• Personal care items that come into contact with the bare skin are not returnable or exchangeable for hygiene reasons. This generally includes the following items: pillows, linens, bed wedges, mattress toppers, mattress and pillow protectors, hot and cold packs, and braces.

• Standard orders of large products are returnable if they are ordered in standard black, grey or brown colors.

• Custom orders of any product are not returnable or exchangeable. Custom orders are products that are built or designed to your specifications and are therefore “one of a kind”. Custom orders include features such as contrast piping or stitching, monogramming and/or multiple material combinations. Alterations to chair dimensions or construction (special foam, wider base and/or seat expansion, modifications to design) are also considered custom.

• Lift chairs are sold on a final sale basis and thus are not returnable or exchangeable.

• Model closeouts, discontinued items and floor models are not returnable or exchangeable.

• For mattress returns, shipping fees consistent with the manufacturer’s policy will be deducted from client’s refund.

• Adjustable bases and foundations are not returnable.

• Delivery charges are not refundable unless the product was defective or damaged when received. If the defective or damaged product must be picked up for return, return delivery charges for the pick-up will not apply.

• Purchases made online may be returned to any Relax The Back store.

• Returned items are subject to a restocking and inspection fee of 15% of the original purchase price.

Returned items must be received in “like new” condition and be clean and free from stains and odors. All original packaging and materials must be included. Client is responsible for prepayment of all shipping charges and shall assume all risk of loss or damage to product while in transit to Relax The Back.

Refunds will be issued in the same manner as the purchase was made except for cash purchases, which will be refunded via check. All check refunds are processed and mailed within 30 days. If the purchase was made via credit card, you will need to present the credit card used to make the purchase to receive a refund.

Any cancellation made more than 24 Hours after purchase will result in a cancellation fee. The amount of the fee will be equal to 15% of the purchase amount. All orders are automatically processed and cancelations require halting our automated system.

Refusing an order that has already been shipped on non-returnable or final sale items. The amount of the fee will be equal to 25% of the purchase amount plus all shipping charges that are incurred by the shipping and handling company. If you qualify for free shipping on your order, there will still be shipping charges you will be liable for. The amount of your refund will deduct shipping charges to and from, white glove handling fees, and a 25% restocking fee.