Returns & Refunds

Redfern offers a voluntary 30-day return program on eligible products.

To qualify for a change-of-mind return:

- Your return request must be submitted within 30 calendar days of the original purchase date.

- The product must be returned in acceptable, resalable condition.

- Original packaging, accessories, manuals, attachments, promotional items and proof of purchase must be included.

- A Return Authorization (RA) number must be issued before the product is shipped back.

Certain products are excluded from our voluntary 30-day return program. Please review the exclusions below.

All returns are subject to inspection and the applicable terms of our Returns & Refunds Policy.

This voluntary program does not limit any rights or remedies available under applicable Canadian consumer-protection law.

There are two separate timelines.

30-Day Return Request Window

For eligible products, you must submit your return request within 30 calendar days of the original purchase date.

10-Business-Day Return Authorization

Once your return is approved, Redfern will issue an RA number and return instructions.

You must ship your approved return within 10 business days from the date your RA is issued, unless Redfern provides a different deadline in writing.

An RA issued near the end of the 30-day return window remains valid for its stated authorization period.

Please use a trackable shipping service and retain your shipping receipt.

Do not send products back without receiving a Return Authorization number and instructions from Redfern.

Yes. Certain products are considered final sale and are excluded from Redfern's voluntary 30-day change-of-mind return program.

These include:

Massage Chairs & Large Furniture

Large massage chairs and other furniture specifically designated as final sale.

Trade-Show Demonstration Products

Demonstration units, display models and floor models sold at trade shows, fairs, exhibitions or other events.

Recertified & Refurbished Products

Products sold as recertified or refurbished.

Final Sale Items

Any product clearly identified as final sale at the time of purchase.

These exclusions apply to voluntary returns and refunds where the customer has changed their mind.

What if a final-sale product is defective?

Final-sale status does not eliminate applicable warranty coverage or statutory consumer rights.

If you believe your product is defective, please submit a support request. Our team will review the issue and provide appropriate troubleshooting, inspection or warranty assistance.

Redfern reserves the right to charge a restocking fee of up to 25% of the product purchase price when an eligible returned product is not received in its original, complete and acceptable resalable condition.

A restocking fee may apply when:

- Original packaging is missing or damaged.

- Accessories or components are missing, such as remote controls, power cords, attachments or manuals.

- The product has sustained damage or shows excessive wear.

- The condition of the product reduces its resale value.

A restocking fee is not automatically charged on every return.

Products returned complete, properly packaged and in acceptable resalable condition may qualify for a refund without a restocking fee.

Any applicable fee will be determined following inspection and explained to the customer.

Restocking fees will not be applied in a manner that conflicts with applicable consumer-protection rights.

Shipping responsibilities depend on the reason for the return and the outcome of any required inspection.

Change-of-Mind Returns

For eligible voluntary returns where you no longer want the product:

- You are responsible for return-shipping costs.

- Original shipping and handling charges are non-refundable.

- The product must be shipped according to your Return Authorization instructions.

Products Confirmed Defective Within 30 Days of Purchase

For a confirmed covered defect reported within the first 30 days of purchase, Redfern generally covers shipping and handling both ways, subject to the applicable product warranty and consumer protection requirements.

After the First 30 Days

After the first 30 days, customers are generally responsible for shipping and handling both ways, even when a repair is covered under warranty.

Important: Product-specific written warranty benefits and applicable consumer protection requirements may provide different arrangements. For example, some large massage chairs may include one-way shipping coverage during the first year.

Products Reported Defective but Not Yet Inspected

If you report a malfunction, our support team may request troubleshooting information, photographs or videos before arranging an inspection.

Shipping arrangements and any potential customer charges will be explained before the product is sent to Redfern.

If No Covered Defect Is Found

If our technician determines that the product is functioning correctly, or the concern is caused by cleaning, maintenance, incorrect operation or another non-covered issue, you may be responsible for applicable shipping charges in both directions.

If Redfern provided a prepaid return label, reimbursement of that label's cost may be requested where the potential charge was disclosed and accepted before shipment and is permitted by law.

All shipping arrangements remain subject to applicable warranty terms and Canadian consumer-protection rights.

If your product is not working correctly, please contact Redfern through our online support form before sending it back.

Our support team may ask you to:

- Describe the issue and when it started.

- Provide your product name, model number and proof of purchase.

- Complete basic troubleshooting steps.

- Submit photographs or a video showing the reported problem.

Many common issues can be resolved without shipping the product for service.

If an inspection is required, our team will provide a Return Authorization number and shipping instructions.

If a covered defect is confirmed, Redfern will provide the applicable warranty or legally required remedy.

