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Refund & Returns Policy

Effective Date: October 24, 2025

 

1. Scope and Intent

This Return and Refund Policy applies to all purchases made through the Highline Home Supply LLC, doing business as Luxury Wellness Store website located at https://luxurywellnessstore.com ("Website").

Luxury Wellness Store carries premium wellness equipment from multiple manufacturers. Each brand has its own specific return, exchange, and refund conditions.

By placing an order with us, you acknowledge that you have read, understood, and agreed to these policies in full.

 

2. Contact Information

For questions about returns and refunds, please contact our Customer Service team:

  • Email: support@luxurywellnessstore.com
  • Phone: (860) 590-3541
  • Address: 2389 Main Street, STE 100, Glastonbury, CT 06033

Hours: Monday–Friday, 9am-5pm EST

 3. General Conditions (Applies to all brands unless a brand section below states otherwise)

 

  • Return window: Luxury Wellness Store offers a 30-day return window from the date of delivery for eligible products, unless a brand-specific section below states otherwise.
  • Refunds: Refunds are typically processed within 7 business days of return approval, unless otherwise stated in the brand-specific policy below.
  • Exchanges: We accept exchanges for eligible products within 30 days of delivery, unless a brand-specific policy below states otherwise.
    • Defective, damaged, or incorrect items: Covered under Damaged/Defective Products below.
    • Preference-based (wrong model/changed mind): Please place a new order for the replacement and return the original under this policy. The customer is responsible for return shipping and any applicable restocking fees.
  • Pre-authorization required: All returns must be requested and approved in writing by Luxury Wellness Store (RMA required) before any item is shipped back.
  • Return destination: Luxury Wellness Store does not accept returns at our office. All returns ship only to the manufacturer’s or authorized warehouse address provided in your RMA instructions.
  • Unauthorized returns: Any return shipped without an RMA or to the wrong address will be refused and returned at the sender’s expense.
  • Condition of goods: Unless defective or damaged on arrival, products must be returned new, unused, undamaged, and in original packaging with all accessories and manuals.
  • Inspection & approval: Refunds or replacements are issued only after the manufacturer/warehouse receives, inspects, and approves the return per the applicable brand policy.
  • Restocking fees & return shipping: For most approved returns, a standard 25% restocking fee will be deducted from the refund. Luxury Wellness Store provides a prepaid return shipping label at no upfront cost to the customer; however, in some cases the cost of return shipping will be deducted from the refund amount after the return is processed. Both the restocking fee and return shipping deductions do not apply if the return is due to a defective, damaged, or incorrect item — in such cases, we cover 100% of return costs. Original outbound shipping charges are non-refundable. Any applicable restocking or return-shipping deductions are detailed in this policy and may vary by brand. Please refer to the brand-specific information below for exact conditions.
  • Risk of loss: Customers are responsible for the product until it is delivered to the authorized return address. We recommend using a trackable, insured carrier and retaining proof of delivery.
  • Refused/undeliverable shipments: Orders refused at delivery or returned as undeliverable without prior written approval will be treated as a return and may incur restocking and round-trip shipping charges per brand policy.
  • Damaged/defective products: Any product damage or defect must be reported to support@luxurywellnessstore.com within 72 hours of delivery, with photos of the product, packaging, and shipping label. We will provide a replacement or a full refund, including return shipping costs.
  • Brand overrides: Certain brands have their own return and refund policies, which will take precedence where they differ from these General Conditions. Please review the brand-specific sections below for details.

4. General Non-Returnable Items (Applies to all brands unless a brand section below states otherwise)

The following items cannot be returned:

  • Opened or used products (unless defective upon arrival)
  • Products missing original packaging, parts, or accessories
  • Custom-built or special-order products
  • Final sale products

5. Incorrect Product Received (Applies to all brands unless a brand section below states otherwise)

  • Inform us immediately upon receipt.
  • We will arrange for the incorrect item to be returned (at our expense) and ensure you receive the correct product.

6. Product Never Arrived (Applies to all brands unless a brand section below states otherwise)

  • Contact us if your product does not arrive within the estimated delivery time.
  • We will initiate an investigation with the carrier.
  • If the product is confirmed lost, we will offer a full refund or send a replacement product.

7. Order Cancellation (Applies to all brands unless a brand section below states otherwise)

  • You can cancel your order for a full refund if it has not yet been shipped.
  • If the order has already been shipped, please follow the return procedure after receiving the product.

8. Refund Processing (Applies to all brands unless a brand section below states otherwise)

  • Once the return is received and approved, your refund will be processed within 7 business days.
  • Refunds will be issued to the original payment method.
  • In cases where payment was made via financing or third-party payment providers, additional processing time may apply.

