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OSIM Policies

Customer Service Policy
Delivery Policy
Payment Policy
Privacy Policy
Warranty Policy
Returns and Exchange Policy
Website Policy

Customer Service Policy

Give us feedback
Your feedback is invaluable to helping us serve you – and all our customers – better. It helps us maintain a high standard of service and provide products and services that meet your needs.
If you have a suggestion for us, we want to hear it.

Pay someone a compliment
If you have received exceptional service from someone, we would love to hear about it, too. Our colleagues always appreciate receiving your positive feedback – because we let them know about it.

Raise a formal complaint
If we missed the mark on something, we want to learn from your experience to make things better. So we record the details of every formal complaint we receive.

We will send you an acknowledgement within 2 business days and continue looking into the matter. We aim to respond to all complaints in full within 14 business days. Some matters may be more complex and therefore take longer to resolve. In these cases, we will keep you updated on our progress.

If you feel we haven't resolved things properly, please tell us. We would appreciate one last chance to put things right. If we've misunderstood something, a further review may help us resolve the complaint to your satisfaction.

OSIM PRODUCT SERVICE

If you require product repair/technical assistance, please bring your product to the nearest OSIM outlet and they will send it back to our repair centre @ OSIM headquarters for verification. Alternatively, please contact the OSIM Customer Service Centre and our friendly officers will assists you.

Kindly Note the following important points:

Collection of ALL repaired products is only available at the OSIM Customer Service Centre.
Products without warranty are subjected to service fees and spare parts charges (if any is required). Our officers will call you for final approval before we proceed with any repairs.
For a nominal fee, we can send your repaired products to a preferred address (in Singapore) if you have no time to visit our headquarters for collection.

OSIM CUSTOMER SERVICE HOTLINE

Telephone: +65 6741 1538
If the hotline is busy, please leave a message on our voicemail with your name and contact number.
Call Return Lead Time: 1 working day

OSIM CUSTOMER SERVICE EMAIL

customerservice@osim.com.sg
Email service lead time: approximately 3 working days

OSIM FEEDBACK EMAIL

feedback@osim.com.sg
Email service lead time: approximately 3 working days

Privacy Policy

OSIM PERSONAL DATA PROTECTION POLICY

This OSIM Personal Data Protection Policy (“PDP Policy”) sets out how OSIM International Pte Ltd (Co. Reg. No. 198304191N) (“OSIM” or “us” or “we” or “our”) collects, uses and discloses your Personal Data.

PERSONAL DATA

In this PDP Policy, “Personal Data” refers to any data, whether true or not, about an individual who can be identified (a) from that data; or (b) from that data and other information to which we have or are likely to have access, including data in our records as may be updated from time to time.

Examples of such Personal Data you may provide to us include your name, NRIC, passport or other identification number, telephone numbers, mailing address, email address, network data and any other information relating to any individuals which you have provided us in any forms you may have submitted to us, or via other forms of interaction with you.

COLLECTION OF PERSONAL DATA

Generally, OSIM collects Personal Data from you or from your authorised representatives (i.e. persons whom you have authorised, persons who have been validly identified as being you or your authorised representative pursuant to our then-current security procedures), from third parties, or from publicly available sources in the following ways:

when you submit forms relating to or purchase or use any of our products or services;
when you interact with our personnel, agents, sales representatives or customer service officers, including via telephone calls, SMS, mail, face-to-face meetings and emails;
when you respond to our queries or you request that we contact you or be included in an email or other mailing list;
when you respond to our surveys, promotions or other incentives;
when we receive references from business partners and third parties, for example, where you have been referred by them;
when you submit your Personal Data to us for any other reasons; and
when you use our mobile applications or our website.

If you provide us with any Personal Data relating to a third party (e.g. information of your spouse, children, parents, and/or employees), by submitting such information to us, you represent to us that you have obtained the consent of the third party to provide us with their Personal Data for the respective purposes.

