Warranty Policy

Warranty Policy

Below terms and conditions are applicable to products with a standard OSIM Warranty (“Warranty”) purchased from and registered with PT. Metrox Fortuna. (“OSIM”).

  1. The warranty is offered by OSIM, with charge, to the purchaser of an applicable OSIM Product (“product”) and is only valid in the country of original purchase (Indonesia).
  2. The warranty is a value-add service, offered by OSIM, that begins upon the first day of purchase for a minimum period of 1 year OR the period stated in the OSIM Sales Order/Invoice provided upon purchase of any applicable product.
  3. The warranty is not transferable, negotiable or assignable to any third party.
  4. The warranty is not a guarantee or promise relating to the nature of the material, workmanship or performance of the product.
  5. The warranty covers mechanical and/or electrical defects (please refer to “Exclusions from Coverage” below):
  6. Exclusions from Coverage:
    • Products still covered under any other warranties in effect;
    • Any non-operating items such as, but not limited to, paint, coloring, accessories, detachable plugs/attachments and/or product finishes;
    • Upholstery defects does not apply to standard wear and tear issues similar, and not limited to, stains from any liquids, gels or transferable items, marks from frequent usage, poor storage conditions and/or scratches/abrasions from external bodies/items. A technical evaluation is required to ascertain upholstery defects, and, if determined thereafter to be the result of manufacturer defect(s), affected parts will be replaced (there is a ordering lead time of averagely 12 to 18 weeks and colors/material might differ slightly from the original product’s upholstery);
    • Consumable items used in or with the product such as (but not limited to) batteries, filters and gel pads;
    • User-performed routine maintenance and cleaning as indicated in the operating/owner’s manual;
    • Unauthorized modifications made to the product, altered serial numbers or repairs performed by non-authorized repairers;
    • External faults such as wiring and electrical connection or defects from using wrong electrical supply;
    • Accidental or intentional physical damage or poor storage conditions;
    • Damage as a result of natural disasters, civil unrest, fire, theft, spilled liquids, corrosion, environmental elements, animal or insect infestation;
    • Shipping, freight, delivery and/or custom/government charges for out of country assistance;
    • Commercial use (multi-user organizations), public rental, use for profit or communal use for multi-family housing;
    • Diagnosis where no defect has been found or noted;
    • Under no circumstances shall coverage extend to any loss or injury to a person or loss damage to property or any incidental, contingent, special or consequential damages or any direct or indirect loss;
  7. OSIM 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 OSIM (if replacement is accepted by the customer) without need for further authorization.
  8. 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.
  9. A product service fee and spare parts costs (if any is required for repairs) will be charged to any product repairs/maintenance/servicing if the product is no longer under any warranty modes. The 30-Day User Verification Period (UVP) is a period automatically provided (after repairs by OSIM) for products WITHOUT any warranty. Customers can use this UVP to observe their product after repair. Any defects, within this 30-day 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.
  10. When product assistance is required, please contact the Service Centre. Contact options are;

Option 1:
Send your product to the Service Centre in our Warehouse, located at Jalan Palmerah Barat No, 36 RT.003 RW.003, Kel. Grogol Utara, Kec. Kebayoran Lama, Jakarta Selatan. 12210 (Opening hours: 9am to 5pm from Mondays to Fridays & 9am to 1pm on Saturdays. Closed on Sundays & Public Holidays).

Option 2:
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.

Option 3:

Chat us via our Customer Service Center whatsapp (+62 812-1900-9800) for further assistance. However, kindly note that we might not be able to answer your queries immediately as there is often a queue for this option.

The following terms and conditions are applicable to products sold with an OSIM Mechanism Warranty that are purchased from and registered with OSIM International Pte. Ltd. (“OSIM“).