9. Brand-Specific Return Policies

Capillus / Curallux Products

  • Returns accepted within 1 year of the original purchase date.
  • Refund amount is 75% of the reseller purchase price (not retail price).
  • Product must be in original, undamaged condition with all packaging and materials included.
  • Customer is responsible for all return shipping costs.
  • Capillus will not accept returns directly from customers — all returns must be processed through Luxury Wellness Store.

  • Capillus products cannot be directly exchanged. If you would like to change your product, please request a return (if eligible) and place a new order for the desired item. The customer is responsible for return shipping and any applicable restocking fees.

Return Procedure:

  1. Email support@luxurywellnessstore.com with your order number, product details, and reason for return.
  2. Once approved, you will receive a Return Authorization (RA) number and instructions.
  3. Ship the product using a trackable, insured shipping method.
  4. Retain your tracking number until your refund has been processed.

iComfort / Westinghouse Products

  • No returns after opening or use, even if only briefly tested, the product must be in the original sealed packaging.
  • Returns must be shipped directly to the original warehouse as instructed.
  • Customer is responsible for all return shipping costs.
  • Returned items must be shipped via a trackable courier service.

  • iComfort and Westinghouse products cannot be directly exchanged. If you would like to change your product, please request a return (if eligible) and place a new order for the desired item. The customer is responsible for return shipping and any applicable restocking fees.

Return Procedure:

  1. Contact support@luxurywellnessstore.com for authorization before returning any item.
  2. Once approved, we will provide the warehouse return address and instructions.

Vacuactivus Products

  • All sales are final. Due to custom manufacturing and warranty validation requirements, these items are final sale.
  • No returns, refunds, or exchanges are accepted for any Vacuactivus or Cryonick Wellness Technology Factory  products under any circumstances.
  • Customers must ensure compatibility with their facility, compliance with installation requirements, and readiness for delivery prior to placing an order.
  • Orders cannot be cancelled once production has begun.
  • Vacuactivus and Cryonick Wellness Technology Factory products are not eligible for exchanges. Please review specifications and requirements carefully before purchase.

BODY BALANCE SYSTEM PRODUCTS

  • Due to the professional, commercial-grade nature of Body Balance System equipment, all sales are final once an order has shipped. Due to custom manufacturing and warranty validation requirements, these items are final sale.
  • Returns, refunds, or exchanges are not accepted for Body Balance System products after shipment.
  • Customers are responsible for reviewing product specifications, dimensions, and access requirements before placing an order.
  • Order cancellations may be possible if requested before production or fulfillment begins. Please contact support@luxurywellnessstore.com immediately if you need to cancel an order.

PRISM LIGHT POD / PRISM LIGHT PAD PRODUCTS

  • All sales are final. No returns, refunds, or exchanges are accepted for Prism Light Pod or Prism Light Pad products. Due to custom manufacturing and warranty validation requirements, these items are final sale.
  • Orders cannot be cancelled once production or fulfillment has begun.
  • Products are covered under Prism’s manufacturer warranty only:
    • Light Pod (Full-Body Bed): 5-year bumper-to-bumper warranty on frame and structure, 2 years on electronics. Prism provides remote support and replacement parts at no cost during the warranty period. If on-site technician service is required, labor and travel expenses are billed separately by Prism.
    • Light Pad (Portable Unit): 2-year return-to-factory limited warranty (maximum one replacement during the warranty period). The customer must ship the defective unit back to Prism for inspection, repair, or replacement.
  • Customers are responsible for reviewing product specifications, electrical requirements, and delivery access before placing an order.

OAKWORKS PRODUCTS

  • All Oakworks products are custom-built to order.
  • Returns are generally not accepted. If a return is approved by Oakworks, it must follow their RGA (Return Authorization) procedure.
  • Master’s Collection and any products with custom laminate finishes are non-returnable, final sale.
  • Non-returnable items also include: upholstered or fabric products, linens, sheets, table warmers, table fleece, Hag Capisco chairs, and Sonographer’s chairs.
  • Any approved returns must be in new condition, in original packaging, and will incur a 30% restocking fee plus return shipping charges.
  • Requests for non-warranty returns must be submitted to Oakworks Customer Service within 15 days of the original ship date.
  • Need a hand? Email support@luxurywellnessstore.com and we’ll facilitate communication with Oakworks and guide you through the RGA steps if eligible.

10. Policy Changes

Luxury Wellness Store reserves the right to modify or update this policy at any time without prior notice. The version of the policy in effect at the time of purchase will apply to your order.

11. Legal Rights

This Return and Refund Policy does not affect any statutory rights you may have under applicable law.

12. Questions and Support

For more information, please:

 

Note: By making a purchase on our Website, you agree to this Return and Refund Policy.

 

Highline Home Supply LLC, doing business as Luxury Wellness Store
support@luxurywellnessstore.com
(860) 590-3541

2389 Main Street, STE 100, Glastonbury, CT 06033