PURPOSES FOR COLLECTION, USAGE AND DISCLOSURE

OSIM collects, and may use and disclose your Personal Data for the following purposes (“Purposes”):

To allow us to provide you access to products and services and any relevant customer support;
managing the administrative and business operations of OSIM or any of its related corporations and complying with internal policies and procedures;
facilitating business asset transactions (which may extend to any mergers, acquisitions or asset sales) involving OSIM or any of its related corporations;
matching any Personal Data held which relates to you for any of the purposes listed herein;
resolving complaints and handling requests and enquiries;
preventing, detecting and investigating crime and analysing and managing commercial risks;
providing media announcements and responses;
monitoring or recording phone calls and customer-facing interactions for quality assurance, employee training and performance evaluation and identity verification purposes;
organising promotional events;
legal purposes (including but not limited to obtaining legal advice and dispute resolution);
conducting investigations relating to disputes, billing or fraud;
meeting or complying with any applicable rules, laws, regulations, codes of practice or guidelines issued by any legal or regulatory bodies which are binding on OSIM (including but not limited to responding to regulatory complaints, disclosing to regulatory bodies and conducting audit checks, due diligence and investigations); and
purposes which are reasonably related to the aforesaid.

Where permitted under the Act, OSIM may also collect, use and disclose your Personal Data for the following “Additional Purposes”:

conducting market research and surveys to enable us to understand and determine customer preferences and demographics to develop special offers and marketing programmes in relation to our products and services, and to improve our service delivery and our customers’ experience at our touchpoints;
providing additional products and services and benefits to you, including promotions, loyalty and reward programmes from OSIM;
data analytics and research;
matching Personal Data with other data collected for other purposes and from other sources (including third parties) in connection with the provision, marketing or offering of Products and Services by OSIM;
leads generation and management for marketing OSIM's Products and Services;
administering contests, competitions and marketing campaigns, and personalising your experience at OSIM’s touchpoints;
communicating to you advertisements involving details of our Products and Services, special offers and rewards, either to our customers generally, or which we have identified may be of interest to you (including but not limited to upselling, cross selling and online marketing);
organising promotional events;
purposes which are reasonably related to the aforesaid.

In relation to particular products and services or in your interactions with us, we may also have specifically notified you of other purposes for which we collect, use or disclose your Personal Data. If so, we will collect, use and disclose your Personal Data for these additional purposes as well, unless we have specifically notified you otherwise.

DISCLOSURE OF PERSONAL DATA

OSIM will take reasonable steps to protect your Personal Data against unauthorised disclosure. Information provided by you is not sold to other parties for any commercial purposes.

Notwithstanding the above, subject to the provisions of any applicable law, your Personal Data may be disclosed, for the purposes listed below (where applicable), to the following:

OSIM’s business units, related corporations and employees to provide products and services to you, address your questions and requests in relation to your customer accounts, subscription and billing or order arrangements with us as well as our products and services, to activate, deactivate, install, maintain and operate our systems and/or services;
companies providing services relating to insurance and consultancy to OSIM;
agents, contractors or third party service providers who provide operational services to OSIM, such as courier services, telecommunications, information technology, payment, printing, billing, payroll, processing, technical services, training, market research, call centre, security or other services to OSIM;
any business partner, investor, assignee or transferee (actual or prospective) to facilitate business asset transactions (which may extend to any merger, acquisition or asset sale) involving OSIM or any of its related corporations;
vendors or third party service providers in connection with marketing promotions and services offered by OSIM;
our professional advisers such as auditors and lawyers;
relevant government regulators, statutory boards or authorities or law enforcement agencies to comply with any laws, rules, guidelines and regulations or schemes imposed by any governmental authority; and
any other party to whom you authorise us to disclose your Personal Data to.

In addition, where permitted under the Act and subject to the provisions of any applicable law, your Personal Data may be disclosed, for the Additional Purposes, to OSIM’s agents or other third party service providers in connection with promotions and services offered by OSIM.

