Frequently Asked Questions

Unwanted products may be returned for a refund or exchange if returned in their original condition (including packaging) within 14 days with proof of purchase, except for all kind of foot massagers (uPhoria Sync Leg Massager), leg massagers or products that have a foot massager (such as Massage Chairs), due to the hygiene reasons or demo/second-hand products.

Hygiene-Sensitive Products

Foot massagers, leg massagers and products incorporating foot or leg massage functions, including massage chairs, are personal-use products.

For online purchases, your statutory cancellation rights apply. However, if a product is used or handled beyond what is reasonably necessary to inspect it, we may reduce the refund to reflect any loss in value, as permitted by law.

This does not affect your statutory rights if the product is faulty or does not conform to the contract.

For purchases covered under the Distance Selling Regulations, you have 14 days in which to cancel your contract in writing. Returning the item to us will be at the customer’s cost. Any refunds which are not covered in this way will be covered as outlined above.

Please note that for purchases made by cash in our shops we are unable to refund in cash, in line with anti-money laundering guidelines. Refunds will be offered in the form of an OSIM credit note which is valid for six months, and any refund remains subject to the conditions outlined above. For our full in-store refund policy please refer to our Returns policy on the reverse of your invoice, which is also available at the point of sale.

Faulty products may be returned for a refund or exchange within 30 days with proof of purchase.

Unless the item is being returned because of a fault or it has been sent to you in error you will need to bear the cost of returns.

Please note that any refunds requested on compassionate or discretionary grounds which fall outside these terms will not be considered unless in writing to cs2@osim.co.uk. Evidence may be required to support any such request.

Except in relation to faulty products the following items may not be returned: spare gel pads, earphones for uGogo, health soles, heat pads, uGem, uGalaxy, filters for uVenus or uAlpine and any other consumable products, additional warranty, or products where matters of hygiene make the product non-returnable.

This exclusion also applies to massage chairs so please ensure that you have chosen the correct product for your needs before finalising a purchase. We would strongly advise that you test the chair in one of our outlets as well as checking the measurements carefully before committing to the purchase.

Products purchased at a specially negotiated low price, below the currently advertised promotion price, or where the purchase is made on behalf of a business may not be refunded except where the product is faulty or incorrectly supplied.

Returns & Refunds

We want you to be confident when shopping with OSIM. If you change your mind about a purchase made online, please contact our Customer Service team CS2@osim.co.uk  within 14 days of receiving your order to let us know that you wish to return it.

Once you have notified us, please return the product to us within 14 days.

Returning Your Product

Please take reasonable care of your product while it is in your possession and return it complete with its original packaging, accessories, manuals and any other items supplied with it wherever possible.

We understand that you may need to inspect a product to decide whether it is suitable for you. However, if a product has been handled or used beyond what is reasonably necessary to inspect it, and this results in a reduction in its value, we reserve the right to make an appropriate deduction from your refund, where permitted by law.

To help you choose the right product and reduce the need for returns, we highly recommend trying our products at an OSIM showroom before purchasing where possible.

Where a returned product is not in a fully resaleable condition — including where the product shows signs of use beyond reasonable inspection, or packaging, accessories or other supplied items are missing or damaged — OSIM reserves the right to reduce the refund by an amount reflecting the reduction in value, up to 30% of the original selling price, where permitted by law.

We will assess the condition of the product when it is returned to us and will let you know if a deduction applies.

Foot Massagers

Due to the personal nature of foot massagers, we ask customers to take particular care when inspecting these products.

When deciding whether a foot massager is suitable for you, please avoid using it beyond what is reasonably necessary to inspect and assess the product.

If a returned foot massager shows signs of use beyond reasonable inspection and its condition has reduced its value, OSIM may make an appropriate deduction from the refund, up to 30% of the original selling price, where permitted by law.

We strongly recommend trying our foot massagers at an OSIM showroom before purchasing where possible.

This does not affect your statutory rights where a product is faulty, damaged, not as described or incorrectly supplied.

Faulty, Damaged or Incorrect Products

If your product arrives damaged, you receive an incorrect product, or you believe your product is faulty, please contact our Customer Service team as soon as possible.

We will assess the issue and, where appropriate, arrange collection and provide the applicable remedy, which may include a repair, replacement or refund.

The condition deductions described above do not limit your statutory rights in relation to faulty, damaged, misdescribed or incorrectly supplied goods.

Your Statutory Rights

Nothing in this Returns & Refunds Policy affects your statutory rights under UK consumer law.

Company Name: WEST GROWTH UK LTD

Address:
Bay 4 The Weston Centre,
Weston Road,
Crewe,
CW1 6FL United Kingdom

Tel: +44 (0) 1270 830888

Unwanted products may be returned for a refund or exchange if returned in their original condition (including packaging) within 14 days with proof of purchase, except for all kind of foot massagers (uSqueez 2 Leg Massager), leg massagers or products that have a foot massager (such as Massage Chairs), due to the hygiene reasons or demo/second-hand products.

For purchases covered under the Distance Selling Regulations, you have 14 days in which to cancel your contract in writing. Returning the item to us will be at the customer’s cost. Any refunds which are not covered in this way will be covered as outlined above.

Please note that for purchases made by cash in our shops we are unable to refund in cash, in line with anti-money laundering guidelines. Refunds will be offered in the form of an OSIM credit note which is valid for six months, and any refund remains subject to the conditions outlined above. For our full in-store refund policy please refer to our Returns policy on the reverse of your invoice, which is also available at the point of sale.

Faulty products may be returned for a refund or exchange within 30 days with proof of purchase.

Unless the item is being returned because of a fault or it has been sent to you in error you will need to bear the cost of returns.

Please note that any refunds requested on compassionate or discretionary grounds which fall outside these terms will not be considered unless in writing to cs@osim.co.uk. Evidence may be required to support any such request.

Except in relation to faulty products the following items may not be returned: spare gel pads, earphones for uGogo, health soles, heat pads, uGem, uGalaxy, filters for uVenus or uAlpine and any other consumable products, additional warranty, or products where matters of hygiene make the product non-returnable.

This exclusion also applies to massage chairs so please ensure that you have chosen the correct product for your needs before finalising a purchase. We would strongly advise that you test the chair in one of our outlets as well as checking the measurements carefully before committing to the purchase.

