Refund and Return Policy

At The Relaxation HQ, we are committed to providing our customers with the best possible shopping experience. If you are not completely satisfied with your purchase, we are here to help.

1. Cancellation Policy

1.1 Before Order Ships

  • Free Cancellations: You may cancel your order at any time before it ships, completely free of charge (exceptions apply for custom orders; see below).
  • How to Cancel:
    • Email: Send a cancellation request to info@therelaxationhq.com.
    • Phone: Call us at +1 (786) 459-4863 during business hours.
    • Live Chat: Use the chat feature on our website.

1.2 Custom or Made-to-Order Products

  • Non-Cancellable: Custom or made-to-order products cannot be canceled or refunded once production has begun, as these items are created specifically for your order.
  • Clarification: If you are unsure whether your order is custom or made-to-order, please contact us before placing your order.

2. Return Policy

2.1 Return Window

  • Time Frame: You have 30 days from the date you receive your product to initiate a return.

2.2 Eligibility for Returns

  • Condition: Items must be:
    • In their original packaging.
    • Unopened and unused.
  • Proof of Purchase: Please provide the receipt or proof of purchase.

2.3 How to Initiate a Return

  • Contact Us:
  • Return Authorization: We will provide you with return instructions and an authorization number.
  • Important: Items sent back without first requesting a return will not be accepted.

2.4 Return Shipping Costs

  • Customer Responsibility: You are responsible for all return shipping costs.
  • Restocking Fee: A restocking fee of 25% may apply to certain products.

3. Exchanges

  • Process:
    • If you wish to exchange your product, please follow the return process above.
    • Once the return is accepted, you may place a new order for the desired item.
  • Shipping Costs: You are responsible for shipping costs associated with returning the original item and shipping the new item.

4. Refunds

4.1 Processing Refunds

  • Inspection: Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.
  • Approval: If approved, the refund will be processed to your original payment method.
  • Processing Time: Refunds are typically processed within 5 business days.
  • Bank Processing Time: Please allow additional time for your bank or credit card company to process and post the refund.

4.2 Restocking Fees

  • Applies To: A restocking fee of 25% applies to outright returns due to increased shipping costs.

5. Damages and Issues

  • Inspection Upon Delivery:
    • Please inspect your item(s) upon arrival.
    • Note any damage on the delivery receipt when signing.
  • Reporting Damage:
    • Time Frame: Report any damages within 24 hours of delivery.
    • Information Needed:
      • Photos of the damage, packaging, and SKU number.
      • Brief description of the issue.
    • Contact: Email the information to info@therelaxationhq.com.
  • Resolution: We will work with you promptly to resolve the issue, which may include processing an insurance claim, providing a replacement, or issuing a refund.

6. Non-Returnable Items

  • Custom or Made-to-Order Products: Cannot be returned or refunded.
  • Final Sale Items: All sales are final for custom-made and made-to-order products.

7. BOGO Promotions

  • Return Policy:
    • Both Items: In the event of a Buy One Get One (BOGO) promotion, both items must be returned for a full refund.
    • Single Item Return:
      • If only one item is returned, you will receive a replacement or store credit for the value of that item when purchased individually.
  • Shipping Costs: You are responsible for actual return shipping charges and any applicable restocking fees.
  • Refund Method: Refunds will only be issued to the original credit card used when placing your order.

8. Chargebacks

  • Our Commitment:
    • We strive to provide fair policies and excellent customer service.
    • Our team is available to assist you with any issues.
  • Resolution Process:
    • If you have not received a product or have an issue, please contact us first so we can resolve it together.
  • Fraudulent Chargebacks:
    • Filing a fraudulent chargeback may result in legal action.
    • We encourage open communication to address any concerns.

9. Acceptance of Terms

  • By making a purchase from The Relaxation HQ, you acknowledge that you have read, understood, and agree to the terms and conditions outlined in this Return and Refund Policy.
  • Individual Product Policies: Some products may have specific return and refund policies as stated on their individual product pages.

10. Contact Us

If you have any questions or need assistance, please contact us:

  • Email: info@therelaxationhq.com
  • Phone: +1 (786) 459-4863
  • Customer Support Hours:
    • Monday – Friday: 8:00 AM to 6:00 PM CST

Thank you for shopping with The Relaxation HQ. We appreciate your business and are committed to providing you with the best possible service.

Note: This Return and Refund Policy is subject to change without prior notice. Please review this policy periodically for any updates.