Return Policy

At KBNHOME, your physical wellness and absolute satisfaction are our highest priorities. We take immense pride in the master craftsmanship of our luxury massage chairs. Because these products are high-weight, specialized wellness equipments, returns and cancellations involve detailed logistical coordination.

Please review our comprehensive policy below regarding order cancellations, return windows, associated fees, and eligibility requirements.

Order Cancellation Policy

We understand that plans can change. We accept order cancellations under the following structured conditions:

  • Cancellation Prior to Shipment: If you decide to cancel your order before the massage chair has been dispatched from our facility or transferred to our international ocean freight carrier, you will receive a 100% full refund with zero penalties.

  • Cancellation After Shipment: If you request a cancellation after the chair has already been securely packed, picked up by the carrier, or is currently in transit, the order can no longer be canceled as a pending shipment. It will instead be processed under our standard Return Policy (detailed below). You will be responsible for all incurred round-trip freight charges and processing fees.

Our 30-Day Personal Return Policy

If your massage chair arrives and you feel it does not perfectly align with your comfort expectations, you have 30 calendar days from the exact date of delivery to initiate a return.

1. Mandatory Return Eligibility Requirements

To qualify for a return and a subsequent refund, the merchandise must meet the following strict criteria upon back-inspection at our hub:

  • Pristine Condition: The massage chair must be in brand-new, showroom condition, entirely free of cosmetics scratches, leather scuffs, structural marks, or signs of wear.

  • Original Factory Packaging Required: The chair must be returned in its original factory boxes, high-density foam inserts, and protective wooden pallet/crate framework that it was shipped in. If you upgraded to our White Glove Delivery, you must instruct the installation technicians to leave the original boxes and pallets on your property. We legally cannot accept or transport any returned heavy equipment without its original, safety-certified protective packaging.

  • Complete Accessories: All items included with the chair—including the remote control, localized power cords, structural components, owner’s manual, and original documentation—must be packed inside the box. Missing components will result in direct deductions from your final credit.

2. Non-Returnable Items

Please note that all "Open Box" custom-clearance items, certified floor-models, or specialized custom-tailored bespoke color/material chairs are sold strictly "As Is" and are completely ineligible for return or exchange.

Comprehensive Return Fees & Deductions Breakdown

Because high-end massage chairs incur massive shipping overheads, returns are highly costly. Should you choose to return an eligible chair within 30 days, the buyer is fully responsible for all transactional and logistical costs.

The final refunded credit will be calculated as your total original purchase price minus the following direct deductions:

  1. Outbound Freight Charges: The actual original shipping cost incurred by KBNHOME to transport the heavy equipment to your destination address (even if the item was promoted under a "Free Shipping" event).

  2. Inbound Return Freight Charges: The actual cost of freight shipping required to transport the heavy palletized equipment from your home back to our return inspection facility.

  3. Credit Card Processing Fee: A non-refundable 3% administrative processing fee will be deducted, representing the transaction fee assessed by the merchant bank at the time of your initial purchase.

  4. Complimentary Service Deductions: If your purchase included a promotional "FREE White Glove Delivery Upgrade" and you choose to return the chair, an additional $199 will be deducted to cover the non-refundable labor cost paid to the two-person installation team.

Step-by-Step Guide: How to Initiate a Return

If you wish to return your purchase, the process is straightforward, but must follow our authorized pipeline:

  1. Request an RMA: Do not ship any item back without prior authorization. Email our dedicated support team at sales@kbnhome.com to officially request a Return Merchandise Authorization (RMA) Number.

  2. Logistical Scheduling: Our team will provide you with the correct authorized return warehouse address and can assist in scheduling our certified heavy-freight partner to arrive at your home for palletized pickup.

  3. Inspection & Credit Issuance: Once the freight arrives safely back at our facility, our quality control team will conduct a thorough inspection within 3-5 business days. Once approved as pristine and complete, your net refund will be processed directly back to your original payment method. Please allow 5-10 business days for your banking institution to reflect the credit statement.