Products purchased at a specially negotiated low price, below the currently advertised promotion price, or where the purchase is made on behalf of a business may not be refunded except where the product is faulty or incorrectly supplied.

Before returning any item for refund you must obtain a Returns Authorisation Number (RAN). Please email cs@osim.co.uk with your invoice number, date of purchase, original purchaser name, the product you wish to refund, the serial number and your reason for refunding. If eligible you will be supplied with an RAN – this may take up to 72hrs. Please ensure this number is clearly visible on the external packaging to avoid your product being rejected. RANs are only valid for 15 days, after which you must re-apply so we can re-assess your eligibility.

Package the goods carefully to prevent damage, enclosing a copy of your proof of purchase and contact details, and send to the address below using registered post or other secure method of delivery. Please note that postage or other return costs will be the customer’s responsibility and will be reimbursed only in the case of damaged or incorrectly supplied goods, and only for standard tracked postage costs. Where an item was sold with ‘free delivery’ the usual cost of the delivery will be deducted from the amount to be refunded– this amount is shown on your invoice.

The goods must be returned, together with the original packaging, in the same condition as supplied to you, and where appropriate any free gifts should be included or the cost of these items will be deducted from the final refund amount.

If we find that the product has not been returned to us in fully resaleable condition, inclusive of full packaging, we reserve the right to refuse a refund on the item, or deduct up to 30% of the original selling price from the refund amount.

You should allow up to 10 working days from receipt of your product for the refund to be processed.

Company Name: WEST GROWTH UK LTD

Address: The Weston Centre Weston Road CREWE Cheshire CW1 6FL United Kingdom

Tel: 01270 253377

UK delivery refers to all parts of mainland United Kingdom, including Scotland. However, please note that deliveries to the Scottish Highlands may incur additional charges, and excluding Northern Ireland, the Isle of Man, the Isles of Scilly, the Scottish islands and the Channel Islands. For delivery to any of these please see below for information.

All deliveries must be signed for, except items sent by Royal Mail and which are small enough to be put through your letterbox. Please make sure you keep the receipt as it acts as your proof of purchase for warranty purposes.

Accurate individual delivery costs can be obtained by adding required items to the shopping cart and designating the county of delivery.

Deliveries are available Monday to Friday, excluding bank holidays. OSIM aims to provide approximately one week’s notice of the delivery date. If an earlier delivery slot becomes available, OSIM contacts the customer to check availability.

Massage chairs arrive fully assembled. Before delivery, the sales team works with the customer to check the chair dimensions and access to the preferred room. The customer receives the relevant measurements in advance to help ensure the chair can be delivered safely.

On delivery, the team will place the massage chair in the customer’s preferred room on the ground floor, provided there is safe and sufficient access. If delivery to an upstairs room is required, customers must check with OSIM in advance, as additional charges may apply. We may also require staircase measurements, photographs and other access details to assess whether upstairs delivery is feasible.

The delivery team does not dismantle the massage chair on-site to fit through restricted spaces. All delivery arrangements are subject to sufficient access and a safe route to the intended room.

The delivery team will remove the packaging to allow the customer to inspect the chair and confirm that it arrives in satisfactory condition. Packaging can also be removed and disposed of upon request, although OSIM recommends keeping the original packaging for a short period in case it is required.

Online Orders

Customers purchasing a massage chair online may have cancellation rights in accordance with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Full details are available in OSIM UK’s Terms & Conditions.

The customer is responsible for ensuring there is safe and sufficient access to deliver the massage chair to the delivery address and into the preferred location within the property.

Before delivery, the customer should consider:

• Vehicle access to the property
• Doorway and hallway widths
• Staircases, landings and tight corners
• Lift dimensions and weight restrictions, where applicable
• Sufficient space to manoeuvre the chair at any change of direction
  
  

If doors, windows or other fixtures need to be removed to provide sufficient access, the customer is responsible for arranging this in advance and for any associated costs.

If there is any uncertainty regarding access to or within the property, the customer should contact OSIM before delivery on +44 (0) 1270 830888 or by email at cs2@osim.co.uk to discuss the requirements.

Safe Delivery

The delivery team does not proceed with an access route if they determine that it presents a significant health and safety risk, may damage the massage chair, or may cause damage to the property.

Where the preferred location cannot be safely accessed, the delivery team discusses suitable alternative options with the customer. If a suitable solution cannot be found, the massage chair may need to be returned and delivery rearranged once appropriate access arrangements are in place. Additional delivery charges may apply.

For health and safety purposes, the delivery team makes the final decision on whether an access route is safe and suitable for delivery.

Checking Access Before Purchase

The customer is responsible for checking the required measurements before purchasing the massage chair. Sufficient clearance and turning space are required at all changes of direction, including staircases, hallways, doorways and entrances between rooms.

Delivery access difficulties do not affect the customer’s statutory rights. However, additional delivery or collection charges may apply where delivery cannot be completed due to insufficient access that was not disclosed to OSIM in advance.

Where access is expected to be tight we will ask, when arranging delivery, whether dismantling the chair is likely to be necessary. If you agree to a dismantle at the time of arranging a delivery there will be no additional charge above the ordinary cost of delivery. If we attempt delivery with the chair intact and find that access is insufficient there will be a charge of £300 for redelivery and dismantle.

Access difficulties are not an acceptable reason for refund so please ensure that any necessary measurements are taken before purchasing. There must be a minimum clear turning circle at any change in direction, for example on a staircase, in a hallway or between rooms.

European & Overseas Delivery

Do you deliver to Europe?

Yes, we may be able to arrange delivery to selected European countries. As international delivery requirements vary by destination and product, please contact cs2@osim.co.uk before placing your order for a delivery quotation and to confirm availability.

How much does European delivery cost?

Delivery charges are quoted individually and depend on the destination, product, access requirements and level of delivery service required.

How long does European delivery take?

Delivery times vary depending on the destination, product availability, customs clearance and the delivery service required. We will provide an estimated delivery timeframe when confirming your quotation.

Are customs duties and local taxes included?

International orders may be subject to local VAT, customs duties, clearance fees or other charges in the destination country. We will conf
irm, where possible, whether these are included in your delivery quotation or payable separately by the customer before the order is confirmed.

