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Return & Refund Policy

Last Updated: February 1, 2026

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through AMB Stores LLC (Store name: The Massage Chair Specialists) website located at https://themassagechairspecialists.com/ ("Website"). The below policy is The Massage Chair Specialists general store Refund & Return Policy, operating within the USA market only at the time.

We coordinate all returns with the product supplier/brand/manufacturer but customers do not contact suppliers directly. When a purchase is confirmed via our website we handle the return process on your behalf and act as your main point of contact from start to finish. We will work with you to offer you the best solution possible.

Each brand has its own return window and conditions, which are displayed on the product and/or checkout page and summarized in Section 10 below. Please review each one carefully on our website before purchasing. We take great pride in offering a smooth returns process, where we put the customers' needs first. 

If any return window or condition listed on a product page differs from this policy, the product page information at the time of purchase will always apply.

We comply with all applicable federal and state consumer protection laws. California residents are entitled to all rights under California consumer protection laws, including the right to a full refund if a product is defective, damaged, or not as described. Nothing in this policy limits your rights under applicable U.S. or California consumer protection laws.

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

    • Company Name: AMB Stores LLC (Store name: The Massage Chair Specialists)

3. Return Eligibility

The terms and conditions below are only eligible to products/orders shipped to Contiguous USA. We do not accept orders outside of this region at this time.

3.1 Conditions for Return

  • Return Window: Our general store refund window is 30 days from the day of arrival. However since we are an online retailer of many brands, different brands offer different return windows. The applicable return window for your purchase is clearly stated on the product page and summarized in Section 10 of the policy below for more information and a breakdown of the return windows. 
  • Refund processing time: 7 days
  • Unused and Undamaged: The item must be unused, undamaged, and in the same condition that you received it.
  • Original Packaging: The item must be in the original packaging/box, with all labels and tags attached.
  • Proof of Purchase: A receipt or proof of purchase is required.
  • Contiguous USA only: The Contiguous USA is the only geographical location we are doing business in/shipping to during this time. 
  • Restocking fees: A restocking fee is a deduction from the total refund amount. Such fees helps cover inspection, repackaging, and handling costs for large high value freight shipments and are separate from the product cost. Our general store restocking fees are zero. However, these fees vary by supplier/product purchased. See section 8.2 below for more information.
  • Financing fees: Financing provider fees (if any) are non-refundable. These fees are charged by the financing provider, are separate from the product price and may vary depending on the provider’s terms.
  • Products shipped from Overseas: Not eligible for return or refund, however exceptions apply only for items that arrive damaged, defective, or not as described.

4. Return Process

4.1 Initiating a Return

To initiate a return:

Contact Customer Service:

  • Please notify us of any damage as soon as possible (ideally within 7 days of receiving your order), email us at info@themassagechairspecialists.com or call +1 (302) 208-7919 so we can resolve the issue promptly.
  • Provide your order number and a detailed reason for the return.

Return Authorization:

  • After reviewing your request, we will provide detailed return instructions and, if applicable, a Return Merchandise Authorization (RMA) number and a prepaid shipping label.

4.2 Preparing Your Return

Package the Item Safely:

  • Securely pack the item in its original packaging.
  • Ensure all accessories, manuals, and free gifts are included.
  • The customer is responsible for dis-assembling the product and packaging it into its original packaging.
  • Items should be returned in their original packaging where possible. If original packaging is unavailable, please contact us an we will assist in arranging suitable packaging options. Additional packaging costs may apply.

Include Documentation:

  • Include the return authorization form and any necessary supporting documents or images.

Attach Shipping Label:

  • Download and print the return shipping label provided in our email.
  • Affix the label to the outside of the package.

4.3 Shipping the Return

  • Ship the package within 7 days of receiving the return authorization form.
  • Shipping Method:
    • Use a trusted Shipping Method (DHL, UPS etc) with a trackable courier service to ensure your package arrives safely. We AMB Stores LLC (Store name: The Massage Chair Specialists) will not be liable for this return shipment.

5. Return Shipping Costs

  • Customers Responsibility:
  • All return shipping costs both ways are the responsibility of the customer unless we AMB Stores LLC (Store name: The Massage Chair Specialists) or the supplier were at fault. Costs such as shipping and restocking fees.

6. Specific Return and Refund Conditions

6.1 Returns Due to Change of Mind

  • Eligibility:
    • Items must be unused, undamaged, and in original packaging.
    • Items may be eligible for return within the return window provided by the brand/supplier, as listed on the product and/or checkout page and summarized in Section 10 below.
  • Refund:
    • A refund will be issued to the original payment method, minus any applicable restocking fees. 