  1. The OSIM Mechanism Warranty is offered by OSIM, with charge, to the purchaser of an applicable OSIM product sold with the OSIM Mechanism Warranty (“Product”) that the purchaser has purchased from and registered with OSIM. The OSIM Mechanism Warranty is only valid in the country of original purchase (Singapore).
  2. The warranty is a value-add service, offered by OSIM, that begins on the date of delivery of the Product to the purchaser and lasts for six (6) months.
  3. The warranty is not transferable, negotiable or assignable to any third party.
  4. The warranty is not a guarantee or promise relating to the nature of the material, workmanship or performance of the product.
  5. Subject to the exclusions from coverage listed below, this warranty covers mechanical and/or electrical defects in the Product’s mechanisms. (Please refer to “Exclusions from Coverage” below.)
  6. Exclusions from Coverage:
    • Products still covered under any other warranties in effect;
    • Any non-operating items such as, but not limited to, paint, colouring, accessories, detachable plugs/attachments and/or product finishes;
    • For products that are marked as, or otherwise indicated by OSIM to be, display sets, or other products that are sold under OSIM’s Clearance Sales, all cosmetic defects in such products, including (but not limited to) manufacturing defects in the products’ upholstery, fabric/leather covers, and/or exterior surfaces, will not be covered under the warranty;
    • standard wear and tear;
    • flaws or defects in the product’s upholstery, fabric/leather covers, and/or exterior surfaces, including and not limited to, stains from any liquids, gels or transferable items, marks from frequent usage, poor storage conditions and/or scratches/abrasions from external bodies/items;
    • Consumable items used in or with the product such as (but not limited to) batteries, filters and gel pads;
    • User-performed routine maintenance and cleaning as indicated in the operating/owner’s manual;
    • Unauthorized modifications made to the product, altered serial numbers or repairs performed by non-authorized repairers;
    • External faults such as wiring and electrical connection or defects from using wrong electrical supply;
    • Accidental or intentional physical damage or poor storage conditions;
    • Damage as a result of natural disasters, civil unrest, fire, theft, spilled liquids, corrosion, environmental elements, animal or insect infestation;
    • Shipping, freight, delivery and/or custom/government charges for out of country assistance;
    • Commercial use (multi-user organizations), public rental, use for profit or communal use for multi-family housing;
    • Diagnosis where no defect has been found or noted; and
    • Under no circumstances shall coverage extend to any loss or injury to a person or loss damage to property or any incidental, contingent, special or consequential damages or any direct or indirect loss.
  7. OSIM 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 OSIM (if replacement is accepted by the customer) without need for further authorization.
  8. 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.
  9. A product service fee and spare parts costs (if any is required for repairs) will be charged for any product repairs/maintenance/servicing if the product is no longer covered under any warranty.
  10. If OSIM repairs a product that is not under warranty, OSIM will provide a 90-Day User Verification Period (“UVP”) for that product. The UVP will be automatically provided (after repairs by OSIM) for products WITHOUT any warranty, and will begin on the date that the applicable product is collected from OSIM and lasts for 90 days. Customers can use this UVP to observe their product after repair. For Products covered by the UVP, OSIM will repair (without additional charge) mechanical defects in such Products that are:
    1. notified to OSIM within the 90-day period of the UVP; and
    2. the same as the defect(s) that OSIM repaired the product for.
  11. For Products which malfunction during the last 30 days of the applicable warranty period and which OSIM finishes repairing only after the end of the warranty period, the UVP will be provided for such products as well, and such UVP will apply for 90 days starting from the date of collection of the product back from OSIM after repair.
  12. When product assistance is required, please contact the Service Centre. Contact options are;

 
Option 1:
Send your product to the Service Centre in our Headquarters, located at No. 65, Ubi Avenue 1, S408939, Singapore (Opening hours: 9am to 5pm from Mondays to Fridays & 9am to 1pm on Saturdays. Closed on Sundays & Public Holidays).

The nearest MRT station is the MacPherson station (CC10) on the Circle Line. From Exit B, head east on Arumugam Road (about 100m), keeping to the right side of the road. Turn right after Antioch@MacPherson Building, walk about 120m on the passage way (along Geylang River). Cross the pedestrian bridge and you will see our Headquarters (just right next to the Starhub Green building).
 
Option 2:
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.
 
Option 3:
A Product Valet Service is available ($28 per trip) for small to medium sized products if you do not have time to visit us personally to send in or collect your product. Massage chairs and massage sofa series collection are chargeable at $98 for products out of warranty. Kindly contact the Service Centre to schedule your requirements (note: customers who purchase Extended Warranty for their product are entitled to the Product Valet Service for free).
 
Option 4:
Contact us directly via live chat on www.osim.com for almost instant assistance before you bring your product to us. We might be able to help you from your desktop! Even if we are not able to respond to you immediately, we will attend to you if you leave your name, email and contact number in the chat window. Operating hours: 9am to 5pm from Mondays to Fridays & 9am to 1pm on Saturdays. Closed on Sundays & Public Holidays.
 
Option 5:
Call us via our Customer Service Hotline (+65 67411538) for further assistance. However, kindly note that we might not be able to answer your queries immediately as 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.

Below terms and conditions are applicable to products with an OSIM Extended Warranty (“EW”) purchased from, and, registered with OSIM International Pte. Ltd. (“OSIM”).