Will you deliver and install my massage chair inside my home?

The level of service available varies by country and location. Some destinations may only be available on a kerbside or ground-floor delivery basis, while others may offer delivery into the property and installation. We will confirm the available service before you place your order.

Customers must inform us in advance of stairs, lifts, narrow doorways, restricted access, parking restrictions or any other circumstances that may affect delivery.

Can my massage chair be dismantled for delivery?

Where dismantling is required, this must be discussed with us before the order is confirmed. Dismantling and reassembly services may not be available in all countries and additional charges may apply.

What happens if delivery cannot be completed?

If delivery cannot be completed due to incorrect or incomplete access information, restricted access or the customer being unavailable at the agreed time, additional storage, handling and redelivery charges may apply.

Can I return an internationally delivered product?

Please contact our Customer Service team before returning any product supplied outside the UK. International returns must be agreed with us in advance. Return transport and associated costs may be the customer's responsibility, subject to the reason for return and the customer's applicable legal rights.

Do you deliver to BFPO addresses?

No. We are currently unable to deliver to BFPO addresses.

For European and other international delivery enquiries, please contact cs2@osim.co.uk.

UK delivery refers to all parts of mainland United Kingdom, including Scotland. However, please note that deliveries to the Scottish Highlands may incur additional charges, and excluding Northern Ireland, the Isle of Man, the Isles of Scilly, the Scottish islands and the Channel Islands. For delivery to any of these please see below for information.

All deliveries must be signed for, except items sent by Royal Mail and which are small enough to be put through your letterbox. Please make sure you keep the receipt as it acts as your proof of purchase for warranty purposes. Online warranty registration is also available on this site.

Accurate individual delivery costs can be obtained by adding required items to the shopping cart and designating the county of delivery.

Deliveries are available Monday to Friday only. There will be no delivery on weekends or bank holidays. We will endeavour to give you a week’s notice, but where a delivery slot becomes available at the last minute we will call to see if anyone will be available to take delivery of the chair. No delivery will be arranged for massage chairs bought on the internet before the expiration of the 14 day cooling off period required by the Consumer Protection (Distance Selling) Regulations 2000.

When your chair is delivered our drivers will make every reasonable effort to take it to the room of your choice, provided that there is sufficient access. The chairs arrive fully assembled and the drivers will not be able to remove any parts of the chair on site to fit it through tight spaces. It is not our responsibility to get the chair to your preferred location, only to the delivery address and the chair will be left downstairs or in a garage if it cannot be manoeuvred to your preferred location.

The packaging will then be removed so that you can inspect the chair fully, as you will be asked to sign to confirm receipt of the chair in good order. The drivers may remove the box if you ask them to do so, but we recommend that you keep it for a week or so in case the chair proves to be faulty.

Delivery is to be accepted within eight weeks of purchase, unless special arrangements are agreed at the time of purchase. Goods held thereafter will be subject to storage charges at commercial rates.

Please be aware that it is your responsibility to ensure that there is sufficient access to deliver the massage chair into the delivery address and into your preferred location. You should consider vehicle access, width of doorways, availability of lifts, awkward stairs, tight corners, etc. If windows or doors need to be removed in order to gain access it is your responsibility to arrange this in advance at your cost and risk. If you are unsure about access to or within the property, please call (01270 253377) or email us (cs@osim.co.uk) to discuss this to avoid disappointment.

Please also note that where chosen access routes pose a serious risk to the health and safety of the drivers or risk damaging the chair or the customer’s property, a suitable alternate delivery address must be found within one mile of the agreed delivery address. If this is not an option the massage chair will have to be returned until suitable arrangements can be made. In this case any additional delivery would be chargeable. Our delivery drivers have had plenty of experience and their decision about access wll be final.

Access difficulties are not an acceptable reason for refund so please ensure that any necessary measurements are taken before purchasing. There must be a minimum clear turning circle at any change in direction, for example on a staircase, in a hallway or between rooms.

Where access is expected to be tight we will ask, when arranging delivery, whether dismantling the chair is likely to be necessary. If you agree to a dismantle at the time of arranging a delivery there will be no additional charge above the ordinary cost of delivery. If we attempt delivery with the chair intact and find that access is insufficient there will be a charge of £300 for redelivery and dismantle.

Access difficulties are not an acceptable reason for refund so please ensure that any necessary measurements are taken before purchasing. There must be a minimum clear turning circle at any change in direction, for example on a staircase, in a hallway or between rooms.

For non-UK delivery please email cs@osim.co.uk for delivery pricing and arrangements. Please note that we are unable to make deliveries to BFPO addresses.

We are not normally able to offer a removals service but should you wish to move your chair to a new location and you need advice on the best way to move the chair you should email cs@osim.co.uk

The customer is subject to all import duties, taxes and tariffs on any products ordered, which are imposed in your country, unless otherwise agreed with us in writing. Additional charges for customs clearance must be borne by you.

We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country and you should contact your local customs office for further information.

Additionally, when ordering from us, you are considered the importer of the goods purchased and must comply with all the laws and regulations of the country in which you are receiving the goods. Generally, customs forms or shipping invoices for international packages will list the value of your order’s contents by product type.

For shipping of products internationally, you should be aware that cross-border shipments are subject to opening and inspection by customs authorities.

Once an order leaves one of our distribution centre we are not responsible for orders that are delayed through customs. If you believe your order/s is likely to be/has been delayed please contact your local customs office since we will not be able to track your package in your home country.

Yes, we ship worldwide. please contact us via CS2@osim.co.uk and our team will be able to arrange a special delivery for you.

OSIM uses third-party courier services for deliveries. Depending on the courier and service selected, a signature may be required upon delivery. Customers should therefore provide a shipping address where someone is available to receive the package and sign for it if required.

OSIM will request that the courier does not leave the package unattended without appropriate authorisation. However, delivery procedures may vary depending on the courier’s service and terms. Customers are advised to ensure that the delivery address and contact details provided are accurate and that arrangements are in place to receive the package.

Where we are able to ship a massage chair to another country this will be performed by a third party freight forwarder. All deliveries are kerbside, not into the building, and are likely to be available only during normal business hours. The freight forwarder will contact you about

a suitable delivery date once the chair is in the delivery country.

