All massage chairs can be returned or exchanged within 30 days of delivery. Here's what that involves and how to start a return.
Your 30-day return window at a glance
Keep your packagingReturns need all original packaging and must be in new, resalable condition.
Return costsA 25% restocking fee applies, and you cover both the original delivery and return shipping.
RMA number requiredEvery return needs a Return Merchandise Authorization from us first.
Return details
What can be returned or exchanged?
- All massage chairs can be returned or exchanged within 30 days.
- The 30-day time frame for accepting returned merchandise starts from the delivery date of the product. Merchandise cannot be returned after this 30-day window.
- The product being returned must have all the original packaging and be in new and resalable condition.
- For all returned merchandise, you must have an RMA (Return Merchandise Authorization) authorized by us.
What does a return cost?
- For any return within 30 days of purchase, for whatever reason, outbound and inbound shipping costs will be paid by the customer.
- Customers will be responsible for both the original delivery and the return shipping charges.
- For all items returned within 30 days of purchase, a restocking fee of 25% plus the shipping charges will be applied.
- The White Glove fee is not refundable.
Can I cancel after my order has shipped?
Yes, but if your order has already shipped, you will be responsible for both the original delivery and the return shipping charges.
What if my chair arrives damaged?
In case of shipping damage from our company to the customer's delivery address, replacement parts or a new unit will be sent to the customer, decided on a case-by-case basis.
How do I return my chair?
- Get your RMA number. Email service@osaki.ca stating that you have read our return policy. You can also call 1-888-858-1122 to speed up the process.
- Prepare the box. Returned merchandise must include a copy of your invoice, with the RMA number written on the box.
- Arrange shipping. Choose the shipping company of your choice, or call us to get a designated shipping company. We can provide shipping documents (BOL), labels and instructions. The product must be insured against damage or loss.
- Send us the tracking number. Call us back with the tracking number of the returned merchandise. Please follow the instructions provided to have your item returned to us for a refund.
Ready to start a return?
Email us to get your RMA number, or call and we'll walk you through it.