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.

Company Name: WEST GROWTH HOLDING INC

Address: 10770 Lower Azusa Rd, El Monte, 91731

Tel: +1 626 636 5080

• 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.

• Orders are processed within 2-3 business days, with a delivery time frame of 8-15 business days, depending on location. Delivery times may be extended due to weather or other factor, please refer to tracking number to contact OSIM for updates.

• All deliveries must be signed for upon arrival. The receipt serves as 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.

• Once delivery is confirmed, change, recall or change delivery information is not possible. After delivery arrangements are made, return shipping costs and a 15% restocking fee will be applied for product returned to warehouse.

• Massage chair (Full body massage chair and uThrone) deliveries are available Monday to Friday only (no weekend or bank holiday deliveries).

• The logistic team will contact you to confirm delivery details within 1-2 business day with you after you placed the order. Please check and reply to the email to confirm delivery details with us. We will only be able to arrange delivery for you after your confirmation of delivery and contact details.

• Delivery timeframe is 10-15 business days. Please contact us if you would like to receive the product before or after certain period, we will be able to assist.

• After we dispatched the massage chair, it is customer’s responsibility to receive the massage chair the delivery time frame. If customer fail to receive the massage chair within the delivery time frame, goods held thereafter will be subject to storage charges at commercial rates.

• Free Delivery (mainland USA) will be Curbside only. All full-body massage chairs come with complimentary curbside delivery. This service includes delivery to the Moving room or loading dock (apartment); the front of your house or the end of your driveway, depending on your residence type. 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, please contact our customer support team.

• Delivery is to be process and confirm 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. Customer is responsible to clear the storage charges before receiving the massage chair.

• Please notice that we will not be able to cancel or recall the order once we receive the confirmation from you as we have arranged the delivery for you. For customer who changed their mind after we arranged the delivery for you, return shipping costs and a15% re-stocking fee will be applied on the return.

We are pleased to offer White Glove Delivery with a flat fee of $450. This premium service includes scheduled delivery, unpacking, transport of the chair into your home (including up or down stairs), and removal of all packaging materials. Please note that our chairs arrive fully assembled for your convenience.

• Customers must ensure a safe delivery environment. Additional service fees may apply if unsafe conditions, such as insufficient access, require redelivery.

• If you or an authorized representative is unavailable at the time of delivery, a redelivery fee will apply and charged according to delivery address, and rescheduling will be subject to availability.

• OSIM and its delivery partners strive to meet the agreed delivery date; however, delays due to unforeseen circumstances (e.g., natural disasters, traffic congestion, work stoppages) may occur. OSIM is not liable for costs incurred due to such delays.

• Upon delivery, customers must check and confirm all items. Any missing or damaged items should be noted on the delivery confirmation slip for follow-up.

• To modify or cancel your order, contact us as soon as possible by +1 888 508 6746(10:00AM - 6:00PM PST) or email to online@osim.com. 

• Once delivery is confirmed, changes of delivery details, cancel or recall delivery are not possible. If a customer changes their mind after delivery arrangements are made, return shipping costs and a 15% restocking fee will be applied.

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. Please see our full Returns Policy for details of how to return your product.

Small 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 (Alaska & Hawaii), 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.

Return Address

Company Name: WEST GROWTH HOLDING INC

Address: 10770 Lower Azusa Rd, El Monte, 91731

Tel: +1 626 636 5080

For non-US mainland customers (Alaska & Hawaii), we will work with you to diagnose a fault, 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

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.

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.