6.2 Defective or Damaged Goods

  • Notification:
    • Contact us within 7 days of receiving the item.
  • Documentation:
    • Provide photos or videos of the defect or damage.
  • Resolution:
    • If you experience any damages, technical or quality problems with your product, we’ll coordinate with the manufacturer to ensure the issue is resolved, whether that means repairing the chair, replacing it, or exchanging it for a comparable or superior model. We will liaise with supplier and their shipping policy in place and work with you on the matter. We’re committed to making things right and we like to honor fair business practices.
     

6.3 Incorrect Product Received

  • Notification:
    • Inform us immediately upon receipt.
  • Resolution:
    • We will arrange for the incorrect item to be returned (at our expense) and ensure you receive the correct product.

6.4 Product Never Arrived

  • Notification:
    • Contact us if your product does not arrive within the estimated delivery time.
  • Resolution:
    • We will initiate an investigation with the carrier.
    • If the product is confirmed lost, we will offer a full refund or send a replacement product.

6.5 Order Cancellation

  • Before Shipment:
    • You can cancel your order for a full refund if it has not yet been shipped, free of charge.
  • After Shipment:
    • If you decide to cancel your order after your product(s) has already been shipped, you will be responsible for the shipping costs that have accrued, along with a 3% credit card processing fee. Subject to change and also to the individuals suppliers policy at the time.

 

7. Returns Not Accepted – Warranty and Damaged Item Coverage Apply

  • The following overseas supplier do not permit returns/refunds and are considered final sale. Thus our (AMB Stores LLC (Store name: The Massage Chair Specialists) policy mirrors this. These products are shipped from overseas to contiguous USA. These products are clearly marked the product and/or checkout page:
    • Rocozyer

  • Exceptions apply only for items that arrive defective, damaged, or not as described - if this is the case, we will work with the supplier to provide repair, replacement, or other appropriate remedies in accordance with U.S. consumer protection laws.

  • This brand/supplier mentioned above offer warranties. See section 11 below for more details.
  • Our customer support will be available for any troubleshooting or technical support you may have anytime. We want to offer you an extensive customer support experience to the best of our ability.

 7.1 Optional Services and Fees

  • All Express/Threshold/White Glove Delivery services are optional delivery services for an additional fee that are separate from the product price. Unless stated otherwise on the product page.
  • Such optional delivery services are non-refundable. If you select Threshold/White Glove Delivery and later decide to return your chair, you will be responsible for all shipping costs related to your order. 
  • Returning the product does not include a refund for the delivery service; you are responsible for any service fees paid.

 

  • Financing provider fees (if any) are non-refundable. These fees are charged by the financing provider, are separate from the product price and may vary depending on the provider’s terms.

8. Refunds

8.1 Refund Conditions

  • Approval:
    • Refunds are issued after the supplier receives and inspects the returned item.
  • Notification:
    • We will notify you via email regarding the approval or rejection of your refund.
  • Condition:
    • Items must meet the return eligibility criteria outlined in previous sections.

8.2 Refund Processing

  • Method:
    • Refunds will be processed to the original payment method used at the time of purchase. Minus shipping both directions and restocking fees if any.
  • Time Frame:
    • It may take up to 7 days for the refund to appear in your account, after your return product has been cleared for a refund, depending on your bank or credit card issuer.
  • Brand-by-brand Restocking fees:
  • Medical Breakthrough: 25%.
  • VEVOR: 0%.
  • Nouhaus: $40-400, dependent on the product purchased, see specific product pages for more information.
  • Wanko Massage Chairs: 15%.
  • Kahuna Chair: 15-50%, dependent on the condition of the product.
  • Rocozyer: Final Sale. Returns accepted only if damaged, defective, or not as described.
  • KoziSense: $200 for all products.

 

  • These fees are not capped at a certain price and do not include shipping costs. The customer must pay for the shipping costs both ways if a product is exchanged.
  • Exact restocking fees for each product will be displayed on the product and/or checkout page.

8.3 Partial Refunds

Partial refunds may be granted in certain situations, subject to agreement with AMB Stores LLC (Store name: The Massage Chair Specialists).

