Return and Refund Policy

Returns and Refunds

Overview

MyWellnessWiz partners with several manufacturers, and each sets its own return terms based on how their products are built, packed, and shipped. Because a massage chair, a pedicure chair, and a cedar sauna travel very differently, our return policies vary by product category.

We have laid out each policy in full below. If you are unsure which applies to your order, contact us at info@mywellnesswiz.com and we will walk you through it.

Quick reference

Before You Return Anything

Three things apply to every order, regardless of manufacturer.

Inspect your delivery before you sign. Freight carriers require you to note any visible damage on the delivery receipt at the time of delivery. If you sign for a shipment as received in good condition, damage claims become very difficult to file afterward. Take photos of the packaging and the product before the driver leaves, and note anything at all on the paperwork.

Keep your original packaging. Every manufacturer we work with requires products to be returned in their original boxes, crates, and pallets. Please hold onto everything until you are certain you are keeping the item.

Contact us first for an RMA number. All returns require a Return Merchandise Authorization number issued by us before the item ships back. Products sent back without an RMA number cannot be accepted or refunded. Email info@mywellnesswiz.com to start.

Massage Chairs (Osaki and Kahuna)

We want you to love your chair. A massage chair is a significant investment, so we make returns straightforward, and unlike much of the industry, we never charge a percentage based restocking fee on massage chairs. If your chair is not the right fit, you have options.

Your 30 day satisfaction window. You have 30 days from the date your chair is delivered to request a return or exchange. Contact us before sending anything back so we can issue your RMA number and instructions.

No restocking fees, just one flat return fee. Many retailers charge a restocking fee of 15% to 35% of the purchase price, plus shipping in both directions. We do not. If you choose to return your chair, you pay a single flat return fee based on the chair's price, and nothing else:

• Chairs under $2,000: a flat $250 return fee
• Chairs from $2,000 to $4,999: a flat $500 return fee
• Chairs $5,000 and above: a flat $1,000 return fee

This fee covers return shipping and handling and is deducted from your refund. There is no separate restocking charge and no back billing of your original shipping.

Free exchanges. If you would prefer a different model rather than a refund, your first exchange is free. We arrange pickup of your original chair and ship your replacement at no cost to you. Additional exchanges after the first are treated as returns and are subject to the flat return fee above. If your replacement chair is of higher value, you pay only the difference.

Preparing your chair. Your chair must be returned in its original condition with all accessories, repacked in its original boxes and secured to its original pallet. You are responsible for disassembling and repacking the chair before pickup. If the original packaging is unavailable, we can still arrange pickup, but an additional charge will apply. Chairs returned with damage, missing parts, stains, or odors may incur additional costs or be declined.

Salon Furniture and Pedicure Chairs (Osaki Spa)

Salon equipment is heavy and expensive to ship, so please order carefully. Our team is here to help you select the right product the first time.

• Returns and exchanges are accepted within 30 days of the delivery date.
• Items must be in new, unused, resalable condition with all original packaging. Please keep the packaging for at least 30 days.
• An RMA number is required before returning any item. Write the RMA number on the box and include a copy of your invoice.
• A 20% restocking fee applies to all approved returns. On an exchange of an item that is still new and resalable, the fee may be waived case by case.
• You pay both the original shipping to you and the return shipping, and neither is refundable. If your order shipped free, the original shipping cost is deducted from your refund. This also applies to cancellations once an order has shipped.
• Insure the return shipment against damage or loss.
• No merchandise will be accepted or refunded after the 30 day window.
• Final sale items, such as the Elina chair top, are sold as is and can't be returned or exchanged.

Salon Furniture and Pedicure Chairs (Whale Spa)

• Returns are accepted within 30 days of the delivery date.
• Items must be returned in their original packaging and in the same condition as received.
• An RMA number is required before returning any item.
• A 20% restocking fee applies to all approved returns.
• Return shipping and packaging costs are the customer's responsibility.
• Electrical parts are non-refundable.
• Custom made items are manufactured specifically to your order and are non-returnable and non-refundable.

Salon Furniture and Pedicure Chairs (Gulfstream)

• Gulfstream pedicure chairs are custom items, built to order, and cannot be returned.
• All other Gulfstream returns are considered on a case by case basis and must be requested within 30 days of delivery.
• Any return accepted on a case by case basis is subject to a 20% restocking fee.
• Return shipping costs are the customer's responsibility.
• Items must be returned in their original packaging and in the same condition as received.
• An RMA number is required before returning any item. To request a return, email us at info@mywellnesswiz.com with your order number before sending anything back.
• Gulfstream only allows a cancellation before the order goes into production, and canceling a spa or furniture order carries a 30% fee. Orders can't be canceled once they ship.
• Because each chair is built to order, please review your colors and options carefully before you order, and contact us right away if anything on your order confirmation is incorrect.
• Gulfstream's warranty covers parts for 1 year and labor for 3 months. Some components carry longer coverage, listed on each chair's product page.
• If a chair arrives damaged or has a defect, see Damaged or Defective Products below.

Saunas and Outdoor Wellness (Dundalk Leisurecraft)

These products are built to order and ship from Canada, which makes returns prohibitively expensive. Dundalk Leisurecraft does not accept returns. Please review your order confirmation carefully when it arrives, and contact us right away if anything is incorrect.

Changing or canceling your order. Because production begins quickly, change and cancellation windows are short:

• Within 14 days of placing your order, you may cancel or make changes at no charge.
• After 14 days, a $65 fee applies to cancel or change an order. Changes include adding or removing products or options, changing the shipping address, or changing the shipping method.
• Within 7 days of the scheduled ship date, orders cannot be canceled or changed.
• Canadian Timber Collection products have a 24 hour window to cancel or change for the $65 fee. After 24 hours, these orders cannot be changed.
• Once an order has shipped, an address change requires a $250 rerouting fee.