If any arrangements are made with them which fall outside of business hours or kerbside delivery you may be invoiced for these directly, as we will not accept liability.

Please ensure you have assistance available during the delivery slot to enable you to bring the massage chair into the delivery address as they cannot be handled by one person alone.

As with any delivery the onus is on the customer to make suitable arrangements to take delivery of their purchase.

The customer is subject to all import duties, taxes and tariffs on any products ordered, which are imposed in your country, unless otherwise agreed with us in writing. Additional charges for customs clearance must be borne by you.

We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country and you should contact your local customs office for further information.

Additionally, when ordering from us, you are considered the importer of the goods purchased and must comply with all the laws and regulations of the country in which you are receiving the goods. Generally, customs forms or shipping invoices for international packages will list the value of your order’s contents by product type.

For shipping of products internationally, you should be aware that cross-border shipments are subject to opening and inspection by customs authorities.

Once an order leaves one of our distribution centre we are not responsible for orders that are delayed through customs. If you believe your order/s is likely to be/has been delayed please contact your local customs office since we will not be able to track your package in your home country.

Yes, we ship worldwide, including Europe, Asia, Middle East, America and everywhere on the planet, please contact us via live chat and our team will be able to arrange a special delivery for you at any time.

We will instruct the shipping companies not to leave packages at the shipping address without proper authorisation. International courier services generally require a signature. It is necessary for you to provide a shipping address where someone is available to receive and sign for the package.

Where we are able to ship a massage chair to another country this will be performed by a third party freight forwarder. All deliveries are kerbside, not into the building, and are likely to be available only during normal business hours. The freight forwarder will contact you about a suitable delivery date once the chair is in the delivery country. If any arrangements are made with them which fall outside of business hours or kerbside delivery you must be invoiced for these directly, as we will not accept liability. Please ensure you have assistance available during the delivery slot to enable you to bring the massage chair into the delivery address as they cannot be handled by one person alone.

As with any delivery the onus is on the customer to make suitable arrangements to take delivery of their purchase.

As these items cannot be repaired it is not possible to offer a repair. Within 14 days, with proof of purchase you may be able to return the item for a one-for-one product exchange, or a refund if the item is eligible.

Please see our full Returns Policy for exclusions. For items found to be faulty only a one-for-one exchange or refund can be offered and needs to comply with the requirements of the Sale of Goods Act 1979 or EU Directive 1999/44.

All OSIM electrical products are covered by a one-year commercial warranty. In the UK, this includes local warranty service. In eligible European markets, the warranty covers replacement parts and technical assistance, subject to the applicable warranty terms.

This commercial warranty is provided in addition to your statutory consumer rights under applicable law. For UK consumer purchases, these rights include protections under the Consumer Rights Act 2015. In European markets, applicable national consumer protection laws may provide additional rights. Nothing in this warranty limits or excludes any statutory rights that cannot lawfully be restricted.

Within 14 days with proof of purchase you may return the product for a one-for-one product exchange or a refund. After the 14 day period repairs will be arranged. Please see our full Returns Policy for details of how to return your product.

Items should usually be returned to the original place of purchase at your cost. Shop purchases will then be available for collection approximately 4-6 weeks later and shop staff will call to advise. For webshop and office purchases which are posted back by the customer, we will cover the cost of return post.

For large items such as chairs within mainland UK please email cs2@osim.co.uk to arrange a service visit and repair on-site.

For non-UK customers we will work with you to diagnose a fault, and supply parts (free of charge under warranty only) and technical assistance by email, whether for smaller products or massage chairs. All enquiries should be sent by email to cs2@osim.co.uk

If a product cannot be repaired we may offer a one-for-one product exchange at our discretion.

Please note that warranties are personal to the original purchaser, and valid only in the original country of purchase.

Warranty cover excludes: wear and tear, user error, accidental damage and natural disaster. Service by non-OSIM personnel will render any warranty, whether legal or commercial, invalid, and no reparation will be offered.

If you have purchased your OSIM product from any other website or supplier please approach your retailer in the first instance, as your contract is with them, and we would be unable to verify your purchase details.

After Your Warranty

For Small products
Once the initial one-year warranty period has expired, we are still able to assist with repairs. Please note that all out-of-warranty repairs are chargeable.

For an up-to-date repair price for your product, please contact our Customer Service team at cs2@osim.co.uk.

Where possible, we will assess the reported fault before providing a quotation. Full payment is required before we can proceed with the repair.

For massage chairs outside of warranty, please contact cs2@co.uk. Massage chair repairs are handled separately, and in most cases can be completed in a single visit once the fault has been identified and the repair has been agreed.

OSIM UK 1-3-5 Year Massage Chair Warranty

Section 1: Warranty

1.1 If goods are faulty, OSIM will meet its obligations under the Consumer Rights Act 2015 and other applicable United Kingdom consumer law. Reasonable proof of purchase is required.

1.2 Subject to the terms and conditions set out below, OSIM agrees to provide warranty coverage for massage chairs purchased by you directly from OSIM in the United Kingdom in accordance with the 1-3-5 Year Warranty structure set out in Section 2.

1.3 The warranty period commences on the date the massage chair is delivered to the customer.

1.4 OSIM reserves the right to repair the product or replace the product or relevant part with the same or an equivalent product or part. Where a replacement is provided, the product or part replaced becomes the property of OSIM. OSIM may use new or refurbished parts in carrying out a repair or replacement. Repair or replacement of the product or any part does not extend or restart the applicable warranty period.

1.5 Where transportation of a massage chair is required for warranty inspection or repair, OSIM will arrange collection and return delivery. The customer will not be required to transport the massage chair to or from OSIM or its designated service centre themselves.

1.6 Standard collection and return delivery costs for a valid warranty claim are covered by OSIM during the applicable warranty period, subject to the terms of the relevant level of warranty coverage.

Additional transportation charges may apply where the massage chair is located outside OSIM's standard service area or in a remote or difficult-to-access location. Where an additional transportation charge applies, OSIM will advise the customer of the charge before collection is arranged.

Any transportation charges described in this warranty apply only to services provided under the terms of this warranty and do not limit or affect any obligation of OSIM to bear costs where required under the Consumer Rights Act 2015 or other applicable law.

