Frequently Asked Questions & Policies
All items and conditions listed below are applicable to products registered to OGAWA Health-Care Pte Ltd, and placed as orders by Customers under the conditions of the 7 Day Experiential Program.

How does the 7 Day Experiential Program work?

The 7 Day Experiential Program allows you to experience the massage and functions of the desired product from OGAWA for a period of 7 Days, with a one-time free delivery of the product to one address and a one-time free collection from the same address.

The experiential period will start on the date that the product is delivered to you. At the end of the experiential period, the product will be collected and returned to OGAWA.

Please note that the experiential program is available to you if you wish to experience the product for non-commercial use in a residential property in Singapore.This experiential program is strictly not available for any other country.

 

During this 7 Day Experiential Program period, a product specialist will be made conveniently available to you to further assist and guide you through all the functions, benefits and usage of the experiential product so that you may experience the full massage capacity and enjoyment during the experiential period.

 

Assigned Product Specialists will be available for via WhatsApp, video or phone calls during weekdays only from 9.30am to 5.30pm. Excluding weekends and public holidays.

 

Upon completion of your 7 Day Experiential Program, you may enquire with us for more information regarding promotions to purchase the product.

 

What types of products are available for the 7 Day Experiential Program?

The 7 Day Experiential Program is offered for the following models of products (subject to availability):

(i) Master Drive Plus (Colours available: Espresso)

Note: By placing your order to experience the Master Drive Plus, you declare that there is/you will ensure that there will be a minimum clearance of 70cm in width from the entrance of your home to the desired spot of placement. Additional charges* may be applied should the delivery and installation process involve carrying the product through the staircase to reach a higher level/storey.

 

How much does the 7 Day Experiential Program cost?

The 7 Day Experiential Program involves a i) fixed administration fee and ii) fixed refundable deposit

 

(Please refer to the respective product listing on our website for the administration fees that will apply for the respective type of experiential product.)

 

The administration fee is a one-off payment that you must pay for in advance when you place your order for the 7 Day Experiential Program. Please note that if you wish to cancel your order for the Experiential Program before the end of the 7-day period, you will not receive any refund of any value of the Administration Fee you have paid. 

 

OGAWA reserves the rights to make deductions from your deposit or consider the product sold to the purchaser or the receiver at time of delivery, if the product is damaged, lost, or stolen as a result of your negligence, or if you fail to return the product to OGAWA within 7-days. OGAWA may also deduct the amounts that are due and owing by you to OGAWA (including rescheduling fees, if any) from your deposit. Failure to return the product due to negligence may result in legal actions.

 

Your deposit will be refunded back to the credit card that you used initially for your payment of the deposit within 7 working days after OGAWA has collected the product from you.

 

How will the delivery and collection time slots be allocated for my order of the Experiential Program?

After OGAWA has sent you a confirmation invoice for your order via email, OGAWA’s representatives will contact you via phone call to arrange for the allocation of delivery and collection time slots that suits you best.

 

While we strive to provide you with your preferred date and time slot for delivery/collection of the product, we do not make any promises that we will be able to allocate any particular date or time slot to your desire.

 

If you are unable to agree with OGAWA on the delivery/collection time slots for the first delivery and first collection of the product, OGAWA will cancel your Experiential Program and refund to you the payments already made by you for the administrative fee and the deposit.

 

Can I cancel my Experiential Program?

OGAWA reserves the rights to reject requests for cancellation of the Experiential Program once payment has been made and/or your order for the Experiential Program and the delivery/collection time slots for the first delivery/collection of the product have been confirmed by OGAWA. Even if OGAWA agrees to your request for cancellation of your Experiential Program, the administrative fee is strictly non-refundable.

 

How does the delivery and collection work?

You must ensure that you (or a person authorized by you) is present at the delivery address to receive or hand-over the experiential product with Official OGAWA delivery personnel. You or the authorized figure must be able to provide official verification that he/she is residing at the delivery location legally.

 

Both delivery and collection are free for the first attempt only. For each subsequent delivery attempt and/or collection attempt, including due to unsuccessful attempts, it will be considered as rescheduling and a there will be a re-scheduling charge involved. Payment for rescheduling fees will be advised accordingly.

 

You may contact OGAWA and quote your invoice number to arrange for a re-scheduling of delivery/collection via email at info.sg@ogawaworld.net or you may contact your product specialist assigned to you.

