Return and Refund Policy

Return and Refund Policy

At Massage Chairs Direct, customer satisfaction is our top priority. We want you to be completely happy with your purchase, and we strive to offer a smooth and transparent return and refund process. Please review our policy below to understand your rights and our procedures for handling returns and refunds.

1. Eligibility for Returns

You may return most items within 30 days of receiving your order, provided the product is in its original condition and packaging. To be eligible for a return, the item must meet the following criteria:

  • Unused and in the same condition that you received it.
  • In its original packaging, including all accessories, manuals, and parts.
  • Accompanied by proof of purchase (order confirmation, receipt, or invoice).

2. Non-Returnable Items

Some items are not eligible for return due to hygiene, safety, or customisation reasons, including:

  • Opened or used massage chairs.
  • Customised or personalised items.
  • Clearance or sale items.

If your item falls under these categories, please contact our customer support team for assistance. 

3. Return Process

To initiate a return, please follow these steps:

  1. Contact Us – Reach out to our customer service team at sales@massagechairsdirect.com.au or call us at 1300674395. Provide your order details and reason for return.
  2. Return Authorisation – Once we review your request, we will issue a Return Merchandise Authorisation (RMA) number and provide you with return instructions.
  3. Return Shipping – You are responsible for shipping costs related to the return unless the item was received damaged or defective. Please ensure the item is securely packaged to avoid damage during transit.

4. Refunds

Once we receive your returned item, we will inspect it to ensure it meets our return conditions. If approved, your refund will be processed within 5-10 business days, and a credit will automatically be applied to your original payment method. Please note the following:

  • Restocking Fee: A 15% restocking fee may apply for returned items unless the return is due to a defect or an error.
  • Original Shipping Costs: Shipping charges from your original order are non-refundable.

5. Exchanges

We only replace items if they are defective or damaged. If you need to exchange a product for the same item, please contact us at sales@massagechairsdirect.com.au . We will guide you through the exchange process.

6. Damaged or Defective Items

If your product arrives damaged or defective, please notify us within 48 hours of delivery. We will arrange for the item to be repaired or replaced at no additional cost to you. Be sure to include photographic evidence of the damage in your request to expedite the process.

7. Refund Exceptions

In certain cases, partial refunds may be granted at our discretion, such as:

  • Items that are returned more than 30 days after delivery.
  • Items not in their original condition or missing parts.

8. Contact Us

If you have any questions regarding this Return and Refund Policy, please do not hesitate to contact us:

  • Email: sales@massagechairsdirect.com.au
  • Phone: 1300674395

Address: C10/161 Arthur Street Homebush West, NSW 2140 Australia