Return & Refund Policy

Returns & Refund Policy

At RedRiver Haven, your satisfaction is our priority. As an Authorized Retailer for Infinity and Kyota massage chairs, we facilitate a seamless return process directly with our manufacturing partners to ensure your high-value equipment is handled with professional care.

1. 30-Day Return Window

You have 30 days from the date of delivery to initiate a return request. Requests made after this 30-day window cannot be accepted due to manufacturer safety and logistics protocols.

2. Return Conditions (Like-New)

To be eligible for a refund, the product must be in New/Resalable Condition:

• Original Packaging: The chair must be returned in its original factory boxes with all internal protective foam. It must be secured on the original shipping pallet to prevent damage during transit.

• Completeness: All manuals, accessories, and remote controls must be included.

• Condition: The unit must be free of any scratches, stains, or mechanical damage occurring after delivery.

3. Fees & Deductions

Because massage chairs are heavy-duty wellness equipment shipped via specialized freight, the following deductions apply to all non-defective returns:

• Restocking Fee: A 15% restocking fee is applied to all returns. This fee covers the manufacturer's cost of multi-point inspection, sanitation, and repackaging.

• Return Shipping: The customer is responsible for the actual cost of return freight shipping. These costs typically range between $250 – $500 depending on your location.

• Non-Refundable Services: Any "In-Home Assembly" or "White-Glove Delivery" fees, if purchased as an upgraded service, are non-refundable once performed.

4. How the Return Process Works

As a retailer, we coordinate your return directly with the Infinity/Kyota fulfillment centers:

1. Request Authorization: Email us at info@redriverhaven.com to obtain a Return Authorization (RA) number.

2. Scheduling Pickup: Once authorized, we will coordinate with the manufacturer’s freight partner to schedule a curbside pickup from your address.

3. Manufacturer Inspection: The chair will be shipped directly back to the manufacturer's specialized warehouse for inspection.

4. Refund Issuance: Once the manufacturer confirms the chair is in resalable condition (typically within 5–7 business days of receipt), we will issue your refund (minus the restocking fee and freight costs) to your original payment method.

5. Damaged or Defective Items

If your Infinity or Kyota chair arrives damaged or with a manufacturing defect:

• Note the damage on the carrier's delivery receipt before signing.

• Contact us within 24 hours with photos of the damage.

• In these cases, we will coordinate with the manufacturer to provide a replacement or repair at no cost to you, and the restocking/shipping fees will be waived.

6. Order Cancellations

• Before Shipment: Orders cancelled within 24 hours of placement that have not yet been processed for shipment qualify for a full 100% refund.

• After Shipment: If an order is cancelled while in transit, it will be treated as a return and will be subject to "Intercept Fees" and return freight costs.

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