  1. The EW is offered by OSIM, with charge, to the purchaser of an applicable OSIM Product (“product”) and is only valid in the country of original purchase (Singapore).
  2. The EW is a value-add service, offered by OSIM, that begins after the standard warranty period stated in the OSIM Sales Order/Invoice provided upon purchase of any applicable product.
  3. The EW is not transferable, negotiable or assignable to any third party.
  4. The EW is not a guarantee or promise relating to the nature of the material, workmanship or performance of the product.
  5. The EW covers mechanical, electrical and upholstery defects (please refer to “Exclusions from Coverage” below):
  6. Exclusions from Coverage:
    • Products still covered under any other warranties in effect;
    • Any non-operating items such as, but not limited to, paint, coloring, accessories, detachable plugs/attachments and/or product finishes;
    • Upholstery defects does not apply to standard wear and tear issues similar, and not limited to, stains from any liquids, gels or transferable items, marks from frequent usage, poor storage conditions and/or scratches/abrasions from external bodies/items. A technical evaluation is required to ascertain upholstery defects, and, if determined thereafter to be the result of manufacturer defect(s), affected parts will be replaced (there is a ordering lead time of averagely 12 to 18 weeks and colors/material might differ slightly from the original product’s upholstery);
    • Consumable items used in or with the product such as (but not limited to) batteries, filters and gel pads;
    • User-performed routine maintenance and cleaning as indicated in the operating/owner’s manual;
    • Unauthorized modifications made to the product, altered serial numbers or repairs performed by non-authorized repairers;
    • External faults such as wiring and electrical connection or defects from using wrong electrical supply;
    • Accidental or intentional physical damage or poor storage conditions;
    • Damage as a result of natural disasters, civil unrest, fire, theft, spilled liquids, corrosion, environmental elements, animal or insect infestation;
    • Shipping, freight, delivery and/or custom/government charges for out of country assistance;
    • Commercial use (multi-user organizations), public rental, use for profit or communal use for multi-family housing;
    • Diagnosis where no defect has been found or noted;
    • Under no circumstances shall coverage extend to any loss or injury to a person or loss damage to property or any incidental, contingent, special or consequential damages or any direct or indirect loss;
  7. OSIM 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 EW will be automatically terminated. The product with the original EW will then become the property of OSIM (if replacement is accepted by the customer) without need for further authorization.
  8. The total value of all repairs and/or replacements made during the term of this EW shall not exceed the purchase price paid for the product.
  9. Product Valet Service: OSIM customers who purchase EW for applicable products, does not need to bring their products to our shops or Service Centre for assistance. We will collect the product from the customer’s home and send it back to the same address after servicing is completed at no charge. The Product Valet Service is also available to customers who don’t buy EW, but it is chargeable at $28 per trip.
  10. Automatic Extension: If a repair is necessary during the third year of purchase (strictly) for customers who bought EW for applicable products, OSIM will automatically extend the warranty period by the number of days required to service the product (calculated from date of arrival for products for servicing in the Service Centre to date of return of product to customer).
  11. EW for applicable products can be sold anytime during the first year of purchase without need for further assessment (available in OSIM shops, Service Centre & online via www.osim.com).
  12. If a customer wishes to purchase EW after the first year of purchase (and before the second year has lapsed), kindly note that a Product Evaluation Charge (PEC) will be levied on top of the price of the product’s extended warranty plan ($78 per product regardless of category/size). 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. The total cost of extended warranty for such requests will therefore be the total of: Extended Warranty Price + PEC ($78) + Spare Parts Price (if required). Sales of extended warranty for any OSIM product from the 3rd year (from date of original purchase) is prohibited.
  13. When product assistance is required, please contact the Service Centre. Contact options are;

Option 1:

Send your product to the Service Centre in our Headquarters, located at No. 65, Ubi Avenue 1, S408939, Singapore (Opening hours: 9am to 5pm from Mondays to Fridays & 9am to 1pm on Saturdays. Closed on Sundays & Public Holidays).

The nearest MRT station is the MacPherson station (CC10) on the Circle Line. From Exit B, head east on Arumugam Road (about 100m), keeping to the right side of the road. Turn right after Antioch@MacPherson Building, walk about 120m on the passage way (along Geylang River). Cross the pedestrian bridge and you will see our Headquarters (just right next to the Starhub Green building).
Option 2:

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.
Option 3:

A Product Valet Service is available ($28 per trip) for small to medium sized products if you do not have time to visit us personally to send in or collect your product. Massage chairs and massage sofa series collection are chargeable at $98 for products out of warranty. Kindly contact the Service Centre to schedule your requirements (note: customers who purchase EW for their product are entitled to the Product Valet Service for free).
Option 4:

Contact us directly via live chat on www.osim.com for almost instant assistance before you bring your product to us. We might be able to help you from your desktop! Even if we are not able to respond to you immediately, we will attend to you if you leave your name, email and contact number in the chat window. Operating hours: 9am to 5pm from Mondays to Fridays & 9am to 1pm on Saturdays. Closed on Sundays & Public Holidays.
Option 5:

Call us via our Customer Service Hotline (+65 67411538) for further assistance. However, kindly note that we might not be able to answer your queries immediately as 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.