Send your product to the Service Centre in our Head Office, located at The Weston Centre, Weston Road, Crewe CW1 6FL (inside Storage Boost building). Opening hours: 9.30am to 4.30pm, Monday Friday.
Call us on 01270 253377 for further assistance. If you are not able to reach us, please leave a message on the voice mail system and we will reply within the next 24 working hours.
What are the charges I have to pay if the product is out of its warranty period?
Service charge is a fixed price which varies from product to product (from £30) and you will be asked to pay this charge when sending your product in for repair. Payment can be by card in store or over the phone, or you can include a cheque made payable to FK Marketing Ltd when returning your product to us. Please note that a delay in clearing your cheque may result in a delay with your repair, but we will contact you should there be any difficulties.
Can I purchase spare parts to do my own repairs?
In an effort to maintain the quality of our products, the company does not sell spare parts directly to customers without a product evaluation by our technicians. Likewise, we do not recommend repairs by non-authorised personnel, particularly during the warranty period. Please note that any unauthorised repairs will void the warranty of your product. If you do wish to purchase spare parts and carry out the repair yourself, all spare parts are non-refundable, so please be very clear about the parts you need.
How can I be assured about the quality of repair to my product?
All repairs are covered by our three month guarantee. This means that if a replaced part becomes faulty, or the same fault recurs we will take it back at no charge. This does not cover unrelated faults, although our technicians will check for potential issues at the time to try and avoid additional repairs.
What should I do if my OSIM massage chair is having problem?
Initially you should refer to the Operations Manual for the possible causes and trouble-shoot actions – this should always be your first action. Please try to rule out loose cables, missing fuses or faulty extension cables before contacting us if possible.
Call our Head Office (01270 253377) for further assistance. If you are not able to reach us, please leave a message on the voice mail system and we will reply within the next 24 working hours.
If your massage chair is not within warranty but can be repaired we will need to take the exact model details and your location, as well as details of the fault in order to supply a quotation. Quotations will be made by email and are valid for one month.
Polite Reminder: Warranty does not cover wear and tear, accidental damage or mis-use, so if your product has been dropped, used commercially or used in a manner for which it was not intended please expect to be charged for repair, even if you are within your warranty period.
Can I purchase extended warranty for my massage chair?
Yes, you may do so as long as it is still within an existing warranty period. Purchases of extended warranty cannot be made in-store or on our website – please call our Head Office (01270 253377) to make the purchase.
Can my OSIM product purchased in the UK be repaired overseas if it is still within warranty?
OSIM warranty is generally only for products still in the country of purchase, meaning that if a product is taken out of that country a repair charge should be expected. For very recent purchases we always advise that you contact the country of purchase to discuss.
For products purchased in Europe via the UK OSIM website the standard one year warranty applies – we will always try to assess the damage via email before asking you to return a product, to be sure we can rule out user error.
What are your operating hours?
Our head office is open: 9.30am to 4.30pm, Monday to Friday. Closed on weekends and bank holidays. Please note that we only have a part-time showroom within the head office, so we strongly advise that you make an appointment to ensure the products you are interested in are available for you to try.