You will be entitled to receive a replacement unit if the product is deemed to have broken down during the 7-day due to manufacture defects. Please note that replacement arrangements will not be valid due to the following reasons:
(a) any damage that results from changes, alterations or additions made to the product that were not performed by OGAWA or its authorised agents;
(b) deliberate acts of vandalism, loss of unit or part thereof, or due to natural causes; or
(c) faults caused by operating the product outside design specifications or outside any documentation or manuals supplied with the product; and
(d) internal and external consumable parts and accessories, such as batteries, cloth covers and outer casings.
If your product breaks down during the 7-day period, you may request for a replacement of the experiential product by sending an email to us at firstname.lastname@example.org. You may also reach out to your product specialist for assistance.
An OGAWA representative will contact you within 24 hours from receiving your request for a replacement to make arrangements for our personnel to conduct an on-site check-up for the product at your delivery address with social distancing and proper hygiene measures. If the product is deemed as broken down or does not conform to the Acceptance Condition by our personnel on-site, we will collect the product from your delivery address and a replacement of the product will be delivered to you at your delivery address. Replacement units are subjected to stock and colour availability.
Your 7-day experiential period will be suspended from the date when you sent us your request for a repair/replacement, and will commence again from the date when OGAWA repairs your product or delivers a replacement product.