Refund policy

Effective Date: September 13, 2026

At Xhale Recovery, we aim to provide a smooth, transparent, and dependable shopping experience. Because many of our products are large, high-value, or delivered by freight, including saunas, cold plunges, massage chairs, red light therapy equipment, and other wellness and recovery products, certain cancellation and return conditions may apply.

If you have any questions about an order, cancellation, return, or refund, please contact us at support@xhalerecovery.com

Cancellations Before Your Order Ships

If you need to cancel an order, please contact us as soon as possible.

Orders that have not yet entered fulfillment or shipped may generally be cancelled for a full refund.

However, orders can be transmitted to our suppliers and fulfillment partners shortly after being placed. Once an order has entered fulfillment, been prepared for shipment, or been transferred to a carrier, cancellation may no longer be possible.

If your order has already shipped, it may need to be handled as a return instead, subject to the applicable return conditions outlined below.

Custom, Special-Order or Made-to-Order Products

Certain products may be customized, specially ordered, or manufactured specifically for the customer. Custom, special-order, or made-to-order products may not be cancelled or returned once production or fulfilment has begun.

Where a product is subject to these restrictions, we aim to identify this on the relevant product page or communicate it before fulfilment where applicable.

If you are unsure whether a product is considered custom, special-order, or made-to-order, please contact us at support@xhalerecovery.com before purchasing. This does not affect your rights regarding products that arrive damaged, defective, incorrect, or any rights that cannot legally be excluded.

Returns & Refunds

Unless otherwise stated on the applicable product page, customers have 30 days from the date of delivery to request an eligible return.

To request a return, contact support@xhalerecovery.com before sending the product anywhere. All returns require prior authorization from Xhale Recovery. If your return is approved, we will provide the appropriate return instructions and U.S. return location for your particular order. Because Xhale Recovery works with multiple suppliers and fulfillment locations throughout the United States, there is no single universal return warehouse. The correct return destination depends on the product and the location from which it was fulfilled.

Do not send a return to the address on the original shipping label, our corporate address, or another warehouse unless specifically instructed to do so by Xhale Recovery. Unauthorized returns may not be accepted or eligible for a refund.

Return Eligibility

Unless otherwise stated on the product page, standard returns generally require the product to be:

Unused
Uninstalled
Unassembled
In its original condition
In its original packaging
Complete with all original parts, accessories, manuals, and documentation

Proof of purchase is required.

Products that have been used, installed, assembled, modified, damaged after delivery, or returned without their original components or packaging may not qualify for a standard return.

Some products may have manufacturer-specific return conditions. Where applicable, product-specific terms disclosed on the relevant product page will apply.

Return Shipping & Restocking Fees

For non-defective returns, including change-of-mind returns, customers are generally responsible for return shipping costs.

Because many Xhale Recovery products are large and heavy, returns may require freight transportation, which can be considerably more expensive than standard parcel shipping.

Certain non-defective returns may also be subject to a restocking fee of up to 25%, depending on the product, supplier, manufacturer, condition of the item, and applicable return terms.

Where a restocking fee applies, we will communicate the applicable fee during the return authorization process before you proceed with the return.

Applicable return freight costs and restocking fees may be deducted from your refund.

If you wish to exchange an eligible product rather than receive a refund, please contact us. Depending on the product and supplier, we may be able to offer an alternative resolution.

Damaged, Defective or Incorrect Products

Please inspect your order carefully upon arrival.

For freight deliveries, we strongly recommend inspecting the product and packaging for visible damage before signing the delivery receipt whenever reasonably possible.

If you notice visible damage, please:

Note the damage on the carrier's delivery receipt where possible
Take clear photographs of the packaging
Take photographs and/or video of the product and damage
Retain the original packaging and damaged components
Contact support@xhalerecovery.com

as soon as possible
For the fastest resolution, we strongly recommend reporting visible shipping damage within 24 hours of delivery.

Please provide your order number, photographs or video of the damage, photographs of the packaging, and any relevant product/SKU information.

We will review the issue and work with the applicable supplier, manufacturer, or carrier to determine the appropriate resolution. Depending on the circumstances, this may include replacement parts, repair, replacement, or a refund.

Please do not discard the product, packaging, pallet, parts, or other materials relating to a damage claim until we have provided further instructions.

Refused Deliveries

Customers should not refuse delivery simply because they have changed their mind about an order.

If you wish to cancel or return an order, please contact us first.

If a shipment is refused without prior authorization, applicable return freight, storage, reconsignment, redelivery, or other carrier charges may be deducted from the customer's refund where permitted.

If a shipment arrives with visible freight damage, document the damage and contact us promptly for assistance.

