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.
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 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.
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
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.
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.
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.
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.
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.
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.
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.
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.