OSIM may disclose your Personal Data to OSIM’s related corporations for the purpose of allowing OSIM’s related corporations to collect, use, and disclose your Personal Data for all of the same purposes for which OSIM is allowed to collect, use, and disclose your Personal Data. OSIM’s related corporations include OSIM’s subsidiaries, holding companies, and the subsidiaries of all of OSIM’s holding companies up to OSIM’s ultimate holding company.

CONTACT VIA TELEPHONE NUMBER(S)

If you have provided your Singapore telephone number(s), OSIM may contact you using such Singapore telephone number(s) (including via voice calls, SMS, fax or other means) with information about our products and services (including discounts and special offers).

WITHDRAWAL, ACCESS AND CORRECTION

You may withdraw your consent to any of the aforementioned purposes at any time by emailing us at dpo@OSIM.com.sg.

You may also request for access to and/or correction of your Personal Data which OSIM has collected from you by contacting OSIM's Data Protection Officer at dpo@OSIM.com.sg.

RETENTION

OSIM will retain your Personal Data for the duration of time to carry out the purposes for which your personal data was collected, for the other purposes set out in this policy, for business purposes and as required by relevant laws.

GOVERNING LAW AND JURISDICTION

This PDP Policy shall be governed by and construed in accordance with the laws of Singapore. The parties irrevocably agree to submit to the non-exclusive jurisdiction of the courts of Singapore as regards any claim or matter arising in relation to this Policy. The Contracts (Rights of Third Parties) Act (Cap. 53B) shall not apply to the Policy.

UPDATES TO THE POLICY

OSIM reserves the right, at any time and without notice, to add to, change, update or modify this PDP Policy, simply by notifying you of such change, update or modification. If we decide to change our personal data protection policy, those changes will be notified on our website or via other suitable methods. Any such change, update or modification will be effective as stated in the PDP Policy.

Security

OSIM operates secure data networks protected by industry standard firewall and password protection systems. Our security and privacy policies are periodically reviewed and enhanced as necessary and only authorized individuals have access to the information provided by our customers.

OSIM uses SSL encryption together with a Secure Server ID. SSL encrypts and protects personal and credit card information that you send us. Information such as your credit card numbers, names, addresses and phone numbers that you send us are safe from unauthorized third parties as it travels over the Internet. The Secure Server ID guarantees that your transactions are taking place on OSIM's server and not a third-party host.

If you're using certain older versions of Netscape Communicator or Microsoft Internet Explorer, you may encounter a root certificate expiry notice when attempting to access a secure page. Netscape Communicator version 4.05 or earlier, Microsoft Internet Explorer 4.01 for Macintosh, and Microsoft Internet Explorer 4.5 for Macintosh include a root CA certificate that expired at the end of 1999. If you choose to continue, you will still be able to establish an authenticated and encrypted SSL session.

To avoid this, please upgrade to the latest version of Netscape Communicator or use Microsoft Internet Explorer. If you use Internet Explorer 4.01 for Macintosh and 4.5 for Macintosh, please upgrade to Internet Explorer 4.51 or later.

You acknowledge that you are aware of security and privacy limitations, including but not limited to:

the limitation of security, privacy and authentication measures and features in our system;
that data or information on the Service may be subject to eavesdropping, sniffing, spoofing, forgery, spamming, "impostering", tampering, breaking passwords, harassment, fraud, electronic trespassing, hacking, nuking, system contamination (including, without limitation, viruses, worms and Trojan horses) causing unauthorized, damaging or harmful access and/or retrieval of information and data on your computer;
may be subject to other security or privacy hazards; or
may not reach its destination or may reach an erroneous address or recipient.

Passwords

A password is required to login to access our Web Site's member features. You are not to disclose your password to any third parties nor share it with any person/s not authorised to share this knowledge.

Aside from the unforeseen circumstance of unauthorised hacking into your computer systems, or theft of your own records, your password remains your sole responsibility. If you lose control of your password, it is highly likely that you will lose control of your access to our Web Site, and you may be subject to legally binding action (such as contracts entered into) made on your behalf.

If you suspect that your password has been compromised for any reason whatsoever, kindly let us know immediately, and make arrangements to change your password.