Shipping responsibilities are explained in Question 5.

All products returned for a reported malfunction may be inspected by an authorized Redfern service technician.

If the technician determines that the product is functioning correctly, or that the concern is caused by routine maintenance, insufficient cleaning, incorrect operation, misuse or another non-covered condition, Redfern will explain the findings.

Depending on the circumstances:

- The customer may be responsible for shipping charges in both directions.

- If Redfern supplied a prepaid return label, reimbursement may be requested where disclosed and agreed to in advance.

- Additional cleaning or non-warranty repair charges may apply if required and authorized.

Redfern will advise the customer of proposed chargeable work before proceeding.

If a covered defect is confirmed, applicable warranty and consumer-protection rights remain in effect.

All products returned to Redfern for a refund, inspection, warranty assessment or repair must be reasonably clean, sanitary and safe for our employees to handle.

Customers are responsible for cleaning all user-accessible components in accordance with the product's instruction manual before shipping.

Cleaning & Sanitation Fees

Products received in a condition requiring cleaning beyond normal inspection may be subject to additional cleaning charges.

Massage & Personal-Use Products

Massage products, foot massagers, massage cushions and similar items returned with excessive dirt, residue, hair or other unsanitary conditions may be subject to cleaning fees starting at $30 CAD, depending on the condition and cleaning required.

Coffee Machines

Coffee machines must be emptied and cleaned before shipping, including the drip tray, coffee grounds container, water tank, milk system and other user-accessible areas.

Machines requiring extensive cleaning because of accumulated coffee grounds, milk residue, oils or other buildup may be subject to cleaning fees of up to $200 CAD.

Other Products

Reasonable cleaning charges may apply to other products received in an excessively dirty or unsanitary condition, based on the condition and work required.

Severely Unsanitary or Unsafe Products

For the health and safety of our employees, Redfern may suspend handling, inspection, cleaning or repair of products received in a condition that presents a potential health or safety hazard.

Examples include:

- Live insects, larvae or evidence of infestation.

- Mould or significant biological contamination.

- Bodily fluids or other potentially hazardous substances.

- Decomposing food or severe organic contamination.

- Other conditions that cannot be safely addressed through normal cleaning procedures.

If a product is received in such a condition, Redfern may document the issue, notify the customer and suspend further handling while appropriate next steps are determined.

Depending on the circumstances, professional cleaning, safe return or another appropriate resolution may be necessary.

Important: Redfern will document the product's condition and explain proposed cleaning or sanitation charges before performing chargeable work. Charges are subject to applicable law, and the same work will not be charged twice.

These requirements do not eliminate applicable warranty coverage or statutory consumer rights.

If your product is eligible for return, you may request an exchange instead of a refund.

Exchanges are subject to product availability, the applicable return conditions and Redfern's approval.

If the replacement product has a different purchase price, a price adjustment may be required.

For products with a confirmed covered defect, Redfern will determine the appropriate warranty or legally required remedy, which may include repair, replacement or refund depending on the circumstances.

Please submit a support request before sending a product back for exchange.

Once an authorized return has been received and inspected, Redfern will review the product's condition and confirm the approved refund amount.

Approved refunds are normally processed within 2–5 business days following completion of the return assessment.

Your financial institution may require additional time to post the credit to your account.

Refunds are generally issued to the original payment method, where available.

For voluntary change-of-mind returns, original shipping and handling charges are non-refundable. Applicable restocking or other properly disclosed charges may affect the approved refund amount.

Refund timing and deductions remain subject to applicable consumer-protection requirements.

Yes. Please review these additional return requirements.

Return Authorization Required

Do not send a product back without receiving an RA number and return instructions.

Proof of Purchase

Please provide your original receipt, invoice or other acceptable proof of purchase. If you cannot locate it, contact our support team for assistance.

Original Packaging & Accessories

Where applicable, return all original packaging, accessories, attachments, manuals and promotional items.

Secure Packaging

Customers are responsible for packaging returns securely to help prevent damage during shipping.

Trackable Shipping

Use a trackable shipping service and retain your shipping receipt.

Unauthorized Returns

Products returned without authorization may be refused or held pending review, subject to applicable law.

COD Shipments

Do not send collect-on-delivery (COD) shipments unless specifically authorized by Redfern.

Cleaning & Safety

Products must be reasonably clean and safe to handle. Additional cleaning charges or special handling procedures may apply.

Warranty & Consumer Rights

Redfern's voluntary return policy does not replace or limit any non-waivable warranty or consumer-protection rights under applicable Canadian law.

If you have questions about your return, please submit a support request or contact our Canadian customer service team.