Product Warranty & Returns
One-Year Limited Warranty.
Our massage chairs and personal massagers come with a promise: we will repair, replace, or refund your purchase in the unlikely event that you experience any manufacturer’s defect within the first year of ownership.
We are passionate about our products and 100% committed to your satisfaction. We stand behind all our products with a 30-day return policy. iZen will gladly accept your return and replace it with a new product or issue a complete refund less shipping, handling, delivery, shipping insurance, restocking, and inspection costs incurred to process your return. Returns must be accompanied by an original receipt and all original packaging, with no visible marks, damage, or unauthorized modifications. Simply contact our Customer Care Team at contact.ivsvend.com, live Chat, or call us at 1-856-595-2115 to receive a Return Merchandise Authorization (RMA) number which is required for your return.
Our Customer Care Team will provide detailed instructions on how to carefully pack your product and its parts, accessories, and printed brochures in their original packaging and secure your return box with strong tape. Then, clearly mark the top side of each returned product box with your RMA number, which is valid for 30 days from the issue date. Please select a reputable shipping company—with proof of delivery and insurance. All returns must be received in like-new condition, in the original packaging, The customer is responsible for any damage (e.g., scuffs, scratches, odors, spots, abuse, damage, unauthorized modifications, missing parts and/or accessories)
We will replace the returned product with a new one or issue the appropriate refund, at your preference. This will be initiated after the authorized return is received and inspected by iZen technicians. If the product is returned without a RMA number provided by iZen or after the 30-day period, no refund will be given. A restocking and inspection fee of 25% of the original purchase price will be applied for all massage chairs authorized for return. Please allow three to four weeks for the return process to be completed.
Warranties do not cover any loss or damage resulting from: improper installation; unauthorized repairs; use in a commercial or corporate setting; alterations or modifications of original condition; improper use of electrical/power supply; loss of power; electrical disturbances and power surges; dropped product, including but not limited to remote controls; a malfunction or damage resulting from improper use or unreasonable use or maintenance; failure to follow operating instructions; transportation damage; theft; abuse; misuse; neglect; vandalism; or environmental conditions (fire, floods, rust, corrosion, sand, dirt, windstorm, hail, earthquake, or exposure to weather conditions); loss of use during the period the product is at a repair facility or otherwise awaiting parts or repair; and products purchased from unauthorized dealers. Damage incurred due to shipping and handling does not constitute a defect under this warranty. Softening/ hardening of foams and filling composites in pillows and pads does not constitute a defect under this warranty as those items naturally change with use. Fading, wear, and pilling of fabrics does not constitute a defect under this warranty as those conditions naturally occur with fabrics. Natural markings and grain and dye variations in leather do not constitute a defect under this warranty, as no two pieces of leather are alike. Failures of attach points, such as, but not limited to stitching, Velcro, and zippers, do not constitute a defect under this warranty.