Thank you for making OGAWA your preferred choice to attaining total wellness. The terms and conditions stated below are applicable to OGAWA products with a standard OGAWA Warranty purchased from, and, registered with OGAWA Health-Care Pte Ltd.

 

Warranty Policy

    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:
      • 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.
      • 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 replair/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:
      • Spare part replaced/repaired, and
      • Same fault for which the repair was conducted.
    15. The guarantee does not cover any damage(s), losses, costs or expenses, direct, indirect or indidental, 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)

 

 Extended Warranty 'OGAWACARE Package' Terms and Conditions

The terms and conditions below are applicable to OGAWA products with an Extended Warranty coverage purchased willingly by the customer under the 'OGAWACARE Package', and, registered with OGAWA HEALTH-CARE PTE LTD.

  1. The OGAWACARE Package is only applicable for the OGAWA Master Drive Massage Chair.
  2. The OGAWACARE Package is a value-added service (worth $598), offered by OGAWA, that begins after the standard warranty period stated in the OGAWA Sales Order/Invoice provided upon purchase of the Master Drive.
  3. The OGAWACARE Package is not transferable, negotiable or assignable to any third party.
  4. The OGAWACARE Package validity lasts for as long as the applicable product mentioned is originally purchased in Singapore. Any form of movement of the product or any of its parts outside of Singapore would deem the warranty invalid.
  5. The total value of all repairs and/or replacements made during the term of the OGAWACARE Package shall not exceed the purchase price paid for the product.
  6. The extended 1 year warranty of the OGAWACARE Package can be purchased at any time during the first year of the existing warranty period (from date of original purchase) issued by OGAWA HEALTH-CARE PTE LTD.
  7. Sales of the OGAWACARE Package for the applicable OGAWA Product is prohibited after the 2nd year (from date of original purchase) of the issued existing warranty.
  8. Purchase of the OGAWACARE Package can be bought at the OGAWA outlet during the time of sale of the customers' purchase of the Master Drive Massage Chair. Customers who wish to purchase the OGAWACARE Package subsequently are required to call our customer service hotline at 1800-888-1818.

 

 Limitations and Exclusions of Warranty

  1. Notwithstanding that the Product is within the Warranty Period, this warranty shall be invalidated and rendered void upon the following:
    • The Product serial number, has been removed, erased, defaced, altered, tampered or is illegible; or
    • The Product shows evidence of commercial use; impact, shock; accident; fire, flood, earthquake, lightning or other acts of nature; sand, liquid or food damage; exposure to extreme thermal or environmental conditions beyond product specifications or a rapid change in such conditions; electrostatic discharge; battery or chemical corrosion; abuse, mishandling, improper installation, operation or maintenance, use of wrong electrical supply or voltage; damage during shipment to / from OGAWA authorized service centre; damage caused by installation of any software, programs or applications, or use of any accessories, consumable items or peripheral equipment not provided or approved by OGAWA for use with the Product; improper alteration, modification, adjustment, tampering; replacement of parts with parts not provided or approved by OGAWA; or dismantling, opening, service or repair performed other than by OGAWA authorized service centre; or any other use contrary to the product manual.
  2. Exclusions from warranty 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;
    • 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, floods, 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;
    • Cosmetic damage to outer surface/finishing and external parts of the Product, including without limitation cracks, dents or scratches on the exterior casing, screen, camera lens, buttons and other attachments;
    • Deterioration of the Product due to normal wear and tear, including without limitation rust or stains;
    • General maintenance, password reset assistance, routine servicing and cleaning, updating/upgrading of software, installation of software or applications, product demonstration, or any other service other than repair;
    • Any other circumstance such that repair would be contradictory or not in compliance with good business practice.
  3. To the fullest extent permitted by law, the warranty expressly provided herein is the sole and exclusive warranty provided in connection with the Product and no other warranties, representations, endorsements or conditions of any kind, whether oral, written, express, implied or statutory, including without limitation any implied warranties of quality, merchantability or fitness for a particular purpose, and warranties against hidden or latent defects, are provided. In so far as any warranties cannot be excluded, such warranties shall be limited to the terms of this warranty and for the Warranty Period expressed herein.
  4. To the fullest extent permitted by law, OGAWA shall not be in any way liable for any consequential, incidental, indirect, special or similar damages whatsoever arising from or in connection with the use, inability to use or performance of the Product, including without limitation loss of revenue, loss of profits, loss of opportunity, loss of business, loss of goodwill, loss of reputation, failure to realize savings or other benefits, loss of use of the Product or any associated equipment, loss of or damage to other property due to the malfunction of the Product, costs of substitute equipment, loss due to downtime cost, costs of recovering, reprogramming or reproducing any program or data stored in or used with a system containing the Product, or loss, damage, corruption or compromise of data, whether due to breach of warranty, strict liability, product liability, the negligence of OGAWA, or otherwise.
  5. Without limiting the generality of the foregoing, you assume all risk and liability for loss, damage or injury to you and your property and to any third parties and their property arising out of the use, misuse or inability to use the Product not caused directly by the negligence of OGAWA.
  6. You agree and acknowledge that OGAWA’s exclusions and limitations of liability are reasonable in the circumstances.

 

Service Maintenance Policy (Applicable to Massage Chairs Only)

  • 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.
  • The Services shall be performed within the Service Time, which shall be between 9.00am and 5.00pm, Mondays to Fridays.
  • All OGAWA Massage Chairs are entitled to 5 years (60 Months) of free maintenance service, beginning from the first day of purchase or on the date of delivery (whichever is later).
  • Entitled to 1 free service maintenance slot will be offered for each period of 12 months, up to the maximum period of 5 years.
  • Free service maintenance slots cannot be accumulated. All unused maintenance service slots will be forfeited and not entertained.
  • Free service maintenance only includes labour costs, transportation costs, inspection of massage chair internal mechanism by authorized OGAWA technicians, and/or greasing of the internal mechanism (if necessary).
  • Additional maintenance service is available at $150 per slot.
  • Customers are required to contact our customer service hotline (1800-888-1818) or send an email to This email address is being protected from spambots. You need JavaScript enabled to view it. for maintenance service appointments.
  • 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.

 

 

"While we are happy to serve our customers, we also value our staff.

Mutual respect would be greatly appreciated."

We reserve the right to protect our staff and refuse service to customers who are abusive.

 

 

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