Personally Identifiable Information

OSIM gathers the following types of information from users:

Information that users provide through optional, voluntary submissions. These are voluntary submissions to register as members, to receive our electronic newsletters, to participate in our message boards or forums, to email a friend, and from participation in polls and surveys;
Information OSIM gathers through aggregated tracking information derived mainly by tallying page views throughout our sites. This information allows us to better tailor our content to readers' needs by helping our advertisers and sponsors better understand the demographics of our audience

Following registration, you can review and change the personal particulars you submitted during registration. You must promptly update your information if it changes. Once posted, you cannot change or remove any public postings made in our chat rooms or other message areas or the feedback areas.

We will retain in our files information you have requested to remove in some circumstances, such as to resolve disputes and troubleshoot problems. Further, such prior information is never completely removed from our databases due to technical constraints and the fact that we back up our systems. Therefore, you should not expect that all of your personally identifiable information would be completely removed from our databases in response to your requests.

Usage Tracking

OSIM tracks user traffic patterns throughout all of our sites. However, we do not correlate this information with data about individual users. OSIM does break down overall usage statistics according to a user's domain name, IP address, browser type and MIME type by reading this information from the browser string (information contained in every user's browser).

OSIM sometimes tracks and catalogues the search terms that users enter in our Search Engine, but this tracking is never associated with individual users. We use tracking information to determine users' content preferences, based on traffic in those areas. We do not track what individual users read, but rather how well each page performs overall. This helps us to build a better service for you.

Cookies

"Cookies" are small text files stored on your computer. The cookie itself does not contain personal information, but contains information about your activity on our site to let us know whether you are a prior customer and to provide certain unique features to you. We do not use cookies to handle any financial information. The only personal information a cookie can contain is information you supply yourself.

A cookie cannot read data off your hard disk or read cookie files created by other sites. OSIM uses cookies to track user traffic patterns. You can refuse cookies by turning them off in your browser. If you have set your browser to warn you before accepting cookies, you will receive the warning message with each cookie.

This site requires you to have enabled cookies on your browser in order to tailor the shopping experience and to store information such as a shopping cart.

Warranty Policy

OSIM Standard Warranty Terms & Conditions

Below terms and conditions are applicable to products with a standard OSIM Warranty ("Warranty") purchased from, and, registered with OSIM International Pte. Ltd. ("OSIM").

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 (Singapore).
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.
The warranty is not transferable, negotiable or assignable to any third party.
The warranty is not a guarantee or promise relating to the nature of the material, workmanship or performance of the product.
The warranty covers mechanical and/or electrical defects (please refer to "Exclusions from Coverage" below):
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;
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.
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.
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.
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.

OSIM Extended Warranty Terms & Conditions

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

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).
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.
The EW is not transferable, negotiable or assignable to any third party.
The EW is not a guarantee or promise relating to the nature of the material, workmanship or performance of the product.
The EW covers mechanical, electrical and upholstery defects (please refer to "Exclusions from Coverage" below):
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;
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.
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.
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.
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).
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).
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.
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.

Returns and Exchange Policy (Singapore Outlets, Roadshows/Fairs and Website)

This Returns and Exchange Policy (Singapore Outlets, Roadshows/Fairs and Website) (“Policy”) is applicable to products purchased from OSIM International Pte Ltd (Co. Reg. No. 198304191N) (“OSIM” or “we”, “us”, or “our”) in Singapore at OSIM outlets or OSIM roadshows/fairs or online via the OSIM website, accessible at https://sg.osim.com/.

This Policy does not apply to any products purchased via any other sales channels or from any seller other than OSIM International Pte Ltd (Co. Reg. No. 198304191N).

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 (https://sg.osim.com/policies/) without prior and separate notice.

We may, subject to our discretion and this Policy, allow returns and exchanges.
OSIM will not accept returns and exchanges due to change of mind.
Any products purchased in Singapore must only be returned or exchanged in Singapore.

1. Exchanges

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.
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).
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.

