At Chad Staton, we want you to be fully satisfied with your massage chair. If something isn’t right, this policy explains how returns, refunds, cancellations, and exchanges work. Massage chairs are large, heavy items that are shipped by freight, so some of our conditions are specific to products of this size. Please read this policy before placing your order.
1. Our Return Window
Time Limit for Returns
You may request a return within 30 days of the date your order is delivered. Requests made after this period cannot be accepted, except for warranty claims (see Section 10).
When the Window Starts
The return window begins on the delivery date shown in the carrier’s tracking record, not the date you placed your order.
2. Eligibility for Returns
To qualify for a return, your item must meet all of these conditions:
- The return request is made within the return window
- The chair is in its original condition, with no damage, stains, odors, pet hair, or signs of heavy use
- All parts, accessories, remote controls, power cables, manuals, and hardware are included
- The chair is returned in its original packaging, including foam inserts and protective materials
- You have proof of purchase (order number or order confirmation email)
Keep your original packaging for at least 30 days after delivery. Massage chairs cannot be shipped safely without it, and returns without proper packaging may be refused or charged for damage.
3. Non-Returnable Items and Conditions
We cannot accept returns or issue refunds for:
- Chairs damaged by misuse, accidents, improper assembly, or failure to follow the user manual
- Chairs that have been modified, repaired, or taken apart by anyone other than an authorized technician
- Chairs used in commercial settings (salons, spas, offices, gyms) when sold for home use
- Items returned without our prior authorization (see Section 5)
- Items bought on final sale, clearance, or marked “non-returnable” on the product page
- Gift cards
4. Damaged, Defective, or Incorrect Items
Inspect Your Delivery
When your chair arrives, inspect the box before signing for it. If the packaging is visibly damaged, note it on the carrier’s delivery receipt (for example, “box crushed” or “torn packaging”). This protects your right to a damage claim.
Report Problems Within 48 Hours
If your chair arrives damaged, defective, or is not the item you ordered, contact us within 48 hours of delivery at support@chadstaton.store with:
- Your order number
- Clear photos of the damage or defect, including the outer box, the shipping label, and the item itself
- A short video if the problem is mechanical or electrical (for example, the chair won’t power on or a massage function doesn’t work)
Our Solution
Once we confirm the problem, we will offer, at our choice, a free replacement part, a replacement chair, or a full refund. You pay no return shipping costs for damaged, defective, or incorrect items.
5. How to Start a Return
All returns must be authorized in advance. Do not ship any item back without contacting us first. Unauthorized returns will not be accepted or refunded.
Steps to Return an Item
- Contact us: email support@chadstaton.store or call +1 252 207 9426 with your order number and reason for return.
- Get authorization: if your return is approved, we will send a Return Authorization (RA) number and return instructions.
- Pack the chair: repack it securely in its original packaging with all parts and accessories included.
- Ship it back: follow the instructions we provide. Write your RA number clearly on the outside of the box.
- Keep your tracking number: you are responsible for the item until we receive it.
6. Return Shipping Costs
Change-of-Mind Returns
If you return a chair for a reason that is not our error (for example, you changed your mind, it doesn’t fit your space, or you don’t like the color), then:
- You pay the return shipping costs. Because massage chairs ship by freight, return shipping can be expensive. We can give you a quote before you decide.
- A restocking fee of 15% of the item price may be deducted from your refund to cover inspection, repackaging, and handling.
- Original shipping charges, if any, are non-refundable.
Returns Due to Our Error
If the item is damaged, defective, or incorrect, we cover all return shipping costs and no restocking fee applies.
7. Inspection and Refund Processing
Inspection
When we receive your return, we will inspect it within 3 to 5 business days to confirm it meets the eligibility conditions in Section 2.
Approval or Rejection
We will email you to let you know whether your refund is approved.
- Approved: your refund will be processed to your original payment method (see Section 8).
- Partial refund: if the item is returned with missing parts, damage caused after delivery, or signs of use beyond normal inspection, we may issue a partial refund to reflect its condition.
- Rejected: if the item does not qualify, we will return it to you at your expense, or hold it for 14 days for you to arrange pickup.
Refund Timeline
Approved refunds are issued within 5 to 7 business days after inspection. It may take additional time for the refund to appear on your account, depending on your payment provider.
8. Refunds for Affirm Purchases
All purchases on our store are paid through Affirm, so refunds work a little differently than a standard card refund.
How Affirm Refunds Work
- We issue your refund to Affirm, not to you directly.
- Affirm applies the refund to your loan balance. For a full refund, your loan is cancelled. For a partial refund, your loan balance is reduced.
- If you have already made payments, Affirm will refund those payments to you, according to your loan agreement and Affirm’s policies.
- Any interest charged on the refunded amount is handled by Affirm according to your loan terms.
Keep Making Your Payments
Continue making your scheduled Affirm payments until your refund has been processed and shows in your Affirm account. Missed payments while a return is pending may still be treated as late by Affirm. Chad Staton cannot pause, change, or waive Affirm payments.
Questions About Your Loan
For questions about your loan balance, payment schedule, or how a refund was applied, contact Affirm directly through your Affirm account or at https://www.affirm.com. For questions about your return or order, contact us.
9. Order Cancellations and Exchanges
Cancelling Before Shipment
You may cancel your order for a full refund if it has not yet shipped. Email support@chadstaton.store or call +1 252 207 9426 as soon as possible with your order number. Once we cancel your order, we will notify Affirm and your loan will be cancelled.
Cancelling After Shipment
Once an order has shipped, it cannot be cancelled. You may refuse delivery or request a return under this policy. Refused deliveries are treated as change-of-mind returns (Section 6), unless the item was damaged or incorrect.
Shipping Delays
If we cannot ship your order within the time stated at checkout, we will notify you and give you the option to cancel for a full refund.
Exchanges
We do not offer direct exchanges. If you want a different model or color, return the original item under this policy and place a new order. If your item was damaged, defective, or incorrect, we will send a replacement at no cost (Section 4).
10. Warranty Claims and Contact Us
Warranty Coverage
Problems that appear after the return window has closed may be covered under the product warranty. Warranty claims are handled through repair or replacement of the faulty part, not through a refund. To make a warranty claim, contact us with your order number, a description of the problem, and photos or video.
Changes to This Policy
We may update this Return & Refund Policy from time to time. Changes take effect when posted on this page, with an updated Effective Date. Orders are governed by the policy in effect on the date of purchase.
Contact Us
For returns, refunds, or any questions about this policy, contact us:
Chad Staton
1023 Satinwood Ct
Jefferson City, MO 65109
United States
Email: support@chadstaton.store
Phone: +1 252 207 9426
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