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Frequently Asked
Questions

Returns Policy

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.

UK Delivery Policy

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.

International Shipping Policy

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.

Warranties

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.

Payment Policy

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.

Financing with Klarna

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.

Terms & Conditions

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.