2. Refunds

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.
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.
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.
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.
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.
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.
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:
1. the delivery of the wrong product; or
2. the product being defective/damaged.

3. OSIM Cash Vouchers

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

The OSIM cash vouchers will be issued with a 1-year validity period starting from the date of voucher issuance.
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.
The OSIM cash vouchers are not usable for purchases of extended warranty, services or accessories.
The OSIM cash vouchers are not usable for buying any vouchers from OSIM.
The OSIM cash vouchers cannot be used for online purchases via OSIM’s website.
After the validity period of the OSIM cash voucher is over, any unused value of the OSIM cash voucher will be forfeited.
Any number of OSIM cash vouchers may be used in a single transaction.
There will be no minimum purchase value required to use the OSIM cash vouchers.
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.
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.
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.
The OSIM cash vouchers cannot be exchanged wholly or partially for cash.

4. Trade-In Items

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.
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.

5. Purchases via Instalment Plan

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.

6. Reporting of Product Issues, Requests for Exchange or Refund

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.
You may report issues with your product and make a request for refund or exchange by contacting us via:
1. OSIM’s Customer Service Hotline:
  
  Contact Number: 6741 1538
  
  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
2. Email:
  
  Email Address: feedback@osim.com.sg
3. OSIM’s Customer Service Centre:
  
  Address: 65 Ubi Avenue 1, OSIM Headquarters, Singapore 408939.
  
  Hours of Operation:
  - Weekdays: Mondays to Fridays from 9am to 5pm
  - Saturdays: 9am to 1pm
  - OSIM’s Customer Service Centre is closed on Sundays and Public Holidays
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.
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.
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:
1. deliver/collect the items in person at OSIM’s Customer Service Centre; or
2. use OSIM’s delivery service for the delivery/collection of the items. You must pay for all delivery charges for OSIM’s delivery service.
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.
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.
OSIM will notify you if your returned product is ineligible for refund or exchange.
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.
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.

7. Requirements for Returns, Refunds and Exchanges

All the following criteria must be fulfilled in order for OSIM to allow you to return your product for a refund or exchange:
1. 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;
2. 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);
3. the product must be in the original condition that it was in when you received the product;
4. You must return the product in its original packaging, without removing any tags, protective film, or stickers present on the product or its packaging;
5. You must return all manuals, accessories, vouchers and any free gifts associated with your purchase;
6. All sealed items must not be opened;
7. The product must not have been used or installed or had any data inputted;
8. 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
9. the product is found to be defective or faulty upon inspection by OSIM.
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.
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.

8. Returning Products to OSIM

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.
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.
OSIM reserves the right to reject any requests for the return of any products to OSIM via OSIM’s retail outlets.
OSIM will not accept the return of any products which are returned to OSIM by post.

9. Items Not Eligible for Return, Refund or Exchange:

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.
The following products are strictly not eligible for return, refund or exchange:
1. Unsealed water purifier cartridges, air purifier filters and gel pads due to hygiene concerns; and
2. Display set items.
Additionally, OSIM will not allow you to return, refund or exchange any items if:
1. The item has been damaged by misuse;
2. 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
3. The item was modified, altered or repaired by anyone other than OSIM’s authorised personnel.
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.
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).
OSIM reserves the right to reject any requests for return, refund or exchange of products that do not comply with this Policy.

		Delivery Charge
All Small Products (excluding uPhoria Warm)		SGD 10

OSIM Policies

Customer Service Policy

OSIM PRODUCT SERVICE

OSIM CUSTOMER SERVICE HOTLINE

OSIM CUSTOMER SERVICE EMAIL

OSIM FEEDBACK EMAIL

Delivery Policy

1. How can I track my order?

2. When can I expect to receive my Online Order?

3. What is the delivery time?

4. What are the Delivery Charges for Online Orders?

5. What conditions do I need to be aware of for the delivery of Massage Chairs / Massage Sofas?

Payment Policy

One-time Full Payment

0% Interest Installment Plan (IPP)