Support

Repair support

Send your product to the Service Centre in our Headquarters, located at Jalan Tanah Kusir IV No.36 RT.2 RW.9 Kebayoran Lama Selatan, Kec.Kebayoran Lama, Jakarta Selatan – 12240 (Opening hours: 9am to 5pm from Mondays to Fridays & 9am to 1pm on Saturdays. Closed on Sundays & Public Holidays).

Bring your product to any of our nationwide OSIM Stores and they can send it back to the Service Centre located in our Headquarters without any delivery charges. Note however that you will only be able to collect your product at the Service Centre after the repair/evaluation is complete.

Message us via our Customer Service WhatsApp (+6281219009800) for further assistance. However, kindly note that we might not be able to answer your queries immediately if there is often a queue for this option. If you are not able to reach us, please leave a message on the voice mail system and we will reply within the next 24 working hours.

Product service charge varies for products and will be informed before you send your product in for repairs. After we receive your product, a technician will do a preliminary assessment. If spare parts are required to faciliate the repair, the technican will call you to inform you of the spare parts charges before commercing the repair with your consent.

In an effort to maintain the quality of our products, the company does not sell spare parts directly to customers without a product evaluation by our technicians. Likewise, we do not recommend repairs by non-authorized personnel. Do note that any unauthorized repairs will void the warranty of your product. We take pride in serving you so please let us know directly if you require assistance.

The 30 Days User Verification Period (UVP) is a period automatically provided (after repairs by OSIM Headquarters) for WITHOUT any warranty. Customers can use this UVP to observe their product after repair. Any defects, within this 30 days UVP, for the same product, the company will repair for free. For product that malfunction at the last 30 days of their warranty period, the UVP will be provided as well.

You can refer to the Operation Manual for the possible causes and trouble-shoot actions. If the problem persists, please contact our Service Centre.

Chat us via our Customer Service Hotline (+6281219009800) for further assistance. However, kindly note that we might not be able to answer your queries immediately if there is often a queue for this option. If you are not able to reach us, please leave a message on the voice mail system and we will reply within the next 24 working hours.

Email us via osim@e-metrox.com for non-urgent assistance.

Product Support

A: For the latest software files for uPixie, please go to uPixie Software Update

Product Support

A: For the latest software files for uPixie, please go to uPixie Software Update

Others

Opening hours: 9am to 5pm from Mondays to Fridays & 9am to 1pm on Saturdays.

Closed on Sundays & Public Holidays

Warranty

Yes, you may do so as long as it is still within the first year – default standard warranty period, at our Headquarters, online via www.osim.id or at our nationwide OSIM Stores. If you purchase extended warranty for your massage chair, you will be entitled to the following service for free.

Automatic Extension to Warranty Period in the 3rd Year

If a repair is necessary during the 3rd year of purchase for customers who bought extended warranty, we will automatically extend the warranty period by the number of days required to service the product.

Extended warranty for applicable products can be sold anytime during the first year of purchase without need for further assessment. If a customer wishes to purchase extended warranty after the first year of purchase (and before the second year has lapsed), kindly note the following conditions:

i. A Product Evaluation Charge (PEC) will be levied on top of the price of the product’s extended warranty plan 

ii. If product malfunction is observed after PEC and spare parts are required to correct the malfunction, the retail selling price of the spare parts will be levied on top of the PEC.

iii. The total cost of extended warranty for such requests will therefore be the total of: Extended Warranty Price + PEC + Spare Parts Price (if required).

iv. Sales of extended warranty for any OSIM product from the 3rd year (from date of original purchase) is prohibited.

During your purchase, the warranty for your purchase (if applicable) will be created automatically in our secured systems. This is the reason why we asked for your name, NRIC/identification number, contact numbers (residential and mobile), address and email at the time of payment in our sales locations. A separate registration is not required.

If you need to check warranty information, please feel free to contact the Service Centre directly:

Chat us via our Customer Service Hotline (+6281219009800) for further assistance. However, kindly note that we might not be able to answer your queries immediately if there is often a queue for this option. If you are not able to reach us, please leave a message on the voice mail system and we will reply within the next 24 working hours.

Email us via osim@e-metrox.com for non-urgent assistance.

The company will definitely honour all warranty terms and commitments if the product (purchased from an OSIM Shop located in Singapore) is located in Singapore. We will do our best to provide assistance but note that any products requiring repair assistance BUT transited out of the country of original purchase will be subjected to costs of freight, custom/government taxes, service charges, delivery/collection charges, spare parts charges and/or any charges dictated by the regulations/policies of the country that the product is residing in.