Cancellation Policy
At IV RELIFE, we prioritize customer satisfaction while ensuring that we manage our business operations effectively. We understand that sometimes orders may need to be canceled, so we have created the following cancellation policy for massage chairs and any associated gifts or accessories.
1. Order Cancellation Before Shipment
- Restocking Fee (30%): If you cancel your order before it is shipped, a 30% restocking fee will be applied to your refund. This fee helps cover the costs associated with preparing your order for shipment.
- Notification: Please contact our customer service team immediately if you wish to cancel your order before shipment. You can reach us at sales@iv-relife.com or by calling 1-800-552-0804 with your order number.
2. Order Cancellation After Shipment
- Shipping Costs and Restocking Fees Applied: If your massage chair has already been shipped, you will be responsible for both the round-trip shipping costs (to and from your address) and a 30% restocking fee. These charges will be deducted from your refund.
- Return Requirements: The massage chair must be returned in its original, unopened packaging to be eligible for a refund. If the item has been opened or used, further deductions may be applied for any damage or wear.
3. Restocking Fees
- Standard Restocking Fee: A 30% restocking fee will apply for all canceled orders, whether before or after shipment, regardless of whether the item has been opened or not.
- Opened/Used Items: If the massage chair has been opened, used, or assembled, additional deductions may apply for cleaning, damage, or wear.
4. Refund Process
- Timeline: Refunds, minus any applicable shipping costs, restocking fees, and other deductions, will be processed within 7-14 business days after the returned item has been received and inspected.
- Non-Refundable Charges: The restocking fee, shipping costs, and any fees associated with non-returned gifts (see Section 6) are non-refundable.
5. White Glove Service and Assembly Fees
- Non-Refundable: Fees for White Glove Delivery and Assembly services are non-refundable once these services have been rendered, even if the massage chair is returned.
6. Gifts with Purchase
- Retail Value Deduction: If you received free gifts (e.g., handheld massagers, LED panels) as part of a promotional offer with your chair purchase, and the gifts are not returned in their original, unopened condition, the retail value of these gifts will be deducted from your refund.
7. International Orders
- Shipping and Duty Costs: For international orders, customers are responsible for return shipping costs as well as any duties, taxes, or fees related to the return. Refunds will only be processed after the item has been returned and inspected.
8. Defective or Damaged Items
- If your massage chair arrives damaged or defective, please notify us within 48 hours of receiving the product. We will arrange for a replacement or repair at no additional cost. If the damage is significant, we will provide a full refund, including shipping costs.
9. How to Cancel Your Order
To cancel your order, please contact our customer service team with your order number and details as soon as possible:
- Email: sales@iv-relife.com
- Phone: 1-800-552-0804
Our team is available Monday to Friday, 9 AM to 5 PM EST, to assist with your cancellation.
10. Exceptions
- Custom Orders: Customized or personalized massage chairs are non-refundable once production has started, unless the product arrives damaged or defective.
11. Disputes
In the event of a dispute, we encourage customers to contact our customer service team to resolve the issue promptly and fairly.
Conclusion
At IV RELIFE, we strive to offer the best products and services to our customers. This cancellation policy ensures a transparent process for both parties. If you have any questions about your order or our policies, please do not hesitate to contact us.
Contact Us
If you have any questions or need further assistance with your order, please contact our customer service team at sales@iv-relife.com or 1-800-552-0804. We are here to ensure your complete satisfaction.
