Warranty Policy

All terms and conditions listed below are applicable to OGAWA products, registered with OGAWA Health-Care Pte Ltd (OGAWA SINGAPORE).

Due to constant upgrades and improvements in software, hardware and product design engineering, massage experiences between display units and delivered units may vary marginally. Due to the nature of developmental upgrades, replacement and refunds are non-applicable.

We would like to express our most sincere gratitude to all OGAWA Customers and Supporters. While we are constantly working towards delivering better customer experiences both online and offline, we value the welfare of our staff and we keep the responsibility of ensuring a safe and positive working environment, close to our hearts. Mutual respect is deeply appreciated.

We reserve the right to protect our staff and/or refuse rendering services/demands from abusive customers and situations.

OGAWA Standard Warranty Terms & Conditions

1. The warranty is offered by OGAWA, with charge, to the purchaser of an applicable OGAWA Product and is only valid in the country of original purchase (Singapore).
2. The healthcare product is under warranty against manufacturing defect(s).
3. The default warranty period is a value-added service, offered by OGAWA, that begins on the first day of purchase or on the date of delivery (whichever is later) for a period of 1 year unless otherwise stated in the OGAWA Sales Order/Invoice provided upon purchase of the following products:
i.Massage Chairs, Massage Sofa
ii.Foot Massager, Hand-Held Massager, Fitness Product, Mobile Seat/Mobile Neck Massager
iii.Diagnostic Items
4. The warranty ceases to apply if there is any evidence of tampering, misuse, or unauthorized maintenance.
5. The warranty does not cover product battery, accessories, upholstery, cloth and relocation services.
6. Under the following circumstances, services and parts will be chargeable even within the warranty period:
o Failure to present the warranty card and/or receipt when servicing is required. Full particulars not clearly shown or alterations made against the actual information. e.g. Alteration of the date of purchase, serial numbers – altered or moved.
o The unit has been tampered with and/or altered in any way by any unauthorized technicians or which has been subjected to misuse, negligence, or accident. The warranty does not cover set installation and damage occurring in transit by or from the customer.
7. The warranty is not transferable, negotiable or assignable to any third party.
8. The warranty is not a guarantee or promise relating to the nature of the material, workmanship or performance of the product.
9. OGAWA has the sole option to repair or to replace a product with like kind, quality and specifications in the event of product malfunction. If the product is replaced, the warranty will be automatically terminated. The product with the original warranty will then become the property of OGAWA (if replacement is accepted by the customer) without need for further authorization.
10. The total value of all repairs and/or replacements made during the term of the warranty shall not exceed the purchase price paid for the product.
11. If identical materials are not available at the time of repair or replacement, OGAWA reserves the right to substitute comparable materials or models and does not guarantee that the replacement will match the existing or original piece.
12. OGAWA may conduct diagnostic tests on the product to determine the cause of defect. OGAWA’s decision on all claims, including without limitation whether there is a defect in the product, the cause of defect, validity of the warranty, and what remedy is to be provided, shall be conclusive and you agree to abide by such decision. Products with valid warranty subsisting will upon repair or replacement continue to be warranted for the remaining of its warranty period, or for a period of 30 days from the date of completion of repair/replacement, whichever is longer.
13. OGAWA shall not in any way be liable under this warranty to repair, replace or refund any product which OGAWA, at its sole discretion, decide as being “Out of Warranty” due to breach of warranty term, expiry of warranty period, invalidation of the warranty. Repair charges/spare part charges are applicable for repair of product which is Out of Warranty or without any valid supporting documents such as dated proof of purchase and warranty card.
14. OGAWA shall not in any way be liable under this warranty to repair, replace or refund any product which OGAWA, at its sole discretion, decide as being “Out of Warranty” due to breach of warranty term, expiry of warranty period and/or invalidation of the warranty (failure to present warranty card and/or receipt). Repair charges/spare part changes are applicable for the repair of Out of Warranty product and the repaired product carries a 90-day warranty from the date of completion of service for the:
o Spare part replaced/repaired, and
o Same fault for which the repair was conducted.
15. The guarantee does not cover any damage(s), losses, costs or expenses, direct, indirect or incidental, consequential or special, arising out of, or related to the product.
16. The warranty become null and void if the product is taken out of the country of purchase.
17. The customer may send in their OGAWA Product* to OGAWA Service Centre through any OGAWA Outlet to your convenience during the retail operating hours. The repaired Product will be sent to OGAWA Singapore Headquarters for repair and will be returned to the same retail outlet (unless otherwise stated) for your collection. Delivery charges is applicable even within warranty period for collection/return/delivery of the defective product and are subjected to schedule and availability. (*Applicable to Foot Massagers, Hand Massagers, Fitness Products, Mobile Seats/Mobile Neck Massager only)

3 Years’ Service Maintenance Policy

(Only applicable to M-SUITE Massage Chairs with Master Club Registration)
W.E.F 04 Mar 2019

o OGAWA offers to provide services to maintain the Customer’s product, subject to the terms and conditions of this Agreement and its schedules and availability.
o The 3 Years Service Maintenance is only applicable and valid for 1 service maintenance done per calendar year, up to a period of 3 years effective from date of delivery.
o The Services shall be performed within the Service Time, which shall be between 9.00am and 5.00pm, Mondays to Fridays.
o Service Maintenance includes general checking, lubrication, tightening of bolt and nuts.
o Service Maintenance is priced from $30 per slot. Additional man-hours or special request job requirements will be charged accordingly. Please kindly consult our Service team on separate charges.
o Customers are required to contact our customer service hotline (1800-888-1818) or send an email to info.sg@ogawaworld.net for service maintenance appointments.
o OGAWA shall at their discretion undertake such modifications, changes or enhancements to the product and/or implement any practice, procedure or measure, which is deemed necessary by OGAWA and/or to prevent or minimize the damage to the product.
o OGAWA reserves the rights to amend the terms and conditions without prior notice.