With the exception of the products listed below, all items are returnable within 30 calendar days of receipt for a refund. Refunds are issued upon inspection of merchandise. Please allow up to 2 weeks for your refund. We will issue a credit to your original method of payment, less the initial shipping charges and restocking fees (if applicable). For credit card orders, please allow 1-2 billing statements for your credit to appear.
In the event of damaged merchandise or shipping error, a full refund including shipping charges, or an exchange, will be issued upon receipt of merchandise. Call tags are issued to the original shipping address.
Due to size, weight or adjustment periods, some items have specific return policies as shown below. Should you need to return your merchandise, please call Relax The Back Customer Service at 1-800-222-5728, Monday – Friday, between 7 am to 5 pm PST to receive a Return Authorization Number (RA#) in order to identify your return and ensure proper credit to your account. Relax The Back will not accept returns without prior authorization and an RA number. Once issued, RA numbers are valid for 7 business days. Any packaged mailed without authorization or beyond the given 7 business days will incur a 15% restocking fee after inspection that the item is in new condition. RA numbers will not be extended or reissued.
Customer consents to the following:
- Customer should prominently display RA # on the shipping label of boxes containing the returned product.
- Customer is solely responsible for shipping any returned product to Relax The Back.
- Customer agrees to use only reputable carriers (such as USPS, UPS or FedEx) capable of providing tracking numbers and proof of delivery.
- The customer is responsible for shipping charges back to Relax The Back.
- The customer should ensure that all returned products are 100% complete, in re-saleable condition, and will include original packaging material, manuals, and other accessories provided by Relax The Back.
- If any component of the return product is missing, Relax The Back’s Return Procedure will be breached and Relax The Back will reject the entire return or may choose to impose additional charges (i.e. a 15% restocking fee) against the customer for replacement of the missing component.
- Original shipping fees are non-refundable.
Tempur-Pedic® fully warranties the return or a one-time Comfort Exchange of their mattresses for a full 90 days after date of purchase. Due to the natural adjustment period, we request that you keep your new Tempur-Pedic® mattress for a full 30 days prior to requesting a return. For questions about set-up or the adjustment period, please contact our Customer Service Department at 1-800-222-5728. If at the end of the adjustment period, you wish to return the mattress, we will arrange for a pick-up upon issuing a Return Authorization Code. Please note that it takes a minimum of 21 business days following your request for refund before pick up of the mattress. For mattress returns: Upon pick up of the mattress, your purchase price will be fully refunded with the exclusion of the initial shipping costs. There is also a manufacturer's retrieval charge of $300.00. For exchanges: The manufacturer’s pick-up fee of $300.00 will apply as well as a separate shipping charge for the mattress to be exchanged.
Adjustable Bed Frames, Foundations and Electric Bases:
Due to shipping and delivery cost considerations, bed frames, foundations and adjustable (electric) bases are non-returnable.
Due to health code limiting the resale of bedding items, pillows, mattress overlays, bed wedges, pillow covers, mattress covers and any other item related to bedding are non-returnable.
Personal accessories such as Neck Supports, Handheld massagers, and Aromatherapy/Spa Products are non-returnable.
For balance inquiries, click here or call 1-800-222-5728. Relax The Back gift cards are redeemable only for merchandise online or at participating franchises; they may not be redeemed for cash (except as required by law) or applied as payment or credit to any credit card account. Relax The Back cards may be purchased as a gift or given in place of issuing a credit to a credit card or a proof of purchase return from another payment method. Returns may be applied to Relax The Back card. Card receipts should show any remaining balance. Protect the card: the bearer is responsible if it is lost or stolen. Lost or stolen cards will only be replaced with proof of purchase and only for the value shown on our records.
Return Policy for Clearance, Sale and Seasonal items:
Clearance, Sale and Seasonal items are final sale and may not be returned or exchanged. "Clearance", "Special Pricing" and "Sale" offers are limited to stock on hand. When we offer clearance merchandise, as you might expect, we often experience a high volume of orders. When that happens, our real-time inventory system sometimes is not able to keep up with demand, and we may have to cancel certain orders after they are accepted. We apologize for any inconvenience should this occur with your order.
While we try to ensure accuracy, we reserve the right to correct any errors in pricing or descriptions, and to cancel or refuse to accept any order based on an incorrect price or description. Such corrections may be made even after an order is accepted.