Refund policy

Returns & Cancellations

Return Address

Relaxacare Inc.
9-4280 Harvester Road
Burlington, ON L7L 5Z5
Canada

For assistance, please contact:

Email: Info@Relaxacare.com
Phone: 877-456-5766

Relaxacare Refund & Cancellation Policy

Last Updated: June 16th, 2026

Relaxacare is committed to transparent business practices and compliance with applicable consumer protection legislation, including the Consumer Protection Act, 2002 (Ontario).

Nothing in this policy limits or waives any rights provided to consumers under applicable law.

1. Order Cancellations

Customers wishing to cancel an order should contact Relaxacare as soon as possible.

1.1 Cancellation Within 24 Hours

Orders cancelled within 24 hours of confirmation may be eligible for a full refund provided the order has not entered:

  • Fulfillment processing
  • Shipment preparation
  • Manufacturer processing
  • Custom production

1.2 Cancellation After 24 Hours

If a cancellation request is received after 24 hours, Relaxacare may deduct reasonable costs already incurred, including:

  • Payment processing fees (approximately 4%)
  • Supplier order processing charges
  • Logistics coordination expenses
  • Administrative handling costs (up to 10% where such costs have actually been incurred)

Any deductions will reflect actual costs incurred and will not exceed amounts permitted by applicable law.

2. Deposits & Special Orders

Certain products require deposits or partial payments to:

  • Reserve inventory
  • Initiate manufacturing
  • Secure custom production

If an order is cancelled after funds have been committed to a supplier or manufacturer, Relaxacare may deduct reasonable and documented costs incurred as a result of placing the order.

Custom-built, made-to-order, or special-order products may not be eligible for cancellation once production has commenced, subject to applicable legal rights.

All deposit deductions will comply with applicable consumer protection legislation.

3. Shipping & Delivery Timelines

Relaxacare products may ship from manufacturers, distributors, or warehouses across North America.

Delivery timelines displayed on the website are estimates only and may vary due to:

  • Manufacturer production schedules
  • Carrier delays
  • Customs processing
  • Weather conditions
  • Supply chain disruptions
  • Events beyond Relaxacare's reasonable control

If Relaxacare fails to deliver within 30 days of an agreed delivery date (or as otherwise required by law), consumers may have cancellation rights under applicable consumer protection legislation.

Where a consumer validly cancels under statutory delivery provisions, a refund will be issued within the timeframe required by law.

4. Refused Deliveries

If a customer refuses delivery of an order that has already shipped, and the refusal is not based on a legal right under consumer protection laws, Relaxacare may deduct reasonable costs incurred, including:

  • Outbound freight charges
  • Return shipping costs
  • Supplier restocking fees (up to 20%, where applicable)

All deductions will reflect actual charges incurred.

5. Returns

30-Day Return Policy Summary

  • Returns are accepted within 30 days of delivery.

  • Customers are responsible for return shipping costs unless the item is defective, damaged, or shipped in error.

  • Products must be unused, uninstalled, and returned in original packaging with all included components.

  • Orders over $1,000 CAD may be subject to a 10% restocking fee.

  • Water products, custom-built products, made-to-order products, personalized products, and special-order products are final sale.

Relaxacare offers a 30-day return period beginning on the date the customer receives the product.

To qualify for a return, products must be:

  • Returned within 30 days of delivery;

  • Unused;

  • Uninstalled;

  • In original condition;

  • In original packaging;

  • Complete with all included accessories, manuals, and components.

Return Authorization

Customers must contact Relaxacare before returning any product. A Return Authorization (RA) may be required before a return shipment is accepted. All returns must be sent to 9-4280 Harvester Road Burlington Ontario L7L 5Z5

Customer Return Shipping Responsibility

Unless the return is the result of:

  • A verified manufacturer defect;

  • Shipping damage; or

  • A product shipped in error by Relaxacare;

the customer is responsible for:

  • Shipping the product back to Relaxacare;

  • Arranging return transportation; and

  • Paying all return shipping, freight, handling, and insurance costs.

Customers should use a trackable shipping service and retain proof of shipment.

Restocking Fee

Products with a purchase price exceeding $1,000 CAD that are returned for reasons other than manufacturer defects, shipping damage, or products shipped in error may be subject to a 10% restocking fee.

The restocking fee helps offset costs associated with supplier processing, inspection, repackaging, inventory handling, and administrative expenses incurred as a result of the return.

The 10% restocking fee may be deducted from the customer's refund amount after the returned product has been received and inspected.

The restocking fee will not apply where:

  • The product is defective;

  • The product was damaged during shipping;

  • Relaxacare shipped the incorrect product; or

  • Applicable consumer protection laws prohibit such a fee.

Refund Eligibility

The returned product must be received by Relaxacare before any refund can be processed.

Once received, the product will be inspected to confirm eligibility for return.

Approved refunds may be reduced by applicable return shipping charges, freight charges, and disclosed restocking fees where permitted by law.

If approved, the refund will be processed in accordance with Section 6 of this policy.

Non-Returnable Products

The following products are final sale and are not eligible for return unless required by applicable law:

  • Water products;

  • Custom-built products;

  • Made-to-order products;

  • Personalized products; and

  • Special-order products.

6. Refund Processing

Approved refunds will be issued to the original payment method whenever possible.

Refund processing times may vary depending on:

  • Payment processor
  • Financial institution
  • Credit card issuer
  • Approved refunds will be issued to the original payment method within 5–10 business days of Relaxacare receiving and inspecting the returned item. Actual posting times may vary depending on your payment processor, financial institution, or credit card issuer. Relaxacare is not responsible for delays caused by third-party financial providers

Relaxacare is not responsible for delays caused by third-party financial providers.

7. Payment Disputes

Customers are encouraged to contact Relaxacare directly to resolve concerns before initiating a chargeback.

Consumers retain the right to pursue payment disputes through their financial institution where permitted by law.

8. Dispute & Enforcement

Relaxacare reserves the right to provide relevant documentation, including transaction records, communications, shipment confirmations, and delivery verification, to payment processors or financial institutions in response to a dispute or chargeback.

Where a chargeback is determined to be fraudulent or made in bad faith, Relaxacare reserves the right to pursue all remedies available under applicable law, including recovery of costs, administrative expenses, and legal fees where permitted.

Nothing in this section limits rights afforded under applicable consumer protection legislation.

9. Accuracy of Information

Relaxacare strives to ensure all website information is accurate and current. However, typographical errors, pricing inaccuracies, or product description errors may occasionally occur.

Relaxacare reserves the right to:

  • Correct errors
  • Update information
  • Cancel orders affected by material inaccuracies

Customers will be notified if an order is impacted.

10. Consumer Rights

Nothing in this policy is intended to:

  • Waive rights under the Consumer Protection Act, 2002 (Ontario)
  • Restrict statutory remedies available under applicable law

If any provision of this policy conflicts with applicable legislation, the legislation shall prevail.