Returning a massage chair: right of withdrawal explained

A massage chair is heavy, bulky and usually arrives by freight carrier. A return is therefore more effort than with a pair of shoes. If you know the rules beforehand, you can decide more calmly in the first few days and avoid trouble. This article explains the principles of German consumer law and the process at NAIPO.

The right of withdrawal in four sentences

• For whom: For consumers who bought online, by phone or by email, in other words at a distance.
• Deadline: 14 days from the day you received the chair. For a delivery in several parts, the last delivery counts.
• Form: A clear statement is enough, no reason is required. The deadline is met if you send the statement in time.
• Consequence: The retailer refunds the purchase price and the cost of standard delivery, at the latest 14 days after receiving the withdrawal. The retailer may wait until the chair has arrived back or you have proved that you sent it.

Sending the item back without a statement is not a withdrawal. Refusing to accept a delivery does not reliably replace the statement either. So always declare the withdrawal explicitly.

How to withdraw at NAIPO

NAIPO offers a dedicated page for this. Using the withdrawal form, you enter your name, order number and an email address. After sending, you immediately receive a confirmation of receipt with date and time. This gives you proof that you withdrew within the deadline. Alternatively, an informal email to widerruf@naipo.de works.

The service team then agrees the return route with you. Pack the chair properly, ideally in the original packaging, and include all accessories and extras. Keep the packaging for the first two weeks for this reason, even if it is in the way in the hall.

Who pays for the return is set out in the withdrawal instructions you receive with your order. The law allows buyers to bear the direct costs if the retailer has pointed this out beforehand. For goods sent by freight carrier, the retailer must then state roughly what costs you should expect. Read this paragraph before you buy. With a chair it matters more than with small parcels.

What you may do when trying it out

You may test the chair as you could in a shop. For a massage chair, that means setting it up, plugging it in, trying out the programmes and testing the recline position and body scan. A few short runs are part of it.

Anything beyond that can cost compensation for loss of value. If you use the chair for an hour every evening for two weeks, leave stains on the upholstery or remove protective films and labels that do not need removing for testing, you are not returning it in the condition of an inspected new device. The retailer may then deduct an amount for the loss in value. So test thoroughly, but not like an owner.

Two practical tips:

• Wear clean clothes when testing and no body oils or creams.
• Document the condition on delivery with a few photos. This helps with any later question as to whether damage was caused in transit.

When there is no right of withdrawal

• Buying in a shop: If you buy on site, there is no statutory right of withdrawal. Whether an exchange is possible is a matter of goodwill. In that case, contact the shop or service@naipo.de.
• Lounge appointments: There is no right of withdrawal for NAIPO Relax Lounge bookings with a fixed appointment. The booking and cancellation terms apply here.
• Business purchases: If you buy as a company for a practice or an office, you are not a consumer. The right of withdrawal then does not apply.

Withdrawal is not the statutory guarantee

Withdrawal is meant for cases where you do not like the chair or it does not fit. If it is faulty, the statutory guarantee applies, for two years. A defect on the third day allows you both. A defect after three months is a case for repair or replacement. How this works at NAIPO is described in Massage chair warranty and on the page Warranty and statutory guarantee.

The best return is the one you do not need

The most common reasons for a return are predictable: the chair does not fit through the door, needs more space than expected, or the massage feels different for your own height than hoped. A folding rule helps with the first two. How to measure doors and floor space properly is explained in Massage chair: how much space it really needs.

Trying it in person helps with the third. NAIPO chairs are available at more than 40 locations, which you can see in the location finder. Allow at least 20 minutes per chair. What to look out for is summarised in Buying a massage chair: what to look for. You will find all models under Massage chairs.

Frequently asked questions

Do I have to return the massage chair in its original packaging?

Legally, the original packaging is not mandatory. However, the chair must be packed so that it survives transport undamaged. With a heavy device containing electronics, the original packaging is the safest way to achieve that. So keep it until the end of the withdrawal period.

Will I get the full purchase price back?

Yes, if you have only tested the chair. The cost of standard delivery is added. If the chair has lost value through use beyond testing, the retailer may deduct an amount for that.

What applies if I bought the chair with financing?

An effective withdrawal from the purchase generally also applies to a linked financing agreement. Clarify the details with the financing provider who issued the agreement.

This article gives a general overview and is not legal advice. The withdrawal instructions for your order and the general terms and conditions apply.