1.7 OSIM and its authorised service centres may seek reimbursement of reasonable inspection, service or transportation costs where, following inspection, the massage chair is found to be in good working order or the reported issue is not covered by the applicable warranty. Where reasonably practicable, the customer will be advised of any applicable charges before chargeable work is undertaken.

Section 2: 1-3-5 Year Warranty Coverage

For the purposes of this warranty, the 1-3-5 Year Warranty means:

Year 1 – Full Warranty: Parts, Labour and Metal Structural Components

During the first year from the date of delivery, the massage chair is covered by OSIM's comprehensive warranty.

The Year 1 warranty includes:

• covered parts;
• labour required to diagnose and repair a covered fault;
• covered metal structural components of the massage chair; and
• warranty service and OSIM-arranged transportation where required, subject to the transportation provisions in Section 1.
  
  

Where appropriate, warranty service may be carried out at the customer's premises.

Where an in-home repair is not reasonably practicable, OSIM will arrange collection of the massage chair, repair at a designated service centre and return delivery to the customer.

The customer is not responsible for labour charges for repairs covered by the warranty during Year 1.

Years 2–3 – Parts Warranty

Parts warranty coverage continues from the beginning of Year 2 until the end of Year 3, providing a total of 3 years of parts warranty coverage from the original date of delivery.

During Years 2 and 3, eligible parts required to repair a fault covered by this warranty remain covered.

Covered parts include, but are not limited to, major components such as the backrest motor, PCB and footrest motor, where the failure is covered by this warranty.

Labour is not covered from the beginning of Year 2.

The customer is responsible for labour charges associated with diagnosis, removal, installation, repair or replacement of covered parts during Years 2 and 3.

Before carrying out chargeable labour, OSIM will advise the customer of the applicable labour charge. Chargeable work will only proceed once the applicable charges have been accepted and paid by the customer.

Where transportation is required, OSIM will arrange collection and return delivery of the massage chair. Additional transportation charges may apply to locations outside OSIM's standard service area or to remote or difficult-to-access locations, as set out in Section 1.

Years 4–5 – Metal Structural Warranty

From the beginning of Year 4 until the end of Year 5, warranty coverage is limited to eligible metal structural components of the massage chair.

For the purposes of this warranty, metal structural components means the principal metal frame and supporting metal structure forming the structural framework of the massage chair.

The Years 4–5 warranty does not provide general parts coverage. Electrical, electronic, mechanical, upholstery and other non-structural components are not covered during Years 4 and 5 unless OSIM is otherwise required to provide a remedy under applicable law.

Labour is not covered during Years 4 and 5.

Where a covered metal structural component requires repair or replacement, the customer is responsible for the applicable labour charges. OSIM will advise the customer of any chargeable labour before the work is undertaken. Chargeable work will only proceed once the applicable charges have been accepted and paid by the customer.

Where workshop repair is required, OSIM will arrange collection of the massage chair, transportation to the designated service centre and return delivery to the customer. The customer will not be required to transport the massage chair themselves.

Additional transportation charges may apply to locations outside OSIM's standard service area or to remote or difficult-to-access locations, as set out in Section 1.

Summary of 1-3-5 Year Coverage

Year 1: Parts + Labour + Metal Structural Components

Years 2–3: Parts + Metal Structural Components; Labour is chargeable

Years 4–5: Metal Structural Components only; Labour is chargeable

All warranty coverage is subject to the exclusions in Section 3.

2.1 Neither the standard nor extended warranty is transferable to a new owner if the massage chair is sold, gifted or otherwise transferred.

2.2 The warranty applies only to the massage chair for which it was originally provided and cannot be transferred to another product.

2.3 Where a warranty repair requires labour, work or materials that are not covered by the applicable warranty period, OSIM will advise the customer of the applicable charges before carrying out the chargeable work. Chargeable work will only proceed once the applicable charges have been accepted and paid by the customer.

Section 3: Warranty Exclusions

The warranty will not apply:

3.1 If the product has not been installed, maintained or used in accordance with the manufacturer's instructions provided with the product.

3.2 If the factory-applied serial number has been altered, defaced or removed from the product.

3.3 To damage, malfunction or failure resulting from alterations, accidents, misuse, abuse, fire, liquid spillage or misadjustment of customer controls; incorrect voltage; power surges or dips; thunderstorm activity; power supply problems; unauthorised repairs or modifications; the use of defective or incompatible accessories; exposure to abnormally corrosive conditions; or the entry of any insect, vermin or foreign object into the product.

3.4 To damage arising from transportation or movement of the product where such transportation or movement was not arranged or authorised by OSIM, or where the damage resulted from inadequate packaging, handling or transportation arranged independently by the customer or another third party.

This exclusion does not apply solely because damage occurs while the product is being transported by a carrier arranged by OSIM as part of an authorised warranty service.

3.5 To the replacement or repair of:

(a) consumable or wear-and-tear items, including leather, fabric, upholstery, batteries and cables, where replacement or repair is required as a result of normal wear and tear rather than a manufacturing defect; or

(b) lost parts or accessories.

3.6 Subject to the customer's statutory rights and to the extent permitted by law, OSIM will not be liable under this warranty for indirect or consequential losses arising from the failure of the product, including loss of use or loss of profits.

Nothing in these warranty terms excludes or limits any liability that cannot lawfully be excluded or limited.

3.7 The warranty will not apply if the product is intended to be used, or is used at any time, for commercial, business, industrial or rental purposes, unless OSIM has expressly agreed otherwise in writing.

3.8 The warranty does not cover additional costs arising solely because the massage chair is located in a remote or difficult-to-access location. OSIM will arrange transportation where required for a covered warranty repair; however, the customer may be responsible for an additional transportation charge in accordance with Section 1.

3.9 The application of a warranty exclusion does not affect any statutory rights the customer may have under applicable United Kingdom consumer law.

Section 4: Statutory Consumer Rights

4.1 This warranty is provided in addition to, and does not affect, your statutory rights under applicable United Kingdom consumer law, including the Consumer Rights Act 2015.

4.2 Nothing in these warranty terms excludes, restricts or limits any rights or remedies available to you under applicable law.

4.3 The remedies and services provided under this warranty are additional contractual benefits provided by OSIM and do not replace any statutory remedy to which you may be entitled.

4.4 Where there is any conflict between these warranty terms and a statutory right that cannot lawfully be excluded or restricted, the applicable statutory right will prevail.

