Return & Refund Policy

At KoziSense, your satisfaction is our top priority. We stand behind the quality of our products and are committed to making the return process as simple and transparent as possible.

30-Day Return Policy

You may request a return within 30 days of delivery. To qualify, the massage chair must be received back in undamaged condition. Please take some pictures and videos before the chair is picked up by the carriers as an evidence.

Return Fees

We keep our return fees simple — no hidden charges, no restocking fees, no handling fees.

Fee Type	Amount
Flat Return Shipping Fee	$250
No Original Box Fee	+$150
Affirm Financing Return Fee	10% of the order total
Damaged / Defective Item Return	$0 — All fees covered by KoziSense

 

•       $250 flat fee: Covers all return shipping for chairs returned in original packaging.

•       No original box: An additional $150 will be charged to cover special packaging and handling.

•       Affirm financing returns: A 10% processing fee will be deducted from your refund. This fee is charged by Affirm at the time of purchase and is non-refundable.

How to Return — Step by Step

Step 1 — Contact Us First

Before shipping anything back, reach out to our support team to initiate the return and receive your Return Authorization.

•       Email: customerservice@kozisense.com and provide receipt, order number, and consumer's name and address to us.

•       Please confirm in your message that you have read and understood our return policy.

Step 2 — Pack the Chair

•       For 4D models, such as KZ-605 and KZ-L66:

-       Disassemble the legrest part and place it on the seat of chair and repack it in its original packaging.

•       For 3D models, please just lift the legrest and fold it on the seat of the chair, no need to disassemble.

•       Make sure all included items are in the box: remote control, power cord, and any accessories.

•       If you no longer have the original box, please notify us — an additional $150 fee will apply. Please use plastic wrap or large plastic garbage bag to wrap and cover the chair as much as you can.

Step 3 — Schedule Pickup

•       Once your return is approved, we will arrange a pickup at your location. The carrier will call you to make an appointment.

•       You do not need to drop off the chair yourself at UPS or FedEx stores.

•       Please place the chair as close as possible to the front door or garage door to make it easier for the carrier to pick it up. If the chair is located on the second floor, please contact our customer service team for assistance.

Step 4 — Inspection & Refund

•      Chair should be returned to our warehouse - 3625 E JURUPA Street Dock#53, Ontario, California, 91761

•       Once the chair is received and inspected, your refund will be processed within 2 business days.

•       Refunds will be issued to the original payment method, minus applicable return fees.

Important Guidelines

•       Returns are only accepted for orders shipped within the contiguous United States. Orders to Alaska, Hawaii, Puerto Rico, or international destinations are not eligible.

•       The chair must be returned with no damage to qualify for the flat-fee return policy.

•       All items included with the original order (remote, power cord, accessories) must be returned.

•       White Glove delivery is a service fee and is non-refundable.

•       Refurbished or Open Box items are sold as-is and are not eligible for return.

Cancellations

Orders are typically processed and shipped within 1 business day. If you wish to cancel after your order has shipped, you will be responsible for any shipping costs incurred.

Questions?

If you have any questions about our return policy, please don’t hesitate to contact us before making your purchase at customerservice@kozisense.com. We’re happy to help.

 

Warranty services include the following:

3 years of after-sales service for model A18, KZ-313, KZ-605, calculated from the date of purchase.

• First Year: Enjoy free maintenance and repair for any major defects in workmanship or materials.

• Second and Third Year: The warranty covers the cost of parts needed for repairs, and virtual assistance, and instruction videos will be provided, but labor costs are not included.

5 years of after-sales service for model KZ-L66, calculated from the date of purchase.

• First to Second Year: Enjoy free maintenance and repair for any major defects in workmanship or materials.

• Third to Fifth Year: The warranty covers the cost of parts needed for repairs, and virtual assistance, and instruction videos will be provided, but labor costs are not included.

What Our Warranty Does NOT Cover Or Cover Partially:

• Used/Pre-owned Chairs with big discounted price are not covered by fully warranty (ONLY 6-month free parts)
• Unused Open Box Orders ONLY covers 1 year free parts, exclude labor warranty
• Wear and Tear: Normal wear and tear of PU leather, including cuts, scratches, or damage from accidents, abuse, misuse, water, floods, fires, or other external causes.
• Consequential or Incidental Damage: Damage resulting from the use, misuse, or inability to use the product, or from defects in the product itself.
• Unauthorized Modifications: Damage to the product resulting from modifications or alterations made without written permission from KoziSense.
• Self-Assembly Damage: Damage occurring during self-assembly due to failure to follow the provided instructions.
• Hand-Made Variations: Minor variations that arise from hand-made craftsmanship.

Limited Warranty

KoziSense reserves the right to determine if a warranty claim is valid. Any item requiring replacement due to exclusions will be at the purchaser’s expense. KoziSense will decide, at its sole discretion, whether to repair or replace a component, in accordance with Consumer Law.

Repairs or replacements under this warranty are limited to defective parts or materials. If a claim is approved, KoziSense will cover the cost of materials for replacement, though replaced components may differ in color and texture from the original.

This warranty is supplementary to any rights granted under Consumer Law. Any part of this warranty deemed unenforceable by law will be severed, but the remainder will remain in effect.

The warranty will terminate immediately if the product becomes defective due to misuse, lack of proper care, or commercial use.

The warranty applies only to the original purchaser and cannot be transferred. Subsequent purchasers will acquire the product "as is" and will not receive any warranty benefits from KoziSense.

Disclaimer of All Other Warranties and Obligations

This warranty, along with KoziSense’s obligations, replaces all other warranties (except those under Consumer Law), whether expressed or implied, including implied warranties of merchantability and fitness for a particular purpose, and all other representations made to the original purchaser.

Limited Warranty Coverage Area: KoziSense's warranty is valid only for products purchased and used within the continental United States and Canada. Products that are shipped, transported, or relocated outside of the United States and Canada will automatically void the warranty. KoziSense reserves the right to deny any warranty claims for products located outside of these covered regions. KoziSense is not responsible for providing warranty service, in-home technical support, or replacement parts for products outside of the USA and Canada.