Refund & Return Policy

We want every customer to find the right products at 3xrelax. If your item arrives damaged or has any issue, please contact us immediately: cs@3xrelax.com

1. Return Eligibility & Conditions

To be eligible for a return, the item must meet all of the following conditions:

  • Product must be in original condition
  • All original packaging must be included (box, foam, pads, plastic bags, accessories, manuals, tools, remote, etc.)
  • No damage, stains, scratches, deformation, or missing parts
  • The massage chair must be in resellable condition
  • Returns with missing or damaged parts will not be accepted

2. 30-Day Full Coverage Return/Exchange Policy (Quality Issues Only)

3xrelax covers the return shipping cost and replacement fees for these situations:

  • Wrong item sent
  • Damaged or defective product
  • Poor-quality product

If any of the above occur, please take photos and contact us immediately. (Exchanges are limited to the same model or items of equal or lesser value.)

3. Situations NOT Covered by the 30-Day Policy

3.1 Product Dislike / Change of Mind

  • You may exchange the item by paying the shipping fee.
  • You may return the item; return shipping fees must be paid by the customer.

3.2 Delivery Unsuccessful

  • If the address provided by the customer is incorrect, we are not responsible for failed delivery.
  • If the carrier loses or misdelivers the package, we can resend it for free or issue a full refund.

3.3 Package Not Received / Tracking Stagnant

  • Our products ship from the United States. If tracking stops updating, please contact your local carrier and then contact us.
  • Customers are responsible for all return shipping fees.
  • Return packages remain the customer’s responsibility until received by our team.
  • We recommend using registered and traceable shipping services.

3.4 Non-Returnable Situations

  • Missing original packaging
  • Significant damage, misuse, stains, or scratches
  • Unauthorized repair or modification
  • Used in a commercial environment
  • Free gifts or promotional items

4. Return Shipping Cost

  • Non-quality issue returns require the customer to pay return shipping (massage chairs are large and heavy).
  • For quality-related returns, 3xrelax covers the shipping cost.

5. Return Process

Returns must be approved in advance. Do not return the item to the original shipping address. Please email us first for instructions.

Return Address

Please do not send the product back to the address on the package. We will provide the correct return address once your request is approved.

Return Restrictions

  • Must be within 30 days of delivery
  • Product must remain intact and in its original state
  • All accessories must be included
  • No damage, stains, deformation, cleaning, or signs of use

6. Refund Method

After we receive and inspect your returned item, we will notify you of approval status. If approved, refunds will be processed within 3–5 business days.

  • Refund time depends on your payment method and may take up to 48 hours to appear.
  • Refunds will be issued to the original payment method.
  • Shipping and handling fees are non-refundable unless caused by our error.

Important Notes

  • Massage chairs are large and heavy — please handle returns with care.
  • Contact us first; many issues can be resolved without returning the product.
  • Warranty support is available for all models.