is complete, we will have the chair picked up. If the chair is not returned in its original packaging, there will be an additional charge applied.
RETURN POLICY GUIDELINES:
- Must be returned in its original boxes. Otherwise, an additional charge will be applied.
- Only orders within the U.S. continent - It does not apply to Alaska, Hawaii, and Puerto Rico orders or international orders.
- Chair must be returned with no damages to qualify for the flat free return.
EXCHANGE POLICY
Like our return policy, customers have 30 days to exchange their massage chair for another model. The customer is responsible for shipping fees and white glove delivery fees. If the massage chair is defective, we will exchange it for the same model with no additional shipping costs. Once an exchange has taken place on a non-defective chair, it cannot be returned.
HOW DO I RETURN MY PRODUCT?
The return process is simple. Please contact Orest America, Inc. and our customer service team will help you to get your Return Authorization (RA) number and the correct address to send your item. Please be sure that the item is returned in its original condition and that it is packed in its original boxes. Products returned improperly will not be accepted.
CANCELLATIONS
We usually ship orders within a day after you make your purchase, but if you choose to cancel your order after your massage chair has shipped, you will be liable for any shipping charges incurred as well as a 3% credit card processing fee.
UP TO 5 YEAR LIMITED WARRANTY
Orest, America warrants to the original consumer/purchaser that this product shall be free from any defect in materials and workmanship for a period of three (3) years from date of purchase. This warranty is non-transferrable. NOTE: this is a residential warranty and does not apply to commercial use. Commercial users are advised to contact Orest, America for warranty terms and coverage.
This Warranty Covers:
- All parts within the first 3 years of purchase.
- All labor costs within the first 5 years of purchase.
*After 3 years of full warranty, our customers are responsible to pay for the parts that need to be replaced.
PLH Products. Will repair or replace only those parts determined to be defective by the factory.
This Warranty Does Not Cover:
- Damage or malfunctioning resulting from accident, negligence, misuse or unauthorized repair or alter or alteration, including, but not limited to stains, water damage, mold, chemical solvents, cuts, burns.
- Normal wear and tear, including Velcro or zipper malfunction.
- Tears in any fabric covering caused by abuse.
- Exposure to environmental conditions, such as extreme temperatures; an act of God; unauthorized service, repair, or parts.
- Any shipping or transportation costs.
- Damage incurred caused by failure to follow safety precautions, as outlined in user guide.
- From consumer time of purchase, PLH products will not be liable for any items damaged and/ or lost while in transit to the specified address.
How to Obtain Service:
Warranty claims may be made by contacting Customer Service, either in writing or by phone. For service or a Return Authorization number at Orest, America Inc., proof of purchase must be provided.
- If a return is authorized, the customer must properly package the product to ensure safe delivery to the repair facility.
- All shipping costs to be paid by the customer. No COD shipments will be accepted.
Orest, America Inc., assumes no liability for accidental or consequential damages. Some states do not allow the exclusion or limitation of accidental or consequential damages and therefore this limitation may not apply to you. This warranty gives you specific legal rights and you may also have other rights which vary from state to state.
Orest America, Inc. HQ
7050 Village Dr. Unit I
Buena Park, CA 90621
(714) 717-7338
ONE Year Limited Warranty
BENEST warrants to the original consumer/purchaser that this product shall be free from any defect in materials and workmanship for a period of three (1) years from date of purchase. This warranty is non-transferrable. NOTE: This is a residential warranty and does not apply to commercial use. Commercial users are advised to contact BENEST for warranty terms and coverage.
This Warranty Covers:
- All parts within the first 1 years of purchase.
- All labor within the first 1 years of purchase.
BENEST will repair or replace only those parts determined to be defective by the factory.
Warranty Policy:
- If the product is defective within the 1year warranty period, it can be repaired or exchange the product by bringing the product to the Store you purchased.
- Proof of purchase is required for all warranty exchange or repairs.
Warranty Claims:
Warranty claims may be made by contacting RelaxTheBack store where you purchased. After returning product to RelaxTheBack store, RelaxTheBack will contact BENEST to proceed the warranty.
- Warranty does not cover accessories and upholstery.
- Warranty is not transferable.
- This warranty is effective only if the product is purchased from Relax the Back.
- All implied warranties, including but not limited to these implied warranties of fitness and merchantability, are limited to the duration started in the warranty policy.
- Damage due to misuse, improper treatment and unauthorized modification and repair are not covered by this warranty.
- Warranty does not cover accessories and attachments which do not belong to the massage unit.
- Warranty is not effective to rental, business, commercial institutional or other non residential users.
BENEST assumes no liability for accidental or consequential damages. Some states do not allow the exclusion or Limitation of accidental or consequential damages an therefore this limitation may not apply to you. This warranty gives you specific legal rights and you may also have other rights which vary from state to state.
BENEST 7050 Village Dr. Unit I, Buena Park, CA 90621*(714)-717-7338