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Refund policy

1. Our Commitment

At ReclineWell, we stand behind every product we sell. As an authorized dealer, all products come with full manufacturer warranties. Return windows and conditions vary by product category and brand — the terms that apply to your item are listed in Section 2 and on the product page. Where a product page lists specific shipping, return, or warranty terms, those terms govern for that item. We want you to be completely satisfied with your purchase — and if something isn't right, we will work with you to make it right.

2. Return Windows by Product Category

Return eligibility depends on the product category. Each window begins on the confirmed delivery date.

A. Adjustable Beds (Ortho Mattress) — For hygiene reasons these bases are a final-sale item once delivered. You may cancel any time before the order ships for a full refund; once delivered, they cannot be returned or refunded. Items that arrive damaged or defective are covered under Section 10.

B. Recliners, Lift Chairs, Swivel Chairs & select Adjustable Beds (Unique Piece Furniture) — Returns accepted within 10 days of delivery, in original condition with original packaging. A 25% restocking fee applies and return transportation is arranged and paid by the customer. Special-order items cannot be returned or refunded.

C. Massage Chairs (KoziSense) — Returns accepted within 30 days of delivery. If the chair arrives with a defect or transit damage, KoziSense arranges free pickup and a replacement or refund. For all other returns, return and exchange shipping is the customer's responsibility and the item must be in original condition and packaging.

D. Massage Chairs (Kahuna) — Returns accepted within 30 days of delivery. The customer is responsible for return freight and a 15%–35% restocking fee. White-glove delivery is non-refundable, and original packaging plus an RMA are required. Chairs defective at the time of delivery are exchanged for the same model at no additional shipping cost.

E. All Other Brands — Returns accepted within 30 days of confirmed delivery for any of the following reasons: the product arrived damaged or defective; the product is materially different from what was described on our website; or the product does not function as described.

Returns requested outside the applicable window will not be accepted unless the item has a valid manufacturer warranty claim, in which case the warranty process applies instead.

3. Conditions for Return Eligibility

To be eligible for a return, your item must meet all of the following conditions:

  • The return is requested within the applicable return window for your product category (see Section 2)
  • The item is in its original condition — unused, unassembled where applicable, and free of any damage caused by the customer
  • All original packaging, accessories, manuals, and components are included
  • A Return Merchandise Authorization (RMA) number has been issued by ReclineWell prior to return shipment

Items that do not meet all of these conditions will not be accepted and will be returned to the customer at their expense.

4. Non-Returnable Items

The following items are not eligible for return:

  • Adjustable bed bases after delivery (final sale)
  • Special-order, custom, or made-to-order items
  • Items that have been assembled, used, or show any signs of wear
  • Items with missing original packaging or components
  • Items damaged due to misuse, improper assembly, or failure to follow manufacturer instructions
  • Clearance or open-box items marked as final sale at the time of purchase
  • Items returned without a valid RMA number — unauthorized returns will be refused and returned to sender

5. How to Initiate a Return

Follow these steps to start a return:

Step 1 — Email support@reclinewell.com with your order number, the item or items you wish to return, your reason for the return, and photos if the item arrived damaged or defective.

Step 2 — Our team will review your request within 2 business days and issue an RMA number if your return is approved. Do not ship anything back before receiving your RMA number.

Step 3 — Ship the item back using the carrier and instructions provided with your RMA confirmation. Items shipped back without a valid RMA will be refused at our warehouse.

Step 4 — Once we confirm receipt and inspection of the returned item, your refund will be processed within 5–10 business days.

6. Return Shipping Costs & Restocking Fees

Return shipping costs and any restocking fees depend on the brand and the reason for the return:

Damaged or defective items — ReclineWell or the manufacturer covers return shipping; for KoziSense, free carrier pickup is arranged at no charge to you.

Customer remorse (changed mind, ordered wrong item, no longer needed) — The customer is responsible for all return shipping costs, and a restocking fee applies depending on brand: 25% (Unique Piece Furniture) or 15%–35% (Kahuna). Adjustable beds (Ortho Mattress) are final sale and are not eligible for remorse returns. For large items such as massage chairs, adjustable beds, and lift chairs, return freight typically ranges from $150–$400 depending on your location and the size and weight of the item. Restocking fees and freight are deducted from your refund amount.

Refused deliveries — If a delivery is refused without prior written authorization from ReclineWell, the customer will be charged for both the outbound and return freight costs. Both charges will be deducted from the refund.

7. White-Glove Delivery Fee

If you selected and paid for white-glove delivery at checkout, please note the following:

  • The white-glove delivery fee is non-refundable once the delivery has been scheduled and confirmed with our delivery partner, regardless of whether the item is subsequently returned
  • If you return an item after white-glove delivery has been completed, the original white-glove fee will not be refunded and will be deducted from your refund in addition to any applicable return freight costs
  • If you cancel your order before white-glove delivery has been scheduled, the white-glove fee will be refunded in full

8. Refund Processing

Once your return is received at our warehouse and inspected, we will notify you of the approval or rejection of your refund within 2 business days of receipt.

  • Approved refunds are issued to your original payment method within 5–10 business days of approval
  • Credit card refunds may take an additional 3–5 business days to appear on your statement depending on your card issuer
  • Partial refunds may be issued for items returned with missing components, damaged packaging, or signs of use
  • Financing refunds through Affirm or Klarna are processed back to those accounts and governed by their respective refund terms

9. Cancellations

Orders may be cancelled without penalty within 24 hours of placement, provided the order has not yet been processed or dispatched by our supplier. Adjustable bed bases may be cancelled for a full refund any time before they ship. To cancel, email support@reclinewell.com immediately with your order number and the subject line "Order Cancellation."

Once an order has been dispatched from our supplier's warehouse, it cannot be cancelled and must go through the standard return process outlined above.

Custom, special-order, or made-to-order items cannot be cancelled once the order has been confirmed with the supplier, regardless of how much time has passed since placement.

10. Damaged or Defective Items

If your item arrives visibly damaged or develops a defect within the manufacturer warranty period, contact us immediately at support@reclinewell.com. Include your order number, a clear description of the issue, and photographs or video of the damage or defect. Please report shipping damage within the window for that brand: 48 hours (Ortho beds and most brands), 3 days (Unique Piece Furniture items), or noted on the delivery receipt at the time of delivery (Kahuna freight).

We will coordinate directly with the manufacturer to arrange a repair, replacement, or refund at no cost to you. Do not attempt to repair the item yourself before contacting us, as self-repair may void the manufacturer warranty.

11. Manufacturer Warranty

As an authorized dealer, all products sold by ReclineWell include the full manufacturer warranty. Warranty periods and coverage terms vary by brand and product and are listed on each individual product page — for example, KoziSense KZ-L66 (5-year) and KZ-605 (3-year), Unique Piece Furniture (typically 1 year), and Kahuna (per Kahuna's manufacturer warranty). Warranty claims are handled in coordination with the respective manufacturer and are a separate process from our return policy.

Purchasing from an unauthorized dealer may void your manufacturer warranty entirely. ReclineWell's authorized dealer status ensures your warranty is fully valid from the date of delivery.

12. Contact Us

For return requests, refund questions, or warranty claims, contact our team:

Email: support@reclinewell.com Phone: +1 (878) 732-5463

Hours: Monday–Friday, 9 AM–8 PM ET

Please include your order number in all communications so we can assist you as quickly as possible.

This policy does not limit or exclude any rights you may have under applicable state or federal consumer protection law. ReclineWell reserves the right to update this policy at any time. Changes will be posted on this page with an updated effective date.