RELAXWAY · MASSAGE CHAIRS
365-Day Returns — Terms & Conditions
Extra time to change your mind, with the details explained before you buy.
1. Which purchases qualify?
This voluntary offer applies to Costway massage chairs purchased directly from Relaxway in Australia where 365-Day Returns was advertised for the chair when you ordered. It covers online orders and purchases made directly from our showroom. Keep your order confirmation or another proof of purchase. Purchases from independent stockists, Costway directly or other retailers are handled by the seller on your receipt. Saunas, portable massagers, recovery products and other non-chair items remain subject to the returns policy supplied with those products.
2. The 365-day window
Contact Relaxway within 365 calendar days after delivery to request a change-of-mind return. We will check the order and eligibility, then agree on return instructions and a return date. This extended request period is not a free at-home trial: using the chair makes it ineligible for this voluntary change-of-mind offer. Any stronger promise made to you at purchase continues to apply.
3. Product condition and packaging
For a change-of-mind return, keep the chair in new, unused, resaleable condition, with its original packaging, labels, manuals, remote, cables, accessories and all included parts. It must not have been installed, assembled or modified by you. Display, used, customised or final-sale chairs are excluded only where that exclusion was clearly disclosed before purchase. These conditions do not restrict remedies for faulty or misdescribed goods.
4. Freight and other costs
You pay the return freight for a change-of-mind return. Any delivery or installation service already supplied is not refunded for a change of mind. We will explain the proposed freight charge before you agree to collection; no fixed freight amount is promised because chair size, access and location vary. Do not send a chair to a showroom or warehouse without agreed instructions. If original packaging is missing, contact us before arranging transport; acceptance under this voluntary offer is not automatic.
5. How to request a return
Use our contact form or call 0434 298 176 with your order number, delivery date, chair model and reason for returning it. For a change-of-mind request, photos of the chair and packaging help us assess its condition. Once the return arrangements are agreed, pack every component securely and keep the transport receipt or tracking details. For a fault, describe the problem and include photos or a video if practical; inability to supply photos does not remove your consumer rights.
6. Inspection and refunds
We assess the returned chair against the conditions above and confirm the outcome and any agreed freight deduction. An approved change-of-mind refund covers the amount actually paid for the eligible chair and is returned to the original payment method. We will confirm refund processing with you after inspection. Your bank or payment provider may take additional time to show the credit. For buy now, pay later purchases, continue following your provider’s payment instructions until it confirms the adjustment.
7. Faulty goods and Australian Consumer Law
Your Australian Consumer Law rights apply independently of this voluntary offer and any warranty. They are not limited to 365 days. If goods have a major problem, you may choose a refund or replacement; other remedies may apply for a minor problem. Original packaging and unused condition are not requirements for exercising these rights. For a large or heavy faulty chair, we will arrange collection or cover reasonable return costs as required by law. Contact Relaxway about goods purchased from us; you do not need to pursue the manufacturer instead.
8. How this policy works with other terms
For eligible massage chairs, this policy replaces the standard change-of-mind request period with 365 days. It is a Relaxway offer; Costway’s overseas policies and independent stockists’ policies do not automatically apply to purchases from us. The terms communicated with your order govern that purchase. Later policy changes do not reduce existing promises or legal rights.