  • Condition Issues:
    • Items not in original condition, damaged, or missing parts for reasons not due to our error. This also applies to products shipped from Overseas to the US. 
  • Late Returns:
    • Items returned more than 30 days after delivery is deemed not eligible for return.
  • Products Shipped from Overseas:
    • Our products that are shipped from overseas, all of our suppliers do not offer returns and refunds for USA shipped products. Although, if you are dissatisfied with the product, please contact us as soon as possible, and due to our strong relations with these brands, we will try our best to come to some conclusion/compromise/partial refund. Partial refunds may be granted only at our discretion in cases of dissatisfaction. These refunds do not include optional delivery or financing fees.

9. Exchanges

  • Eligibility:
    • Each supplier has their own Exchange policy, we AMB Stores LLC (Store name: The Massage Chair Specialists) mirror their existing policy. Please let us know that you wish to exchange a product as soon as possible and we will work with you to the best of our ability.
    • Exchanging a massage chair/products often requires it to be disassembled and repackaged, any price difference between the two models will either be refunded or charged accordingly. 
    • All exchanged products are then final sale.
  • Process:
  • Shipping Costs:
    • For defective or incorrect items, we cover the shipping costs.
    • For exchanges due to change of mind, customers are responsible for shipping costs both directions.
    • Once a non-defective chair has been exchanged, it is no longer eligible for return.
     

9.1 Brand-By-Brand Exchange Eligibility Timeframe:

      • Medical Breakthrough: 7 days from the day of delivery.
      • VEVOR: 30 days from the day of delivery.
      • Nouhaus: 30 days from the day of delivery.
      • Wanko Massage Chairs: 30 days from the day of delivery.
      • Kahuna Chair: 30 days from the day of delivery.
      • Rocozyer: Final Sale. Returns accepted only if damaged, defective, or not as described.
      • KoziSense: 30 days from the day of delivery.

10. Timelines

  • Return Window:
    • This return window can vary from Brand to Brand. Below is a breakdown of such. 
      • Brand-by-brand Return Window:
      • Brands with a 30 day return window: Wanko Massage Chairs, Kahuna Chair, VEVOR, Nouhaus, KoziSense 
      • Brands with a 7 day return window: Medical Breakthrough,
  • Return Processing:
    • After receiving and inspecting the returned item, we will process the refund within 7 days.
  • Refund Period:
    • It may take up to 3-5 business days for the refund to appear in your account after approval. Minus the freight and restocking fees, if any.

11. Warranty

Warranties are provided by the suppliers and vary depending upon the individual supplier. If an item was damaged upon arrival, and not reported to us within the set amount of days (7-30), this is not covered by most policies.

 

  • Medical Breakthrough: All Medical Breakthrough's Massage Chairs include a 3-year warranty, and if you encounter any issues, a technician will be sent to your home for a free repair within 1 year.

 

  • VEVOR: 1 year warranty on all products

 

  • Nouhaus: 1-3 year warranty, specific to the product purchased. See individual product page for more details.

 

  • Wanko Massage Chairs: Free labor and repairs for the first 1 year & any parts covered within 5 years from the date of purchase.

 

  • Kahuna Chair: Dependent on the product purchased, Dios products vary from 2-3 year warranty and 1 year labor and parts warranty available on all Kahuna Chair massage chairs. The exact warranty depends on the product you purchased, please read carefully before purchasing.

 

  • Rocozyer: 
    • 2 year Guarantee 
    • Lifelong Maintenance Service 
    • Updates can be made via software updates when required

 

  • KoziSense:
    • Lifetime Virtual Technical Support
    • Year 1: Full Service including Free Parts + Labor 
    • Year 2 & 3: Cost of parts included although only labor is not

 

  • For more information on warranties, please see our Brand-by-Brand Warranty page.

12. BOGO Promotions

  • In the event of a BOGO promotion, both items must be returned for a full refund. If one of the two items is returned, you will get a replacement of that item or store credit for the value of that item when purchased on its own. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges and depending on the manufacturer, potentially a restocking fee. Refunds will only be issued to the original credit card that you used when placing your order.
  • All customers agree that they have read, understand, and agree to the terms and conditions above
  • Individual items will have varying refund and return policies depending on the manufacturer. Please see individual product pages for details.

13. Chargebacks

  • Our team of agents is here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe they are the top in the industry. We are on your team. We are immediately responsive and will do all that we can to help you out and provide the best resolution.
  • Given this, we advise customers to contact us directly for resolution before filing chargebacks. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together as most issues can be resolved faster through our support team than through a chargeback process. Thank you for shopping with us.

14. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

 

Note: By making a purchase on our website, you agree to this Return and Refund Policy.

BY USING THE WEBSITE, YOU AGREE TO THESE TERMS OF USE; IF YOU DO NOT AGREE, PLEASE DO NOT USE THE WEBSITE