If we make an error on your order, no change or cancellation fee will ever apply. Simply contact us and we will correct it.

If a return becomes necessary. In rare cases the factory may accept a return at its discretion. A 20% restocking fee applies, the customer is responsible for all shipping costs to the factory, and products must arrive in original packaging and condition. The manufacturer inspects the returned product and determines the final refund amount.

Refused deliveries. If a delivery is refused and the product must be resold or rerouted, a 15% restocking charge applies along with all shipping and rerouting costs.

Damaged or Defective Products

Each manufacturer sets its own terms for shipping damage and defects, so what happens depends on the brand. Whatever you bought, start the same way: note any damage on the delivery receipt before you sign, take photos, and email us at info@mywellnesswiz.com right away with your order number.

Massage chairs (Osaki)

• Damaged on arrival: Note any damage to the packaging on the delivery receipt and tell us right away, and report any defect you find on arrival within 5 days of receiving your order so it can be replaced promptly. Osaki sends replacement parts, or a new chair when it can't be repaired, decided case by case.
• Defects after delivery: Osaki's warranty starts on the date of purchase and is valid in the 48 contiguous states. It covers parts and labor for the first year, parts for the second year, and the structural frame for three years on selected models, and some models carry longer coverage. Shipping costs aren't covered, and you'll need your proof of purchase.

Massage chairs (Kahuna)

• Damaged on arrival: Take photos of the damage and note it on the delivery receipt before you sign, then tell us right away. If a chair is defective at delivery, Kahuna exchanges it for the same model at no extra shipping cost once its head office has seen proof of the problem.
• Defects after delivery: Kahuna's warranty runs 1 to 3 years depending on the model, for example 3 years on the Dios 1288, 2 years on the Dios 6800, 7300 and Flexa, and 1 year on the Dios Hani. Repairs under warranty are free, except for wear and tear parts, and Kahuna warrants its chairs for personal use only. To request service, Kahuna asks you to register the chair with a copy of your invoice and to send a short video of the problem. We're happy to help with both.

Salon furniture and pedicure chairs (Osaki Spa)

• Damaged on arrival: Note any damage on the delivery receipt and tell us right away. Osaki Spa sends replacement parts or a new unit, decided case by case. Its warranty doesn't cover shipping damage, so damage has to be reported at delivery.
• Defects after delivery: Covered by Osaki Spa's 1 year parts warranty, and the Comet carries 2 years on its massage chair. Shipping costs aren't covered, and final sale items, such as the Elina chair top, have no warranty. See our Osaki Spa Warranty page.

Salon furniture and pedicure chairs (Whale Spa)

• Damaged on arrival: Before you sign, count every pallet and box and check each one for damage, then note anything missing or damaged on the delivery receipt. Whale Spa's warranty doesn't cover freight damage, so damage has to be noted at delivery. Send us photos right away.
• Defects after delivery: Covered by Whale Spa's warranty: a 2 year limited warranty on pedicure chairs from the date the chair ships, a 3 year warranty on genuine Italian leather options, and 1 year on the Elysia head spa shampoo bed. Whale Spa pays shipping on replacement parts, and labor isn't covered. Email us to start a claim. See our Whale Spa Warranty page.

Pedicure chairs (Gulfstream)

• Damaged on arrival: Gulfstream's warranty doesn't cover freight damage, so check your spa before you sign, note any damage on the delivery receipt, take photos and tell us right away.
• Defects after delivery: Covered by Gulfstream's warranty: parts for 1 year and labor for 3 months, with longer coverage on some components, including 3 years on the spa shell and lifetime coverage on the OneJet motor. Gulfstream pays standard shipping on replacement parts for the first 90 days. After that, labor and shipping are your cost. You always ship defective parts back to Gulfstream yourself. See our Gulfstream Warranty page.

Saunas and outdoor wellness (Dundalk Leisurecraft)

• Damaged on arrival: Inspect your order when it arrives. If a part is damaged or missing, photograph it right away and contact us, and we'll work with Dundalk Leisurecraft on the replacement.
• Defects after delivery: Covered by Dundalk Leisurecraft's 5 year limited warranty for normal residential use, which starts the day you receive the product. Replacement parts are provided at no charge and don't extend the warranty; labor, service and installation aren't covered. Heaters, chillers and other items made by other companies carry their makers' own warranties.

What Is Not Refundable

• White Glove delivery is a performed service and cannot be refunded. If your order included complimentary White Glove delivery and you return the item, our cost for that service will be deducted from your refund.
• Financing fees charged by our lending partners are set by the lender and are non-refundable.
• Separately purchased extended or commercial warranties follow the warranty provider's terms.
• Custom made and made to order products are non-returnable and non-refundable.

Where We Ship Returns

Our return and exchange policies apply to orders delivered within the 48 contiguous United States. They do not cover orders shipped to Alaska, Hawaii, Puerto Rico, or international destinations.

How to Start a Return or Exchange

Email us at info@mywellnesswiz.com with your order number and the reason for your return. We will issue your RMA number, provide the correct return address, and walk you through the process. Once we receive and inspect your returned item, your refund will be issued to your original payment method, typically within 7 to 10 business days of inspection.

Still deciding between models? Reach out before you buy. Getting matched to the right product the first time is the best return policy of all.

Questions? Contact us at info@mywellnesswiz.com