Soren
Policies

Shipping & Returns

We want you to shop with confidence. Here's everything you need to know about how we handle your order from purchase to delivery — and beyond.

30-Day Satisfaction Guarantee

Your L36 includes a 30-day return window from the date of delivery, subject to the return conditions below. Contact us before returning your chair to receive return authorization. Approved returns are refunded after receipt and inspection. For change-of-mind returns, customers arrange and pay return freight, estimated at approximately US$1,500 per chair. Actual cost varies by location and carrier and may be higher. This does not limit statutory rights for faulty or non-conforming goods.

L36 Massage Chair Shipping Crate

Shipping & Delivery

Delivery timeframe: All orders are shipped directly from our fulfillment center. Please allow 24–30 days for delivery from the date your order is confirmed.

Shipping costs: Shipping fees are calculated at checkout based on your delivery address. All applicable fees will be displayed clearly before you complete your purchase.

Order confirmation: You will receive an email confirmation immediately after placing your order. Once your item has shipped, you will receive a second email with your tracking number.

Tracking: Use the tracking number provided to monitor your shipment in real time. If you have not received a tracking update within 5 business days of your confirmed order, please contact our support team.

Please note: Delivery timelines are estimates and may vary slightly due to customs clearance, carrier delays, or circumstances outside our control. We will always communicate any significant delays proactively.

Returns Policy

We stand behind the quality of our product. If you are not satisfied with your purchase, you may return your item within 30 days of delivery under the following conditions:

Customer-paid return shipping: For change-of-mind returns, customers arrange their own return carrier and pay return freight. This cost is not reimbursed as part of your refund.

For change-of-mind returns, you pay return freight, estimated at approximately US$1,500 per chair. Actual cost varies by location and carrier and may be higher. Contact us for a return-freight estimate before purchase. This does not limit your statutory rights for faulty or non-conforming goods.

  • The item must be in its original condition — unused, undamaged, and in original packaging.
  • You must contact us before initiating a return to receive a Return Merchandise Authorization (RMA) number.
  • For change-of-mind returns, the customer arranges and pays return freight, estimated at approximately US$1,500 per chair; actual cost varies by location and carrier and may be higher.
  • We recommend using a trackable, insured shipping service for your return — we are not responsible for items lost in transit.
  • Once the item is received and inspected, a refund will be processed within 5–7 business days to your original payment method.

Damaged in Shipping — Free Replacement

In the rare event your chair arrives damaged due to shipping, we will provide a free replacement at no cost to you. To qualify, please follow these steps:

  1. 1Document the damage immediately upon delivery — take clear photos or video of the damaged packaging and the product itself before use.
  2. 2Contact us via the Contact page with your order number, a description of the damage, and your photo/video evidence within 72 hours of delivery.
  3. 3Our team will review your submission. Approved claims will receive a replacement order confirmation within 3–5 business days.
  4. 4You do not need to return the damaged unit — we may ask for additional documentation or for it to be held for carrier claims purposes.

Important: Claims submitted more than 72 hours after delivery, or without photographic evidence, may not be eligible for a free replacement. Please inspect your package carefully upon arrival.

5-Year Manufacturer's Warranty

Every L36 Massage Chair is covered by a 5-year limited warranty from the date of delivery, covering defects in materials and workmanship under normal use.

The warranty covers:

  • Mechanical and electronic component failures under normal use
  • Motor and roller mechanism defects
  • Airbag system malfunctions
  • Control panel and remote faults

The warranty does not cover: damage from misuse, accidents, unauthorized modifications, or normal wear and tear on upholstery. Warranty support is provided via our online technical assistance team.