Information

Small Items

  • All online platforms
  • Depend on courier serviceability

Delivery Concept

  • 1

    Place Order

  • 2

    Packing Order
    (1-3 business days)

  • 3

    Pick up by Courier

  • 4

    Reach to you
    (2-5 business day)

bulky items :
all online platforms

Delivery Concept

  • 1

    Place Order

  • 2

    Order sent to OGAWA logistics (1-3 working days)

  • 3

    Logistic team will call for an appointment before delivery between 2-14 business days within Klang Valley while 2-20 business days for outstation

FAQ

GIFT

Can OGAWA wrap as a gift?

NO wrapping service at this moment, we will improve on it.

Can OGAWA hide the tax invoice info since it’s a gift?

No, the warranty is on the tax invoice.

PRODUCT SERVICING AND EXCHANGE

How long does it take for product servicing or exchange?

lt depends on the spare parts availability and the damage of the item. Standard servicing: 5-20 working days.

Can I return or exchange in any OGAWA outlet?

Return item to any OGAWA outlet will be advised but not exchange immediately. The decision of exchange will be made based on item condition, and the respective coordinator shall assist further.

WARRANTY

How long is the warranty?

Depending on the item, there are 3 months, 6 months, 1 year or even 2 years warranty.

I did not received the warranty, how can I know?

You may contact OGAWA customer service to assist you to track it for you. Warranty starts on the day you received the item.

WARRANTY CLAIMS

How can I claim my warranty?

  • Warranty is not transferable.
  • This warranty is effective only if the product is purchased from OGAWA.
  • Proof of purchase (original receipt) is required for all warranty repairs.
  • All implied warranties, including but not limited to these implied warranties of fitness and merchantability, are limited to the duration stated in the warranty policy.
  • Damage due to misuse, improper treatment and unauthorized modification and repair are not covered by this warranty.
  • Warranty does not cover accessories and attachments which do not belong to the massage unit.
  • Warranty is not effective to rental, business, commercial, institutional or other nonresidential users.
  • All services covered by this warranty must be approved by OGAWA and repaired by authorized technicians only.
  • If replacement parts for defective materials are not available, OGAWA reserves the right to make substitution in lieu of repair or replacement.

WARRANTY CLAIMS WITHIN 7 DAYS

I just bought the item and I find it faulty. What should I do?

Please return it back to the platform by contacting them for the process. Do not send it straight away to OGAWA warehouse if you bought in on other online platform. Please contact the respective’s customer service for assistance or return by the return airwaybill. For items that is return within 7 days will be exchanged with a new set.

Change of mind. Can I return?

These are only applicable for certain platforms. This is not applicable on OGAWA website. 

WARRANTY CLAIMS & RETURN (AFTER 7 DAYS)

How can I claim my warranty?

  • Warranty is not transferable.
  • This warranty is effective only if the product is purchased from OGAWA.
  • Proof of purchase (original receipt) is required for all warranty repairs.
  • All implied warranties, including but not limited to these implied warranties of fitness and merchantability, are limited to the duration stated in the warranty policy.
  • Damage due to misuse, improper treatment and unauthorized modification and repair are not covered by this warranty.
  • Warranty does not cover accessories and attachments which do not belong to the massage unit.
  • Warranty is not effective to rental, business, commercial, institutional or other nonresidential users.
  • All services covered by this warranty must be approved by OGAWA and repaired by authorized technicians only.
  • If replacement parts for defective materials are not available, OGAWA reserves the right to make substitution in lieu of repair or replacement.

How do I return the item for service and exchange?

You may email [email protected] with the tax invoice attached and order ID, platform, name details. The nearest outlet shall be advised to drop the item to seek the service request per your convenience.

p/s: Courier service will raise based on customer requests. For example, too far or customer willing to pay for the courier charges.