RETURN POLICY AND PROCEDURES

We at RelaxRate.com hope every product you purchase meets or exceeds your expectations, but fully understand that is not always possible. If you are not satisfied with your purchase , we will gladly arrange a return within 30 days of receipt.

Shipping and handling charges will be withheld from refunds for items returned for reasons other than damages or defects. RelaxRate.com assumes shipping costs (Free Shipping) only on items that are not returned. Shipping costs we incur to ship orders will be withheld from refunds when items are returned. Special order or custom made items (non-standard office chairs, towel warmers etc.) cannot be returned.

Items received damaged must be reported within 7 business days after delivery. Please open and inspect items upon receipt. If your item(s) arrive damaged, contact us immediately and do NOT discard the packaging. Initiating and settling insurance claims with transport carriers is contingent upon their collecting and examining both the product AND packaging.

Within 30 days of delivery, items may be returned in new or like new condition – in original packaging –  for exchange or refund. A Return Authorization (RA) number is required for all returns. Instructions and policy criteria below pertain to all returns including defective items and items that may have been damaged during shipping.

Items returned more than 30 days after delivery, in any condition other than new or like new, without an RA number or missing parts will be evaluated and assessed a restocking fee, refused or rejected, or held for you to claim at our discretion.

Federal health regulations prohibit RelaxRate.com from taking returns on used cooking items, used bedding, used clothing pieces, and used commodes.



How Do I Return an Item?

STEP 1:

Return Checklist - Please be sure your product return meets the following criteria:

  • Your product is in new condition.
  • You have all original packaging.
  • You are requesting your return within 30 days of purchase.

STEP 2:

Contact RelaxRate.com for your Return Authorization Number (use form below).

  • Please do not return your product directly to the manufacturer or distributor unless instructed to do so.
  • All Returns must be arranged with a Customer Service Representative within 30 days after delivery and assigned an RA# (Return Authorization Number).
  • Packages without an assigned RA# will be refused.
  • Please contact a Customer Returns Specialist directly by submitting an online request for RA# and return instructions by clicking the link below. Please be sure to include your reason for return.

CLICK HERE TO FILL OUT A RETURN AUTHORIZATION REQUEST FORM

STEP 3:

A RelaxRate.com Customer Care representative will respond to your request within 48 hours, with an RA# and shipping address for your return.

  • Please allow 48 hours to receive your RA#.
  • Packages received without a Return Authorization Number will be refused and returned.

STEP 4:

Return product is repackaged, RA# affixed to package and package is shipped to designated Return Facility.

  • You will be issued an RA# (Return Authorization Number) to include on the shipping label of the returning package.
  • We recommend using a shipping method that provides tracking so you can check the status of your return.
  • For your protection, please insure the package for its full value.
  • Please allow up to 15 business days after it's received to inspect your return and process your refund. You will receive an email notification with a copy of your credit transaction.
  • RA numbers expire 30 days after they're issued, so please contact us if you are not able to return within that time frame.

STEP 5:

Product is received, inspected and refund is issued.


Refunds are based on the following guidelines:

  • New - Unopened. Unused. Full Merchandise Refund less outbound shipping charges we incurred shipping item to you and restock fees if applicable. Shipping charges are not refundable.
  • Like-New — Box or Factory Packaging opened, item in new condition. Refund amount depends on inspections, less outbound shipping if applicable.
  • Refunds will not be issued for products that are soiled, damaged, missing parts or returned without an assigned RA#
  • We are unable to issue refunds on returned items that show wear due to installation or activation procedure.
  • Products that require the use of combustible material such as Patio Heaters and Nitro RC cars cannot be returned if used.

*Free Ground Shipping in the contiguous USA is standard on most products sold at RelaxRate.com. In the event of a return, returned items will have actual UPS or FEDEX shipping costs deducted at the time of refund.

Orders canceled after they've shipped will be treated as a return. Shipping and all associated costs will be deducted from refund.

Any order refused at delivery (without prior arrangement and approval of a Customer Care Specialist) will be treated as a return. Shipping and all associated costs including manufacturer's restock fees will be deducted from refund.

Towel Warmers: Manufacturer's restock fees will be deducted from refunds for Warmrails and Jeeves Branded Towel Warmers if item is returned for reasons other than freight damage or defects.

Custom/Made to Order Products: Manufacturer's restock fees will be deducted from refunds for all made-to-order items with custom fabric, options, upgrades or other modifications after manufacturing has begun if cancelled refused or returned.



Revised: 3/22/2012