Return and Exchange Policy

For hygiene reasons, personal care items that come into contact with bare skin are not returnable or exchangeable. This includes but is not limited to:

  • Pillows
  • Linens
  • Bed wedges
  • Mattress toppers
  • Mattress and pillow protectors
  • Hot and cold packs
  • Braces

Standard Orders

  • Returnable Items: Large products ordered in standard colors (black, grey, or brown) are returnable.
  • Non-Returnable Items: Custom orders, lift chairs, model closeouts, discontinued items, and floor models are not returnable or exchangeable.

Custom Orders

Custom orders are non-returnable and include items built or designed to your specifications. These may feature:

  • Contrast piping or stitching
  • Monogramming
  • Multiple material combinations
  • Alterations to dimensions or construction (e.g., special foam, wider base, seat expansion)

Mattresses and Adjustable Bases

  • Mattress Returns: Shipping fees, as per the manufacturer’s policy, will be deducted from the refund.
  • Adjustable Bases and Foundations: Not returnable.

Delivery Charges

  • Non-Refundable: Delivery charges are non-refundable unless the product was defective or damaged upon receipt.
  • Return Delivery: If a defective or damaged product requires pickup, return delivery charges will not apply.

Refunds and Fees

  • Restocking Fee: Returned items are subject to a 15% restocking and inspection fee.
  • Condition: Items must be in “like new” condition, free from stains and odors, and include all original packaging and materials.
  • Refund Method: Refunds will be issued in the same manner as the purchase. Cash purchases will be refunded via check within 30 days. For credit card refunds, the same card must be presented.

Shipping Responsibility

  • Clients are responsible for prepaying all shipping charges for returns and assume all risk for loss or damage during transit.

Cancellation Policy

  • Cancellation Fee: Cancellations made more than 24 hours after purchase will result in a cancellation fee equal to 15% of the purchase amount.
  • Order Refusal: Refusing an order of non-returnable or final sale items will result in a 25% fee plus all shipping charges. If free shipping was applied, you will still be liable for shipping charges. Your refund will deduct:
    • Shipping charges (both ways)
    • White glove handling fees
    • A 25% restocking fee

Online Purchases

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

Return and Exchange

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

View our full Return Policy here.

Return form