Section 5: Making a Warranty Claim

5.1 To make a warranty claim, the customer must contact OSIM and provide reasonable details of the massage chair and the reported fault.

5.2 Reasonable proof of purchase must be provided when making a warranty claim. OSIM may also request the product's serial number and other information reasonably required to identify the product and assess the claim.

5.3 OSIM may carry out reasonable troubleshooting or diagnostic checks before arranging an in-home service visit or collection of the massage chair.

5.4 Where an in-home service visit is appropriate, the customer must provide reasonable access to the massage chair at the agreed service time.

5.5 Where collection is required, OSIM will arrange the collection with the customer. The customer must provide reasonable access to the massage chair and follow any reasonable instructions provided by OSIM concerning preparation of the chair for collection.

5.6 The customer is not required to independently arrange transportation of the massage chair to or from OSIM or its designated service centre as part of an authorised warranty repair.

5.7 Where an additional transportation charge applies because the massage chair is located outside OSIM's standard service area or in a remote or difficult-to-access location, the customer will be informed of the applicable charge before collection is arranged.

5.8 OSIM will determine whether a covered massage chair should be repaired at the customer's premises, collected for workshop repair, or replaced, subject to the customer's statutory rights.

Section 6: Definitions

For the purposes of this warranty:

6.1 "Warranty Period" means the applicable period of coverage commencing on the date the massage chair is delivered to the customer.

6.2 "Year 1" means the first 12 months from the date of delivery and provides full warranty coverage for eligible parts, labour and metal structural components, subject to these terms and conditions.

6.3 "Years 2–3" means the period beginning immediately after the expiry of Year 1 and ending 36 months after the original date of delivery. During this period, eligible parts and metal structural components remain covered, but labour is not covered and is chargeable to the customer.

6.4 "Years 4–5" means the period beginning immediately after the expiry of Year 3 and ending 60 months after the original date of delivery. During this period, coverage is limited to eligible metal structural components. Parts other than eligible metal structural components and all labour are not covered.

6.5 "Parts" means eligible components of the massage chair covered by the applicable warranty period, including electrical, electronic and mechanical components, but excluding consumable items, normal wear-and-tear items and anything excluded under Section 3.

6.6 "Labour" means the reasonable technician time required to diagnose, dismantle, repair, replace, install, reassemble and test components of the massage chair in connection with a repair.

6.7 "Metal Structural Components" means the principal metal frame and supporting metal structure forming the structural framework of the massage chair. It does not include upholstery, coverings, cushions, plastic trim, electrical components, electronic components, motors, wiring, PCB assemblies or other non-structural components.

6.8 "Standard Service Area" means the geographical area within which OSIM provides its standard warranty collection, delivery and service arrangements without an additional remote-location transportation charge.

6.9 "Remote or Difficult-to-Access Location" means a location outside OSIM's standard service area or a location where collection, delivery or attendance reasonably results in additional transportation or access costs.

6.10 "Proof of Purchase" means reasonable evidence showing that the massage chair was purchased from OSIM, including an original receipt, order confirmation or other reasonable evidence of purchase.

6.11 "Designated Service Centre" means a service centre, workshop, technician or repair facility appointed or authorised by OSIM to inspect, service or repair the massage chair.

As these items cannot be repaired it is not possible to offer a repair. Within 14 days, with proof of purchase you may be able to return the item for a one-for-one product exchange, or a refund if the item is eligible.

Please see our full Returns Policy for exclusions. For items found to be faulty only a one-for-one exchange or refund can be offered and needs to comply with the requirements of the Sale of Goods Act 1979 or EU Directive 1999/44.

All electrical items carry a full one year local UK commercial warranty, or a limited one year European commercial warranty covering parts and technical assistance. This does not affect your right to a legal warranty as detailed in the UK Sale of Goods Act 1979 or EU Directive 1999/44.

Within 14 days with proof of purchase you may return the product for a one-for-one product exchange or a refund. After the 14 day period repairs will be arranged. Please see our full Returns Policy for details of how to return your product.

Items should usually be returned to the original place of purchase at your cost. Shop purchases will then be available for collection approximately 4-6 weeks later and shop staff will call to advise. For webshop and office purchases which are posted back by the customer, we will cover the cost of return post.

For large items such as chairs within mainland UK please email cs@osim.co.uk to arrange a service visit and repair on-site.

For non-UK customers we will work with you to diagnose a fault, and supply parts (free of charge under warranty only) and technical assistance by email, whether for smaller products or massage chairs. All enquiries should be sent by email to cs@osim.co.uk

If a product cannot be repaired we may offer a one-for-one product exchange at our discretion.

Please note that warranties are personal to the original purchaser, and valid only in the original country of purchase.

Warranty cover excludes: wear and tear, user error, accidental damage and natural disaster. Service by non-OSIM personnel will render any warranty, whether legal or commercial, invalid, and no reparation will be offered.

If you have purchased your OSIM product from any other website or supplier please approach your retailer in the first instance, as your contract is with them, and we would be unable to verify your purchase details.

After the first year of warranty has expired we are still able to assist with repairs, but these will be chargeable. Please email cs@osim.co.uk for an up-to-date price for your product.

For massage chairs outside of warranty please email info@osim-uk.co.uk. The majority of chairs can be repaired in a single visit as we narrow down the fault before quoting. You will need to pay in full in order to proceed with the repair visit.