Shipping Times

We always strive to process and deliver orders as quickly as possible.

Estimated shipping and delivery times shown on our website or individual product pages are based on information supplied by our manufacturers, suppliers, fulfillment partners, and carriers.

Many in-stock products are expected to arrive within approximately 7–14 business days, unless a different timeframe is stated on the applicable product page.

Delivery estimates are not guaranteed.

Delays can occasionally occur due to circumstances outside our reasonable control, including:

Manufacturer or supplier backlogs
Freight carrier availability
Severe weather
Seasonal demand
Inventory changes
Transportation disruptions
Delivery appointment availability
Other supply-chain circumstances

We will make reasonable efforts to communicate significant delays affecting your order.

Exchanges

Eligible products may be exchanged where permitted. Please contact support@xhalerecovery.com before requesting an exchange. Depending on the product, supplier, and fulfillment status, the original product may first need to be returned before a replacement order can be processed. Customers may be responsible for applicable return and replacement shipping costs for exchanges that are not related to a damaged, defective, or incorrect product.

Customer Responsibilities

By purchasing from Xhale Recovery, customers agree to:

Provide accurate shipping and contact information when placing an order.
Inspect deliveries promptly upon arrival.
Report visible freight damage as soon as possible and preferably within 24 hours.
Retain packaging and supporting evidence when reporting damaged products.
Obtain authorization from Xhale Recovery before returning a product.
Return eligible products in the condition required by this policy.
Pay applicable return shipping and disclosed restocking charges for eligible non-defective returns.
Understand that estimated shipping and delivery dates may be affected by circumstances outside our reasonable control.

Incorrect or incomplete delivery information supplied by the customer may result in additional reconsignment, redelivery, storage, or shipping charges.

Non-Returnable Items

Unless damaged, defective, incorrect, or otherwise required by applicable law, the following may not qualify for a standard return:

Used products
Installed or assembled products
Products that have been altered or modified
Products damaged through misuse or improper installation
Products missing original packaging, components, accessories, or documentation
Custom or personalized products
Made-to-order or special-order products
Products clearly identified as final sale before purchase
Gift cards

Please contact us before purchasing if you are unsure about the return eligibility of a particular product.

Warranty

Many products sold by Xhale Recovery include manufacturer warranty protection. Warranty periods, coverage, exclusions, and procedures vary by product and manufacturer. Please review the warranty information on the applicable product page where provided.

Manufacturer warranties generally cover eligible manufacturing defects and do not normally cover ordinary wear and tear, misuse, improper installation, unauthorized modification, accidental damage, or improper maintenance.

If you experience a product issue after the standard return period, contact support@xhalerecovery.com and we will assist you with the appropriate warranty process where applicable.

Promotions & Bundled Offers

If an order includes a Buy One Get One (BOGO), bundle, or similar promotional offer, all items included in the promotion may need to be returned together to qualify for a full refund. If only part of a promotional bundle is returned, the refund may be adjusted to reflect the normal value of the items retained by the customer.

Applicable return shipping and restocking fees may still apply to non-defective promotional returns.

Any specific terms displayed as part of a promotion will also apply.

Chargebacks & Payment Disputes

If you experience a problem with your order, we encourage you to contact us first at support@xhalerecovery.com Our team will make reasonable efforts to investigate and resolve legitimate order, delivery, damage, cancellation, or refund concerns. Nothing in this policy prevents a customer from exercising any rights available through their bank, card issuer, payment provider, or applicable law.

Refund Processing

Once an authorized return reaches the designated return location, it will be inspected. If the return is approved, we will notify you and issue the applicable refund to the original payment method used for the purchase.

Approved refunds are generally processed by Xhale Recovery within 5–10 business days following return approval.

Your bank, credit card issuer, PayPal, or other payment provider may require additional time to post the funds to your account. Where applicable, previously disclosed return shipping costs, restocking fees, or other authorized charges may be deducted from the refund.

Return Address

Xhale Recovery does not maintain a single public return address because products are fulfilled through multiple U.S. suppliers and fulfillment locations. If your return is authorized, we will provide the appropriate U.S. return address and return instructions for your specific order.

Please do not send products to our corporate or correspondence address unless specifically instructed to do so.

Contact Information

Questions regarding cancellations, returns, refunds, damaged deliveries, exchanges, or warranties can be sent to:

Business Name: Xhale Recovery
Email: support@xhalerecovery.com

Phone: (551) 233-5102.

Xhale Recovery is operated by SALONSUPPLYUSA LTD, a company registered in the United Kingdom.

Customer Service Hours: Mon–Sat, 9:00 a.m.–11:30 p.m. EST