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Returns Policy

Returns Policy

Unwanted products may be returned for a refund or exchange if returned in their original condition within 14 days with proof of purchase. Refunds will be made only against the original form of tender and a discretionary restocking charge of 30% may be deducted. This does not affect your statutory rights.

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.

Exclusions

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.

Instructions for Returns

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.

Returns address:

The Weston Centre
Weston Road
CREWE
Cheshire CW1 6FL

Tel: 01270 253377

UK Delivery Policy

UK Delivery Policy

UK delivery refers to all parts of mainland United Kingdom, including the highlands of Scotland, 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.

Delivery of massage chairs

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.

Access

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.

Dismantle and Reassembly

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.

Overseas delivery

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

International Shipping Policy

Customs Information

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.

International Shipping Restrictions

Due to warranty issues and manufacturer restrictions we are unable to ship every product to all countries worldwide.

Signature requirements for delivery

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.

International chair deliveries

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.

Warranties

Non-Electrical Products

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.

Electrical Products

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 Your Warranty Expires

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.

Payment Policy

Find out how you may make payment for your purchase and the relevant requirements:

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 and debit card. 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.

Recycling Policy

The short version

FK Marketing is unable to physically take back all your old OSIM products in-store or at our head office, so we contribute financially to the recycling facilities around the country where you can take your old OSIM products. Electrical and electronic products should never be disposed of with your household waste.

Previously less than 3% of portable batteries were being recycled, but due to regulations coming into force in 2010 there are now more places to recycle your batteries than ever, including supermarkets. Look for battery recycling facilities near you and remember not to drop batteries in with your household waste.

For more information about your local facilities and recycling in general, please visit this website: www.recycle-more.co.uk

The detailed version

All Electronic and Electrical Equipment (EEE) placed onto the market from 2 January 2007 must be marked with the symbol shown above (crossed out wheelie bin) to indicate that it is covered by the WEEE (Waste Electronic and Electrical Equipment) Directive, the provisions of which require that producers or manufacturers of EEE become liable to pay for take-back treatment and recycling of end-of-life equipment (WEEE).

What are FK Marketing’s obligations according to the WEEE Directive?

As a distributor of EEE, FK Marketing must facilitate the take-back of household WEEE from UK consumers, and has chosen to fulfil its obligations in this area by joining the Government approved “Distributor Take-back Scheme” (DTS) set up by Valpak. By joining the Valpak scheme FK Marketing is contributing money to the establishment of a network of Designated Collection Facilities (DCF) where consumers are able to dispose of their WEEE free of charge for recycling and treatment in an ecologically sound manner. In this way FK Marketing can ensure that WEEE is disposed of by customers in a way that optimizes its re-use and recycling. The recycling and treatment of WEEE itself is part of the producer’s obligation under the WEEE Directive.

As a consequence of our membership of the Valpak scheme FK Marketing will not accept returns of household WEEE itself and cannot accept WEEE returns for recycling, neither do we make arrangements for its collection.

How does FK Marketing ensure safe disposal of my WEEE?

FK Marketing has chosen to join the Distributor Take-back Scheme (DTS) commissioned by the British Retail Consortium. This scheme is run by Valpak who are officially approved by the Government. As part of this scheme we ask that you take your old OSIM equipment to a designated collection facility (DCF) run by Valpak in your area. An online search facility is available on the following website to help you identify a DCF near you: www.recycle-more.co.uk. The DCF may be your local Household Waste Recycling Centre (HWRC).