Section 1: Warranty

1.1 If goods are faulty we will meet our obligations under the United Kingdom Consumer Law but proof of purchase is required.
1.2 Subject to the terms and conditions set out below OSIM agrees to repair or replace at OSIM’s cost, purchased by you in the United Kingdom from OSIM when the product does not perform in accordance with the manufacturer’s specification during:
1.2.1 The standard warranty period of 1 year, commencing from the date of purchase or date of delivery in case of massage chairs; and
1.2.2 The extended limited warranty period specified (if purchased in accordance with section 2 below)
1.3 OSIM reserves the right to replace the product or relevant part with the same or equivalent product or part, rather than repair it. Where a replacement is provided the product or part replaced becomes the property of OSIM. OSIM may replace parts with refurbished parts. Replacement of the product or part does not extend or restart the standard warranty period nor extended warranty period.
1.4 Both standard and extended warranties do not include delivery or in-home pick up service.
1.5 The product will be at owner’s risk whilst in transit to and from OSIM.
1.6 OSIM and its authorized service centres may seek reimbursement of any costs incurred by them when the product is found to be in good working order.
1.7 First-year comprehensive in-home warranty, including Parts and Labour for the metro area. (Within 100km from CBD)

Section 2: Extended Warranty (Massage Chairs Only)

2.1 The extended warranty may only be purchased on the same day when you made the purchase for the massage chair. The extended warranty period begins upon the expiration of the standard warranty period. The extended warranty will include the following service:

(Additional 2yrs) Total of 3yrs Major Defects in Home Warranty:

Including Major Parts, including backrest Motor, PCB and Footrest Motor. This excludes Labour + Distant Charge. (*Warranty Exclusions Apply)

(Additional 4yrs) Total of 5yrs Structural Warranty:

Any Frame or Structural problem will be fixed in the designated workshop. This warranty Includes frame or structural parts, but not labour. Massage chair owner will be responsible for the transportation cost for drop off and pick up massage chair to the designated workshop. Workshops are in Crew only. (*Warranty Exclusions Apply)

2.2 Both standard and extended warranties are not transferable to a new owner, in the event of sale of the product.

Section 3: Warranty Exclusions

The standard and extended warranties will not apply:
3.1 If the product has not been installed, maintained or used in accordance with the manufacturer’s instructions provided with the product.
3.2 If the factory-applied serial number has been altered or removed from the product.
3.3 To damage, malfunction or failure resulting from alternations, accident, misuse, abuse, fire, liquid spoilage, misadjustment of customer controls; due to incorrect voltage, power surges and dips, thunderstorm activity, acts of god, voltage supply problems, unauthorized repairs by any persons, use of defective or incompatible accessories, exposure to abnormally corrosive conditions or entry by any insect, vermin or foreign object in the product.
3.4 To damage arising during transportation, installation or while moving the product, or to any transportation costs of the product or any parts thereof to and from the owner.
3.5 The replacement or repair of any (1) consumables – including leather, fabric, upholstery, batteries and cables, or (2) lost parts or accessories. 3.6 OSIM will not be liable for any loss, damage or alternations to third party hardware or software or any part of the product, no matter how occurring, or for any loss or damage arising from loss of use, loss of profits or for any resulting indirect or consequential loss or damage.
3.7 The standard and extended warranty will not apply, if the product is intended to be used, or is used at any time, in commercial, business, industrial or rental applications.

Section 4: Consumer Guarantees

As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items purchased from OSIM. In accordance with United Kingdom Consumer Law, if the item has a minor failure, the consumer is entitled to, at the election of OSIM, have the goods repaired or replaced. If the item has a major failure, you may have the right to reject the item and seek a refund or exchange, or you may keep the item and seek compensation for any drop in the value of the product.

To help us process your order securely and efficiently, the following payment terms apply to all online orders placed with OSIM through this website:

Accepted payment methods

We accept Visa, Mastercard, American Express, debit cards and Klarna. We do not accept cash or cheques. Other payment methods may only be accepted where they are expressly offered at checkout.

Billing information

You must provide accurate and complete billing information when placing your order. The billing information you provide should match the information held by your card issuer or payment provider. This information may be used to verify your payment and help protect against unauthorised transactions.

Payment verification

To help prevent fraud and unauthorised transactions, we may carry out additional verification checks and may ask you to provide further information or documentation to verify your identity, billing address or payment details.

Where additional documentation is required, we will tell you what information is needed and how it should be provided securely. Please do not send full payment card details or your card security code (CVV/CVC) by email.

Orders subject to verification

We reserve the right to delay, suspend or cancel an order where we are unable to verify the information provided, where payment has not been authorised, or where requested verification information has not been provided.

To enable the smooth processing of your order, the following payment policies will apply to all online orders placed with OSIM throughout this site:

1. Payments can be made by Visa, Mastercard, American Express, debit card and Klarna. Cash, cheques and some other electronic cards cannot be accepted.

2. You are required to provide details for Billing Information. Billing Information submitted must be the same as it appears on your credit card statement. The billing address is held by the card issuer and helps link the card to the address as an extra level of security.

3. To prevent any fraudulent orders and to verify the Billing Information provided, we may at our option, request that you send additional information to us via email. This may take the form of a copy of the front and back of your card, your card statement (the portion which reflects the card number, billing address and issuing bank’s name/logo) or other proof of address in the form of a utility bill, for example.

4. We reserve the right to cancel your order and/or suspend delivery should we find that the information submitted is not in order or should we not receive the above documentation upon request.

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments. When shopping with us you can now pay the way you want with Klarna. It’s up to you whether you prefer to pay right away, pay later or pay over time.

General information on Klarna are available here.

1. Fill your basket with new stuff.
2. Check out as normal.
3. Choose Klarna as payment option at checkout and pick the payment plan that suits your ways to pay.
4. Submit your order. All set to go!

Spread the cost of your purchase into equal monthly payments with 0% interest for the first 12 months. Financing is a promotional plan on the Klarna Account. If you’re approved you can manage purchases and set up automatic payments in the Klarna App.

Can I pay less than the amount owed each month? You can at any time choose to pay your minimum payment instead of your interest-saver payment. Your monthly minimum payment is the amount to be paid to avoid incurring late fees on your Klarna Account. Should you choose to pay your minimum payment instead of your interest-saver payment this will mean you will lose your promotional plan offer and the remaining balance will start to incur interest at 18.9% APR (variable).

Visit Klarna’s Customer Service page  for a full list of FAQ’s, live chat and telephone options avaiable.

Klarna is a Swedish payment service provider that takes end-to-end responsibility for your payment. Klarna is the provider of smooth payments to more than 200,000 online stores. Over 85 million consumers worldwide have trusted Klarna to securely handle their payments. When shopping with us you can now pay the way you want with Klarna. It’s up to you whether you prefer to pay right away, pay later or pay over time.

General information on Klarna are available here.

1. Fill your basket with new stuff.
2. Check out as normal.
3. Choose Klarna as payment option at checkout and pick the payment plan that suits your ways to pay.
4.Submit your order. All set to go!

Want to know a little bit more?
See Full Document Here.

