Refund policy

Policy Overview

We want you to feel completely confident when you purchase from Goodwin Massage Chairs. A massage chair is a significant investment, and we believe you should have the peace of mind to know that if something isn't right, we'll work with you to make it right. This policy outlines how returns, exchanges, and refunds work so there are no surprises on either side.

Return & Exchange Eligibility

We accept returns and exchanges on items that are in new, unused condition with all original packaging, accessories, and documentation included. The product must be fully intact and in the same condition it arrived in. Items that have been assembled and used, show signs of wear, or are missing original packaging or components are not eligible for return.

Return Window

You have 30 days from the date of delivery to initiate a return or exchange. If more than 30 days have passed since your delivery, we unfortunately cannot offer a return or refund. We encourage you to inspect your chair thoroughly upon arrival so that any concerns can be addressed within this window.

Return Shipping Responsibility

For returns that are not the result of a defect or an error on our part, the customer is responsible for return shipping costs. We can provide a prepaid return shipping label for your convenience — the cost of that label will be deducted from your refund. Massage chairs are large, heavy items, so we recommend contacting us before arranging any return shipment on your own. We'll help coordinate the logistics so your return goes smoothly.

How to Start a Return or Exchange

All returns and exchanges begin by contacting our team at support@goodwinmassagechairs.com. Please include your order number and a brief description of the reason for your return. We'll respond with a Return Merchandise Authorization (RMA) number and detailed instructions for shipping the item back. No returns will be accepted without an RMA number — this helps us process your return quickly and ensures nothing gets lost along the way.

Damaged or Defective Items

If your massage chair arrives damaged or defective, we'll take care of it. For freight deliveries, please inspect your shipment at the time of delivery and report any visible damage within 48 hours. For standard parcel shipments through UPS or FedEx, damage must be reported within 15 days of delivery. In either case, contact us with photos of the damage and your order number, and we will cover all return and replacement shipping costs at no charge to you.

Cancellations

If you need to cancel your order before it has shipped, we'll issue a full refund with no questions asked. Once an order has shipped, it falls under our standard return policy. If you're unsure whether your order has left our facility, reach out and we'll check for you immediately.

Refund Processing Time

Once we receive your returned item and confirm that it meets our return conditions, your refund will be processed within 7 business days. Refunds are issued to your original payment method, and your original shipping costs will be included in the refund. Please note that your bank or credit card company may take additional time to post the refund to your account.

Our Error vs. Customer-Initiated Returns

We believe in owning our mistakes. If you received the wrong item, a defective product, or something that doesn't match what was described on our site, we cover all shipping costs for the return and replacement — no exceptions. For customer-initiated returns where the product is not defective and was accurately described, return shipping is the customer's responsibility.

Exchanges

We're happy to help you exchange a product if a different model would better suit your needs. To start an exchange, contact us at support@goodwinmassagechairs.com with your order number and the item you'd like instead. The customer is responsible for return shipping on the original item as well as shipping costs for the new item. We'll do our best to make the transition as seamless as possible.

Our Commitment to You

We understand that purchasing a massage chair online requires a level of trust, and we don't take that lightly. Our goal is never to make a return difficult — it's to make sure you end up with the right chair for your body and your home. If you have any questions or concerns at any point before or after your purchase, please don't hesitate to reach out. We're here to help, and we'd rather have an honest conversation than a frustrated customer.

Email us anytime at support@goodwinmassagechairs.com.