Return and Exchange Policy
We take pride in our products and our customer service, for that reason, your satisfaction is our highest priority. If you would like to return your product, we do have a 30 day return policy.
We make returning your massage chair easy. There are no restocking fees or hidden charges; customers will only be responsible for a flat fee of $250, which would be the total cost if you wish to return your massage chair. There are no other fees if the chair is returned in its original packaging with all the items that came with the chair (remote, power cord, and accessories)
The customer is 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.
- Flat Fee Return - $250
- No Restocking or Handling Fees
- No Box $250 Charge
Return Policy Guidelines
- Must be returned in its original boxes. If not an additional charge will be applied.
- Only orders in the contiguous US - It does not apply to Alaska, Hawaii, and Puerto Rico orders or international orders.
- Chair must return with no damages to qualify for the flat free return.
- Financing Fees are non-refundable. These range from 10%-15%.
- Flat Fee Return policy only applies to products purchased at the advertised price which includes any on-site promos. Purchased made at negotiated prices can be returned in 30 days with a full refund minus any shipping charges.
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. Just contact an ootori massage chair expert 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. Restocking fees and return shipping charges will apply.
We usually ship orders next day, 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.