Spread the cost of your purchase into equal monthly payments with 0% interest for the first 12 months. Financing is a promotional plan on the Klarna Account. If you’re approved you can manage purchases and set up automatic payments in the Klarna App.

Can I pay less than the amount owed each month? You can at any time choose to pay your minimum payment instead of your interest-saver payment. Your monthly minimum payment is the amount to be paid to avoid incurring late fees on your Klarna Account. Should you choose to pay your minimum payment instead of your interest-saver payment this will mean you will lose your promotional plan offer and the remaining balance will start to incur interest at 18.9% APR (variable).

See Full Document Here.

Visit Klarna’s​ Customer Service page​ for a full list of FAQ’s, live chat and telephone options avaiable.

These terms and conditions govern your use of the OSIM United Kingdom website and the purchase of our products. By using our website and/or purchasing our products, you agree to comply with these terms.

Orders

Order Acceptance: All orders are subject to acceptance and availability. We reserve the right to refuse an order for any reason.

Pricing: All prices are in GBP and inclusive of VAT. We reserve the right to change prices without notice.

Payment: Payment must be made in full before dispatch. We accept major credit/debit cards and other payment methods as indicated on our website.

Delivery

Delivery Times: We aim to deliver products within the estimated timescales. However, delays are occasionally inevitable due to unforeseen factors.

Shipping Costs: Shipping costs will be calculated and displayed at checkout.

Risk and Ownership: Risk of loss and damage of products passes to you on the date when the products are delivered.

Warranty

Our massage chairs come with a 1 full year warranty covering manufacturing defects. The warranty does not cover damage to upholstery.

Limitation of Liability

To the extent permitted by law, OSIM United Kingdom shall not be liable for any indirect or consequential loss or damage arising from the use of our products or services.

Governing Law

These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact Us

For any questions or concerns about these terms and conditions, please contact us at: Email: cs2@osim.co.uk

Address: OSIM, Unit 4, Weston Centre, Weston Road, Crewee, CW1 6FL.

Tel: +44 (0) 1270 830888

Introduction

OSIM UK is committed to providing high-quality products and services. If you are not satisfied with any aspect of our service, please let us know. This document outlines our complaints procedure to ensure your concerns are handled promptly and fairly.

How to Make a Complaint

Initial Contact:

Contact our Customer Service team via email at cs2@osim.co.uk or call us at Tel: +44 (0) 1270 830888.

Provide full details of your complaint, including your contact information and order number.

Investigation:

Our Customer Service team will thoroughly investigate your complaint.

We may contact you for further information or clarification during the investigation.

Upon conclusion of the investigation, we will communicate the outcome to you and any actions we will take to rectify the situation.

Contact Us

For any questions regarding our complaints procedure, please contact us at:

Email: cs2@osim.co.uk

Address: OSIM, Unit 4, Weston Centre, Weston Road, Crewe, CW1 6FL.

These terms and conditions govern your use of the OSIM United Kingdom website and the purchase of our products. By using our website and/or purchasing our products, you agree to comply with these terms.

Orders

Order Acceptance: All orders are subject to acceptance and availability. We reserve the right to refuse an order for any reason.

Pricing: All prices are in GBP and inclusive of VAT. We reserve the right to change prices without notice.

Payment: Payment must be made in full before dispatch. We accept major credit/debit cards and other payment methods as indicated on our website.

Delivery

Delivery Times: We aim to deliver products within the estimated timescales. However, delays are occasionally inevitable due to unforeseen factors.

Shipping Costs: Shipping costs will be calculated and displayed at checkout.

Risk and Ownership: Risk of loss and damage of products passes to you on the date when the products are delivered.

Warranty

Our massage chairs come with a 1-year warranty covering manufacturing defects. The warranty does not cover damage caused by misuse, accidents, or unauthorized repairs.

Limitation of Liability

To the extent permitted by law, OSIM United Kingdom shall not be liable for any indirect or consequential loss or damage arising from the use of our products or services.

Governing Law

These terms and conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

Contact Us

For any questions or concerns about these terms and conditions, please contact us at: Email: cs@osim.co.uk

Address: OSIM, Unit 4, Weston Centre, Weston Road, Crewe, CW1 6FL.

Introduction

OSIM United Kingdom is committed to providing high-quality products and services. If you are not satisfied with any aspect of our service, please let us know. This document outlines our complaints procedure to ensure your concerns are handled promptly and fairly.

How to Make a Complaint

Initial Contact:

Contact our Customer Service team via email at cs@osim.co.uk or call us at +44 7307 564616

Provide full details of your complaint, including your contact information and any relevant order or product details.

Acknowledgment:

We will acknowledge receipt of your complaint within 3 working days.

We will provide you with a reference number for your complaint for future correspondence.

Investigation:

Our Customer Service team will thoroughly investigate your complaint.

We may contact you for further information or clarification during the investigation.

Resolution:

We aim to resolve all complaints within 10 working days. If the complaint requires more time, we will keep you informed of the progress and the expected resolution date.

Upon conclusion of the investigation, we will communicate the outcome to you and any actions we will take to rectify the situation.

Escalation Process

If you are not satisfied with the initial response to your complaint, you can escalate the matter as follows:

Stage 1 – Supervisor Review:

Request a review of your complaint by a supervisor by contacting us at cs1@osim.co.uk.

A supervisor will review your complaint and the initial resolution efforts and will respond within 10 working days.

Stage 2 – Management Review:

If the supervisor’s response does not satisfy you, request a management review by contacting us at management@osim.co.uk.

A member of our management team will review your complaint and respond within 10 working days.

External Resolution

If you are still dissatisfied after following our complaints procedure, you can contact the following external bodies:

Consumer Ombudsman You can contact the Consumer Ombudsman at www.ombudsmanassociation.org or call them at 0333 241 3209.

Financial Ombudsman Service (for finance-related complaints): Visit www.financial-ombudsman.org.uk or call them at 0800 023 4567.

Record Keeping

We maintain records of all complaints, investigations, and resolutions for a minimum of 6 years. This helps us to identify trends and improve our services.

Contact Us

For any questions regarding our complaints procedure, please contact us at: Email: cs@osim.co.uk

Address: OSIM, Unit 4, Weston Centre, Weston Road, Crewe, CW1 6FL.