Refund policy

Returns & Exchanges

At Pulse and Posture, we understand that things don't always go as planned. That's why we aim to make our return and exchange process as straightforward as possible.

Policy Summary

  • Returns are accepted within 30 days of delivery, unless the product page gives a shorter window or says the item is final sale
  • Every return must be approved first. Email support@pulseandposture.com for a return number (RMA) before sending anything back
  • Items must be unused, unassembled and in original packaging, unless the product page offers an in-home trial (see "In-Home Trials" below)
  • The customer pays all return shipping costs, including freight pickup on large items. This cost is deducted from your refund
  • Some manufacturers charge a restocking fee on returns that aren't caused by damage, a defect or our error. It typically runs 10% to 35% of the item price and is deducted from your refund
  • We confirm every return cost in writing before anything is collected. If you don't want to accept it, tell us and we'll cancel the return. You keep the item and pay nothing
  • Original shipping costs are non-refundable unless the return is due to our error
  • Requests made after the return window cannot be accepted

Starting a Return

To start a return, email support@pulseandposture.com. Our team will:

  • Confirm eligibility
  • Quote any return shipping cost and restocking fee in writing
  • Issue an RMA number and return instructions

Final Sale Items

These can't be returned unless they arrive damaged or defective:

  • Custom and made-to-order saunas
  • Any item marked "Final Sale" on its product page

In-Home Trials

Some brands let you use the product before you decide. When a product page says you can try it at home, you may use it and still return it within the trial window, as long as:

  • It's in its original condition: working, with no stains, scratches, damage or changes, and no missing parts
  • It's repacked in the original boxes before pickup (no box, no return)
  • Any return fee shown on the product page is deducted from your refund

Damaged or Defective Items

Please inspect your order when it's delivered. If it arrives damaged or defective, contact us with photos within the timeframes below, and we will resolve the issue at no cost to you.

  • Freight deliveries: note any visible damage on the delivery receipt, and email us photos within 24 hours of delivery
  • UPS/FedEx: report within 15 days

Cancellations

  • Orders canceled before shipment will be refunded within 7 days
  • If already shipped, the order can be returned once received, under the terms above

Refunds

Once your return is received and inspected:

  • Refunds are processed within 7 days
  • You're refunded the item price, minus return shipping and any restocking fee quoted to you in writing
  • Funds are returned to your original payment method

Large Item Returns

Massage chairs, saunas, cold plunges and other freight-delivered items are collected the same way they were delivered. The customer pays the full cost of that pickup and return freight. It depends on the item, its size and the distance, and on large items it can be significant.

Items must be repacked in their original packaging, including any pallet, before pickup. A return cannot be accepted without the original box.

Exchanges

If you need a different item, we recommend placing a new order for the product you want and starting a return for the original item (if eligible). Our team is happy to guide you through the process.