Returns and Exchange Policy

Returns and Exchange Policy (Indonesia Stores, Roadshows and Website)

This Returns and Exchange Policy (Indonesia Stores, Roadshows/Fairs and Website) (“Policy”) is applicable to products purchased from PT. Metrox Fortuna (“OSIM” or “we”, “us”, or “our”) in Singapore at OSIM outlets or OSIM roadshows/fairs or online via the OSIM website, accessible at OSIM Indonesia website.

This Policy does not apply to any products purchased via any other sales channels or from any seller other than PT. Metrox Fortuna.

This Policy does not apply to products purchased from OSIM at any of OSIM’s warehouse sales.

OSIM reserves the right to make amendments to this Policy at any time, in OSIM’s sole discretion, by posting any such amendment(s) to OSIM’s website (Policy) without prior and separate notice.

A. We may, subject to our discretion and this Policy, allow returns and exchanges.

B. OSIM will not accept returns and exchanges due to change of mind.

C. Any products purchased in Indonesia must only be returned or exchanged in Indonesia.

a. Please note that one-to-one exchanges are subject to stock availability and this Policy, as well as any other terms and conditions that may apply to your purchase of your OSIM product.

b. OSIM may, at OSIM’s sole discretion, allow you to exchange your product for other product(s) of an aggregate value that is equivalent to or lower than the value of your product. However, you will not receive a refund for any difference in value of price between your original purchase and the replacement item(s).

c. Any product that OSIM has allowed you to exchange will not be eligible for further exchanges or refunds unless the exchanged product is damaged/defective or the wrong product had been delivered to you for the exchange.

a. If your product can be returned for a one-to-one exchange of an equivalent product, OSIM reserves the right to not allow you to return your product for a refund.

b. Refunds for your product will not include the value of any item(s) that you have traded in as part of your transaction with OSIM for your purchase of your product.

c. Should OSIM allow you to obtain a refund, OSIM will provide you with a refund in the form of OSIM cash voucher(s) for the value of your refund.

d. The denomination(s) of each OSIM cash voucher and the number of OSIM cash vouchers issued to you for your refund shall be determined by OSIM at OSIM’s sole and absolute discretion, provided that the total value of all the OSIM cash vouchers issued to you for the refund shall be no less than the value of your refund.

e. Please refer to Section 3 (OSIM Cash Vouchers) for more details on the terms and conditions that will apply to the use of the OSIM cash vouchers that are issued for refunds.

f. OSIM will not provide a refund to you for the value of any vouchers used by you for your purchase (including OSIM cash vouchers), any delivery charges, or the value of any discounts that were applied to your purchase.

g. We may provide you with a refund of your delivery charges via OSIM cash voucher(s) if we allow you to return or exchange a product due to:

  • the delivery of the wrong product; or
  • the product being defective/damaged.

The following terms and conditions will apply to the use of the OSIM cash vouchers that are issued by OSIM for refunds:

a. The OSIM cash vouchers will be issued with a 1-year validity period starting from the date of voucher issuance.

b. The OSIM cash vouchers are only usable for the purchase of products in Singapore from OSIM in OSIM’s retail outlets, OSIM roadshows, and from OSIM counters in departmental stores.

c. The OSIM cash vouchers are not usable for purchases of extended warranty, services or accessories.

d. The OSIM cash vouchers are not usable for buying any vouchers from OSIM.

e. The OSIM cash vouchers cannot be used for online purchases via OSIM’s website.

f. After the validity period of the OSIM cash voucher is over, any unused value of the OSIM cash voucher will be forfeited.

g. Any number of OSIM cash vouchers may be used in a single transaction.

h. There will be no minimum purchase value required to use the OSIM cash vouchers.

i. Each OSIM cash voucher is usable for a single transaction only. Any balance value of the OSIM cash voucher that remains unused after that transaction will be forfeited.

j. If the payment you need to make for your transaction exceeds the value of your OSIM cash voucher(s), the excess payment required must be paid using the other payment methods available for your transaction.

k. OSIM cash vouchers cannot be replaced if lost, stolen, defaced, damaged, expired and/or voided. OSIM cash vouchers that are defaced, damaged, tampered with or expired will be considered null and void.

l. The OSIM cash vouchers cannot be exchanged wholly or partially for cash.

a. Any items which are traded in to OSIM will not be returned to you, regardless of whether you return your product for a refund or exchange.

b. If you have traded in any item(s) to OSIM as part of your transaction to purchase your product and you return that product to OSIM for an exchange or refund, you will not be entitled to receive any replacement for the item(s) that you have traded in to OSIM and you will not be entitled to receive any refund of the value of the item(s) that you have traded in to OSIM.

