Refund policy

Return & Refund Policy

At RELAXVO, we want you to be completely satisfied with your purchase. If for any reason you are not, please review our return guidelines below.

Return Summary:
• Return Window: 30 days from the date of delivery.
• Return Method: By Mail (Designated warehouse address provided with RMA).
• Item Condition: Brand new, unused, and in original packaging.
• Return Shipping Fees: Covered by RELAXVO for damaged/defective items. Responsibility of the customer for buyer's remorse.
• Restocking Fees: $0 for standard brands. 15% or 25% for Kahuna Chair depending on packaging (detailed below).

1. Return Window
Items may be returned within 30 days from the date of delivery.

2. Return Process & Eligibility
To initiate a return, please contact us at support@relaxvo.com or call us at +1 815-916-6160 to obtain a Return Merchandise Authorization (RMA) number. Returns shipped without a visible RMA number may be delayed or refused.

• Item Condition: To be eligible for a return, items must be in brand new, unused, and resalable condition, inside their original packaging.
• The return must be accompanied by a receipt or invoice.
• For warranty service after the initial 30-day return window, units should be handled directly through the appropriate manufacturer's warranty process.

3. Non-Returnable & Final Sale Items
The following items cannot be returned (unless they arrive damaged or defective):
• Personalized or customized items.
• Clearance or final sale products (as explicitly marked on the product page or invoice).
• Custom-built items, including Liberty Spas products, are strictly non-returnable and final sale (this will also be clearly noted on the product page).

4. Restocking Fees by Brand
Because we partner with different manufacturers, specific restocking fees and eligibility rules vary by brand.

• Kahuna Chair:
  - 15% Restocking Fee: Applies to items returned open-box, but in clean, unused, and resalable condition inside its original factory packaging.
  - 25% Restocking Fee: Applies to items returned open-box, but in clean, unused, and resalable condition without its original factory packaging.
• All Other Brands (Standard Store Policy):
  - $0.00 (No Restocking Fee): For all standard brands not explicitly listed above, items returned unopened and in original packaging incur no restocking fees.
• Defective Items Exception: No restocking fee will ever be charged if the return is a result of our error (e.g., incorrect, damaged, or defective item received).

5. Return Shipping Fees & Address
• Customer Responsibility (Buyer's Remorse): Customers are responsible for arranging and paying for the cost of return shipping for returns due to buyer's remorse (e.g., product does not fit, item no longer wanted). Original shipping costs paid at checkout are non-refundable. 
• RELAXVO Responsibility (Our Error): We will provide a free, pre-paid return shipping label via email and cover all shipping costs if the return is a result of our error (defective, damaged, or incorrect item received).

Return Address Notice: All returns must be sent via mail. The specific designated return warehouse address will be provided to you directly along with your RMA number. Please do not ship items back without an RMA and the correct warehouse address.

For oversized, overweight, or truck-freight items, special return arrangements may be required. We recommend using a trackable shipping service for all returns.

6. Exchanges
We do not process direct exchanges. If you need a different item, please return the original product in accordance with our return policy and place a new order for the desired item.

7. Refund Processing Time
Approved returns will be refunded to your original payment method.
• Please allow 3 to 5 business days for the refund to be processed after we receive and inspect the returned product.
• It may take an additional 3 to 7 business days for the credit to appear on your bank statement, depending on your financial institution's processing times.

8. Damaged or Defective Items
If your order arrives damaged or defective:
• Notify us within 5 business days of delivery.
• Provide photos of the item and packaging to support@relaxvo.com.
• We will arrange a replacement or full refund at no additional cost and cover all associated shipping charges.

Contact Us
For any questions regarding our return and refund policy, please reach out to us at:

Email: support@relaxvo.com
Phone: +1 815-916-6160
1000 Essington Rd, 1st Floor, Joliet, IL 60435