Information

Return / Exchange / Refund Policy

1) Return / Exchange Terms & Conditions

process by communicating and reaching us by email and phone call (Phone Number)

Buyer may only apply for return of the purchased Goods in the following circumstances:

The Goods delivered to Buyer is defective and/or damaged on delivery;

The Goods delivered to Buyer is materially different from the description provided by Seller in the listing of the Goods;

The Goods delivered to Buyer does not match the agreed specification (e.g. wrong size, colour, etc.) stipulated in the order;

Buyer may only apply for return of the purchased Goods in the following circumstances & please note that your product returns will only be accepted if the following conditions are met:

Reasons for return YOUR RETURNED ITEMS MUST BE:
New Condition Sealed Condition Complete (free's gifts,accessories, original packaging) Tag & labels attached
Wrong Items(s) delivered/
Item(s) different from description/
not as advertised		 ✓ ✓
Product sealed should not be broken EXCEPT for item type that cannot be differentiated visually based on information provided on the box/packaging only		 ✓ ✓
Item(s) with physical damage × × ✓ ✓
Faulty/Defective item(s) ✓ × ✓ ✓
Incomplete items/Parts missing ✓ × × ✓
Counterfeit/Fake item(s) ✓ ✓ ✓ ✓

2) What products are not accepted for 15 days return?

Products that are excluded from 15 days return include:

  • Goods that are not suitable for return due to health protection or hygienic reasons - such as beauty devices.

3) Tips

Kindly ensure that the product to be returned has the original packaging, free gifts, warranties, tags, manuals, and any other product(s) that came with it. To ensure successful returns/refunds, you must wrap it in a layer of external packaging, like plastic, to avoid damage to the parcel during transportation.

*Tips - It will greatly help our staff sort through your case faster if you can put a small note inside the parcel indicating your username, order serial number and how is it damaged / malfunction / wrong compared to what you ordered so we can speed up your request.

4) Refund Policy

All goods sold are non-cancellable, non-transferable and non-refundable.

All requests for cancellation, transfer or refund will be considered strictly on a case-by-case basis and are subject to OGAWA's sole discretion and approval. OGAWA reserves the right to accept or reject any such request without the obligation to provide a justification.

In the event that OGAWA approves a request for termination or cancellation, a termination fee will apply. This includes a 10% processing fee based on the total order value and a re-packing and transport charge of RM500** (selected items such as massage chair / treadmill). Additional charges may also be levied where applicable.

Customers are advised to review their orders carefully before confirming the purchase. Once issued, the sales order/document represents a binding agreement and is enforceable under our company's sales policies.

OGAWA reserves the right to decline or approve any request returns or refunds that do not comply with our return policy guidelines.