40-Day Satisfaction Guarantee
At Kollecktiv, we want every customer to feel confident when purchasing a massage chair. We stand behind the quality of our products and offer a clear, fair, and customer-friendly return and exchange process.
Because massage chairs are oversized freight items, shipping and delivery costs are significantly higher than standard parcel shipments. To keep our policy transparent and fair, please review the terms below before placing your order.
Kollecktiv offers a 40-Day Satisfaction Guarantee from the date your massage chair is delivered.
If you are not satisfied with your chair, you may request a return or exchange within 40 days of delivery, as long as the product meets the return conditions listed below.
Damaged, Defective, or Incorrect Items
If your massage chair arrives damaged, has a verified functional defect, or you receive the wrong item due to our error, please contact us within 48 hours of delivery and provide clear photos or videos of the issue.
For verified shipping damage, product defects, or errors caused by Kollecktiv, we will take responsibility and help resolve the issue at no additional cost to the customer.
Depending on the situation, Kollecktiv may provide:
- Troubleshooting support
- Replacement parts
- Technician repair service
- Product replacement
- Refund, if the issue cannot be reasonably repaired or resolved
For large products such as massage chairs, repair support or replacement parts may be the first solution when the issue can be reasonably fixed. If the product cannot be repaired, or if the damage is serious enough that repair is not practical, Kollecktiv may arrange a replacement or refund based on the situation.
Customers will not be responsible for additional shipping costs when the return, replacement, or repair is due to verified damage, defect, or an error on our part.
Non-Defective Returns / Personal Preference Returns
If the massage chair is delivered in good working condition and the return is requested for personal preference or change-of-mind reasons, the return will be considered a non-defective return.
Examples include:
- You changed your mind.
- You ordered the wrong model or color.
- The chair does not fit your space.
- You do not like the size, design, color, or appearance.
- The massage strength or comfort level does not match your personal preference.
- You prefer a different model.
- You no longer need the product.
For approved non-defective returns, Kollecktiv does not charge a restocking fee. However, the customer is responsible for actual freight and service costs already incurred.
These costs may include:
- Original outbound freight cost from our warehouse to your address, even if free shipping was offered at checkout
- Return freight cost back to our warehouse
- White glove delivery, in-home placement, installation, or moving service fees, if applicable
- Remote area surcharges, including Alaska, Hawaii, islands, or other non-contiguous U.S. locations
- Carrier storage fees, redelivery fees, appointment fees, or other carrier-related charges
- Additional packaging or handling fees if the original packaging is missing or unusable
Once the returned chair is received and inspected, the refund will be issued to the original payment method minus applicable shipping, freight, service, packaging, and carrier-related costs.
Return Eligibility
To be eligible for a return:
- The return request must be submitted within 40 days of delivery.
- The chair must be in like-new condition.
- The chair must be clean, undamaged, and free from stains, odors, scratches, misuse, or improper handling.
- All original accessories, manuals, remote controls, power cords, and parts must be included.
- The chair must be returned in its original packaging, including the original box, pallet, foam inserts, and protective materials.
- The return must be approved by Kollecktiv before the product is shipped back.
Returns sent back without prior authorization may be refused.
Original Packaging Requirement
Because massage chairs are oversized freight items, the original packaging is required for a safe return.
Please keep all original packaging materials for at least 40 days after delivery, including:
- Original box
- Pallet
- Foam inserts
- Protective wrapping
- Accessory packaging
If the original packaging is missing, damaged, or not suitable for return shipping, additional packaging or handling fees may apply.
Returns that are improperly packed and damaged during return transit may be refused or may result in deductions from the refund.
Exchange Policy
If you would like to exchange your massage chair for another model, please contact us within 40 days of delivery.
Approved exchanges are subject to product availability.
For exchanges due to verified damage, defect, or an error on our part, Kollecktiv will help arrange the appropriate solution at no additional cost to the customer.
For exchanges due to personal preference, the customer may be responsible for:
- Price difference between models
- Original freight cost
- Return freight cost
- New outbound freight cost
- White glove, moving, or installation service fees, if applicable
Refused Delivery or Cancellation After Shipment
If an order has already shipped from our warehouse and the customer chooses to cancel, refuse delivery, or request a return-to-sender for personal reasons, the customer will be responsible for all shipping costs already incurred.
These costs may include:
- Original outbound freight
- Return freight
- Carrier intercept fees
- Storage fees
- Redelivery fees
- Remote area surcharges
- White glove or moving service fees, if already scheduled or completed
If you need to cancel your order, please contact us as soon as possible. We will do our best to help before the order leaves our warehouse.
White Glove Delivery, In-Home Placement, and Moving Services
White glove delivery, in-home placement, installation, and third-party moving services are service-based fees.
Once these services have been completed, the fees are non-refundable, unless the return is caused by verified product damage, defect, or an error on our part.
If a customer requests a return for personal preference reasons, completed service fees will be deducted from the refund.
Remote Area Shipping
Our standard free shipping policy applies to the contiguous United States only.
Shipping to remote or non-contiguous locations may require additional fees. These areas may include, but are not limited to:
- Alaska
- Hawaii
- Puerto Rico
- U.S. islands
- Remote or limited-access delivery areas
If an order is shipped to a remote area and the customer requests a non-defective return, all actual outbound and return freight costs will be the customer’s responsibility.
Refund Process
Once your return is approved, Kollecktiv will provide return instructions.
After the returned massage chair arrives at our warehouse, our team will inspect the product to confirm its condition.
If the return is approved after inspection, the refund will be processed to the original payment method within 7 business days.
Your bank, credit card company, PayPal, Affirm, Klarna, Afterpay, or other payment provider may require additional processing time before the refund appears in your account.
Refund deductions may apply if the returned product has:
- Missing parts or accessories
- Missing manuals or remote controls
- Damage caused by misuse or improper handling
- Stains, odors, scratches, or visible wear
- Missing or damaged packaging
- Damage caused by improper repacking during return shipping
Our customer service team is dedicated to making your experience with Kollecktiv as smooth and pleasant as possible. If you have any questions or concerns about our return and exchange policy, please do not hesitate to reach out.
Email: [email protected]
WhatsApp: +1 (706) 452-1787
At Kollecktiv, we stand behind our products and are here to support you every step of the way. Your satisfaction is our top priority, and we strive to ensure that you can shop with confidence and enjoy the luxury and relaxation our massage chairs offer.
