Return Policy

OSIM Returns Policy
We want you to be happy with your purchase, please contact us at online@osim.com and we will look for a solution with you first if you find the product is not suitable for you. However, if you are still dissatisfied with your online orders, we can issue a return and refund within 14 calendar days of receiving the shipment. The product must be in its original condition and packaging. Once your return has been received and inspected, we will issue a refund, less return shipping costs and a 15% re-stocking fee unless the product is defective, or the return is a result of an error by OSIM. Refunds will be provided in the same way that the initial payment was made.

Please note that for purchases made in-store is subject to our 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 14 days after receiving 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 online@osim.com. Evidence may be required to support any such request.

Please contact us at online@osim.com before shipping back any item to us for repair, return or exchange reasons. For the safety of our employees, any package received without prior arrangement will be rejected.

Instructions for Returns

Before returning any item for refund you must obtain a Returns Authorisation Number (RAN). Please email online@osim.com 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. 


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 15% 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

Company Name: WEST GROWTH HOLDING INC

Address: 10770 Lower Azusa Rd, El Monte, 91731

Tel: +1 626 636 5080

Delivery Policy

OSIM Standard Delivery

Standard delivery refers to all parts of mainland United States of America, and excluding Hawaii, Alaska, American Samoa, Guam, and U.S. Virgin Islands. For delivery to any of these please see below for information.


Your order will be processed within 2-3 business days and the delivery time frame under standard delivery will be around 8-15 business days, depending on location. Due to the ongoing health emergency, delivery migth take longer than expected.


All deliveries must be signed for. 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.


For non-standard delivery please email online@osim.com for delivery pricing and arrangements. Please note that we are unable to make deliveries to P.O Box addresses.

Delivery of massage chairs

Deliveries are available Monday to Friday only. There will be no delivery on weekends or bank holidays. Our customer service team will contact you within 2-3 business days to process the delivery order. Massage chair delivery time frame is 10-15 business days. Delivery will be Curbside only. Our massage chair arrives fully assembled, it is your responsibility to check the specification for the width of the chair prior to your purchase. 


Moving instruction is available in the user's manual, you may contact us to get more information if you have any further question on massage chair delivery prior to purchase. Our team is happy to help


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.

White Glove Delivery

Due to the ongoing health emergency, white glove delivery has been temporarily suspended. 

Warranties

OSIM Standard Warranty

All electrical items carry a full one-year local warranty. If you are having issue with the product, please call OSIM customer care +1 626 636 5080 or email info@osim.com. Our customer care team will assist you to resolve your issue.


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 days 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 2-4 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 USA please email info@osim.com to arrange a technician consultation. Our customer service team will contact you within 3 business days.


For non-US mainland 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 info@osim.com


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 info@osim.com for an up-to-date price for your product.


For massage chairs outside of warranty please email info@osim.com 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 requirement

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.

Don't see the question that you have in mind? Call us +1 626 636 5080 or Email us online@osim.com.and we will answer any questions that you may have about our brand, products, or operations. We are happy to help. 

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