If you have purchased a product by making payment via an instalment plan, OSIM shall be entitled to, in OSIM’s sole discretion, reject your request for a refund. Any refunds for payments made via an instalment plan will also be subject to any applicable terms and conditions set by the relevant bank/financial institution.

a. If you have received the wrong product or the product that you have received is damaged or defective, please report the issue to OSIM by no later than 10 days (including public holidays and weekends) from when you received your product. Please do not break any seals, remove any item(s) from their original packaging or use the product or input any data into the product.

b. You may report issues with your product and make a request for refund or exchange by contacting us via:

 

i. OSIM’s Customer Service Hotline:

Contact Number (WhatsApp Only): +62 817-6681-212

Hours of Operation:
• Weekdays: Mondays to Fridays from 9am to 5pm
• Saturdays: 9am to 1pm
• OSIM’s Customer Service Hotline is not available on Sundays and Public Holidays

 

ii. Email:

Email Address: osim@e-metrox.com

 

iii. OSIM’s Customer Service Centre:

Address: Jalan Palmerah Barat No, 36 RT.003 RW.003, Kel. Grogol Utara, Kec. Kebayoran Lama, Jakarta Selatan. 12210

c. OSIM’s customer service team may ask you to provide visual evidence (e.g. photographs or video) of your product in order to process your request for a refund or exchange.

d. After you have submitted your request for a refund or exchange to OSIM and your request has been proceed by OSIM’s customer service team, OSIM will contact you to arrange for the delivery of your product to OSIM.

e. For items which are being delivered to OSIM or which are being collected from OSIM, if the items are not massage chairs, sofas and other bulky items, OSIM reserves the right to require you to either:

i. deliver/collect the items in person at OSIM’s Customer Service Centre; or

ii. use OSIM’s delivery service for the delivery/collection of the items. You must pay for all delivery charges for OSIM’s delivery service.

f. For massage chairs, sofas or other bulky items which are being delivered to OSIM or which are being collected from OSIM, OSIM reserves the right to require you to utilise OSIM’s delivery service for the delivery/collection of the items. You must pay for all delivery charges for OSIM’s delivery service.

g. After your product has been delivered back to OSIM, OSIM is entitled to inspect the product to determine if the product is eligible for refund or exchange.

h. OSIM will notify you if your returned product is ineligible for refund or exchange.

i. If your product is ineligible for refund or exchange, all costs for the delivery of ineligible item(s) back to you must be borne by you.

j. If you fail to collect any item from OSIM after a reasonable period of time has passed since OSIM’s notification to you that such item is ready for collection, OSIM reserves the right to dispose of the item without any liability to you.

a. All the following criteria must be fulfilled in order for OSIM to allow you to return your product for a refund or exchange:

i. you must report the issue(s) with your product to OSIM within 10 days (including public holidays and weekends) of your receipt of the product;
ii. you must provide OSIM with proof of purchase for your product (for example, your original invoice, or if you ordered your product online via OSIM’s website, the order number sent to you by email);
iii. the product must be in the original condition that it was in when you received the product;
iv. You must return the product in its original packaging, without removing any tags, protective film, or stickers present on the product or its packaging;
v. You must return all manuals, accessories, vouchers and any free gifts associated with your purchase;
vi. All sealed items must not be opened;
vii. The product must not have been used or installed or had any data inputted;
viii. If you are returning your product for a refund or exchange due to your product being faulty or defective, the relevant fault or defect must have been present at the time of delivery to you; and
ix. the product is found to be defective or faulty upon inspection by OSIM.

b. If OSIM allows you to return or exchange your product, you must pay for all delivery charges in relation to the return or exchange of the product.

c. OSIM is entitled to reject your request for refund or exchange at any point in time (including after you have delivered your product back to OSIM) if your request for refund or exchange does not comply with this Policy.

a. You must not deliver your product to OSIM until an OSIM customer service representative has confirmed that you may proceed to deliver the product to OSIM.

b. OSIM reserves the right to reject all requests for refund or exchange of products which are returned to OSIM via delivery methods that have not been approved by OSIM.

c. OSIM reserves the right to reject any requests for the return of any products to OSIM via OSIM’s retail outlets.

d. OSIM will not accept the return of any products which are returned to OSIM by post.

a. OSIM will not provide refunds or replacements for any vouchers, gift cards, discount codes or coupons used in your purchase. OSIM will not provide a refund or replacement for any free gifts or free service add-ons.

b. The following products are strictly not eligible for return, refund or exchange:
i. Unsealed water purifier cartridges, air purifier filters and gel pads due to hygiene concerns; and
ii. Display set items.

c. Additionally, OSIM will not allow you to return, refund or exchange any items if:
i. The item has been damaged by misuse;
ii. The item has damaged or rendered defective due to the use of the item in a way that is contrary to what is stated in the owner’s manual/operation manual for the OSIM product; or
iii. The item was modified, altered or repaired by anyone other than OSIM’s authorised personnel.

d. You are not entitled to any refund, return or exchange of items just because any packaging is damaged in transit. The packaging exists to protect the items themselves, and damage to the packaging does not constitute damage to the product.

e. OSIM will not bear any charges, expenses or costs incurred by customers during the process of return, exchange or refund of products (except as expressly stated otherwise in this Policy).

f. OSIM reserves the right to reject any requests for return, refund or exchange of products that do not comply with this Policy.