 

What are the time slots that I can choose from for delivery or collection*?

 

Morning: 10am-1pm

 

Afternoon: 2pm-5pm

 

*Please note that time slots are subject to availability. Deliveries and collections are not available on Weekends and/or Public Holidays

 

What if I cannot be present for the delivery/collection?

If you cannot be present at the delivery address personally during the scheduled time slot for delivery/collection, please make sure that a representative is present at the delivery address on your behalf to liaise with our delivery personnel for the delivery/collection of the product.  

 

OGAWA will not release the product to you or collect the product back from you unless you or your representative signs off on the product condition documentation which is presented by OGAWA’s delivery personnel for signature.

 

What should I do to prepare for my delivery?

Please ensure that there is sufficient space of at least 180 (L) x 85 (W) cm for the product to ensure that there is sufficient space for the backrest to recline and footrest to extend. In addition, an electrical outlet should be nearby to connect to the product.

 

The product must be kept indoors and out of direct sunlight or areas of high humidity.

 

During delivery, OGAWA’s delivery personnel will present a Product Condition Report for signature. You or your representative must check that the experiential product is in working condition and ensure that all information about the condition of the product that is contained in the Product Condition Report is accurate and complete before signing off.

 

You or your representative must sign off on the Product Condition Report before OGAWA’s delivery personnel will hand over the product.

 

Is the experiential product brand new?

The experiential product is a display unit. These products may have minor cosmetic damage such as scratches and there may be some signs of minor wear and tear. Nonetheless, OGAWA is committed to making sure that the experiential product is fully functioning, sanitized thoroughly and safe for use.

 

What if my experiential product breaks-down during the 7-day period?

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 info.sg@ogawaworld.net. 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. 

 

 

Am I responsible for maintaining the condition of the experiential product while it is under my care?

After the end of the 7-day period, you must return the product to us along with all of its accompanying accessories and operation manuals (if any) in the same condition as it was in when it was first delivered to you. However, you will not be responsible for deterioration in the condition of the product resulting from normal wear and tear.

 

If the product is altered, tampered with, damaged (excluding the endorsed acknowledgment between you and OGAWA of the wear and tear conditions presented upon first delivery attempt)  or destroyed while the product is in your possession, you will be deemed to have purchased the experiential product from us for the full retail price of a display set model as at the date of your order of the Experiential Program. In such a case, OGAWA may deduct your deposit for the purchase price of the product. You will not receive a refund of the administration fee.

 

What must I do to prepare for collection of my experiential product?

When the product is being collected by OGAWA, you must allow our delivery personnel to inspect the condition of the product. Our delivery personnel may take photographs of the product as proof of the condition of the product.

 

Our delivery personnel will fill up a Product Condition Report to record down the condition of the product.

 

You or your representative must check that all the information about the condition of the experiential product in the Product Condition Report is accurate and complete before signing off on the Product Condition Report.

 

You or your representative must sign off on the Product Condition Report before OGAWA’s delivery personnel collects the experiential product.

 

What will happen if I do not return my experiential product on time?

The experiential period will be for 7 days commencing from the date when you receive the product.

 

You will receive a call from us regarding the collection of the product within 24 hours before the experiential program period expires.

 

If you fail to return or fail to comply to facilitate the returning of the product to OGAWA within 7 days after the expiration of the experiential period, it will be deemed that you have purchased the product and you must pay OGAWA for the full retail price of a display set model of the product.

 

If you do not pay OGAWA for the price of the experiential product that you are deemed to have purchased, OGAWA reserves the right to hold your deposit. You will not receive a refund of the administration fee. OGAWA may proceed with legal action on this matter.

 

What if OGAWA is responsible for the failed delivery/collection attempt?

If the delivery attempt or collection attempt fails due to unforeseen circumstances not within the control of OGAWA and/or our delivery personnel, OGAWA will grant you an extension of the period without any additional charges to you until OGAWA is able to arrange for the next collection date.

 

Can I reschedule the delivery date for OGAWA’s delivery of the product to me?

You may reschedule the delivery date for OGAWA’s delivery of the experiential product by making a rescheduling request at least 2 working days prior to the scheduled delivery date. We will not accept any request made known to OGAWA in less than 24 hours to reschedule delivery dates.

 

You can make a rescheduling request by contacting us via email at info.sg@ogawaworld.net.

 

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