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Refund policy

Returns & Warranty

We want you to be satisfied with your purchase. If you need to make a return, all items must be in original condition and packaging, and you must request a Return Merchandise Authorization (RMA) before shipping anything back.

To start a return or warranty claim, email cs@estorescorp.com with your order number, product details, and a brief explanation of the issue. Items sent back without an approved RMA will not be accepted.

Neutral Posture Products

Neutral Posture chairs and seating products are often built to order. If you need to request a return, the return must be approved in advance and the product must have been delivered within the last 30 days. Once approved, returned merchandise must be received within 30 days of the RMA being issued.

To be eligible for return, items must be unused, in original condition, and in the original packaging. Products must be in good reusable condition. Returns will not be accepted for products that are no longer offered for sale, including COM materials or other non-standard or custom items. No refund or credit will be issued for products returned damaged.

All approved returns are subject to a restocking fee. Seating products are subject to a 30% restocking fee. Eligible GSA orders may be subject to a 20% restocking fee. Non-seating or systems-related products approved for return may be subject to a 45% restocking fee. Customers are responsible for return shipping charges, and all returns must be shipped freight prepaid.

Order cancellations after production begins may be treated as returns and may be subject to the same applicable restocking fees.

Refunds are issued to the original payment method after the returned merchandise is received and inspected, less any applicable restocking and shipping charges.

Warranty

Neutral Posture warrants to the original purchaser that its products are free from defects in materials and workmanship under normal single-shift use, which means up to 8 hours per day and 5 days per week, for the applicable warranty periods listed below.

Products used in environments that exceed single-shift use are covered for 2 years, unless they are specifically rated for 24/7 continuous-shift intensive use.

Neutral Posture’s warranty obligation is limited to the repair or replacement of defective products or parts, at its discretion, after inspection and approval of the claim. Warranty coverage applies only to the original purchaser.

Freight for approved warranty parts and products is covered within the contiguous 48 United States and the District of Columbia, with the shipping method determined at Neutral Posture’s discretion.

The customer is responsible for normal maintenance, including assembly, adjustments, operation checks, routine cleaning, lubrication where applicable, and checking screws every six months.

eStores Direct will only be able to escalate warranty issues to Neutral Posture for products ordered from our website - NeutralPostureChairs.com. If you purchased your product from a different authorized retailer, you would need to speak with them directly. 

Warranty Periods

12 Years
All products and components except those listed below

10 Years
Chair controls, pneumatic cylinders, casters, glides, arms, and plastic components

5 Years
Arm pads, inflatable lumbar, anti-fatigue mats, footrings, footrests, NeXtep®, CPU holders, monitor arms, keyboard trays, keyboard mechanisms, Connexion Arm®, foam, mesh material, and Guardian®

3 Years
Upholstery excluding leather, Ultraleather™, NovaSuede®, UltraSuede®, Finesse®, graded-in fabrics, COM, and COL

2 Years
Tablet holder and forearm supports

Replacement Parts
Covered for 2 years or the balance of the original warranty, whichever is longer

Engineer-to-Order Products
Covered for 3 years under normal single-shift use

Purchased Parts
Covered for 30 days out of the box

24/7 Continuous-Shift Intensive Use Warranty

Neutral Posture’s 24/7 continuous-shift intensive use warranty covers all chair components for 5 years from the date of purchase for the original purchaser, except for upholstery and inflatable lumbar.

Only upholstery with a double rub rating above 1,000,000 is covered for the full 5-year period. Inflatable lumbar is covered for 2 years.

If you are purchasing a model for intensive-use or multi-shift environments and want to confirm its warranty coverage, please contact us before ordering.

Warranty Exclusions

This warranty does not apply to:

  • Products not purchased new
  • Abuse, alteration, misuse, negligence, or accident
  • Damage caused during shipping by a carrier
  • Normal wear and tear
  • User modifications, improper use, or improper installation
  • Failure to follow installation or maintenance instructions
  • Damage caused by cleaning chemicals
  • Dye transfer from clothing or external materials
  • Damage from sharp objects such as pens, shoes, scissors, jewelry, or keys
  • Use of unauthorized non-Neutral Posture components
  • Products exposed to extreme environmental conditions or improper storage
  • Slight variations in fabric color due to dye lots
  • Color matching, fabric puddling, or normal material wear characteristics
  • Leather, Ultraleather™, NovaSuede®, UltraSuede®, Finesse®, COM, COL, or other third-party materials specified by the customer, including their appearance, durability, performance, or colorfastness
  • Modifications or attachments not approved by eStores Direct or Neutral Posture

eStores Direct and Neutral Posture do not cover on-site labor or service charges under this warranty.

How to Submit a Warranty Claim

To submit a warranty claim, please email cs@estorescorp.com with:

  • Your order number
  • The product serial number
  • A description of the issue
  • Clear photos and/or videos showing the defect or problem

In some cases, the product or part may need to be returned for inspection before the claim is approved.