General Warranty Information

The warranty obligations of Healthy World Lifestyle Sdn. Bhd. (“OGAWA”) for all products are limited to the terms set forth below:

1. Variants of General Warranty
   1. OGAWA Massage Chair Warranty
      1. This warranty includes On-Site Service, Spare Parts & Labour Fee for TWENTY-FOUR (24) months only from the date of purchase.
      2. OGAWA Non-New Product(s) Warranty* includes On-Site Service, Spare Parts & Labour Fee for THREE (3) months only, SIX (6) months only, TWELVE (12) months respectively only or may not be provided with any warranty coverage. For the avoidance of doubt, the Sales Order shall prevail.
   2. OGAWA Sofa Massage Chair Warranty
      1. This warranty includes On-Site Service, Spare Parts & Labour Fee for TWELVE (12) months only.
      2. OGAWA Non-New Product(s) Warranty* includes On-Site Service, Spare Parts & Labour Fee for THREE (3) months only, SIX (6) months only or may not be provided with any warranty coverage. For the avoidance of doubt, the Sales Order shall prevail.
   3. OGAWA Fitness Equipment Warranty
      1. This warranty includes On-Site Service, Spare Parts & Labour Fee for TWELVE (12) months only.
      2. OGAWA Non-New Product(s) Warranty* includes On-Site Service, Spare Parts & Labour Fee for THREE (3) months only, SIX (6) months only or may not be provided with any warranty coverage, the Sales Order shall prevail.
   4. OGAWA Mobile Series, Therapeutic, Fitness & Beauty and Hygiene Warranty
      1. This warranty includes Spare Parts & Labour Fee for TWELVE (12) months only. Customer(s) are required to send respective product(s) to any OGAWA outlet for warranty service. Shipping fees will be shouldered by customer(s) if required.
      2. OGAWA Non-New Product(s) Warranty* includes Spare Parts & Labour Fee for THREE (3) months only, SIX (6) months only or may not be provided with any warranty coverage, the Sales Order shall prevail.

   REMARK: *OGAWA Non-New Product(s) including, but not limited to Demonstration (also known as Demo)/Display unit(s), Special Promotion unit(s) or Clearance unit(s).
   For more information, kindly email to OGAWA Service Team at [email protected].

2. Warranty Product Repair
   1. Warranty Coverage – Warranty coverage period commences from the Date of Collection/Delivery referring to Sales Order/Delivery Order and measured by continuous calendar days based on a seven-day week. Sales Order or proof of ownership are required for all warranty service(s).
   2. On-Site Service – OGAWA Service Team shall identify the cause of malfunction and schedule an authorized service provider to provide On-Site Service. In the event the OGAWA Service Team is unable to service and/or repair the product on-site, the OGAWA Service Team will be entitled to take the product back to OGAWA Service Centre for service & repair. If this request is denied by the customer(s), OGAWA reserves the right to cancel the service leaving the issue unresolved.
   3. OGAWA Service Centre – Regardless of whether the product is purchased from E-Commerce platforms or from Retail outlets, the customer(s) is required to send the respective OGAWA product(s) to any OGAWA outlet for warranty service. Shipping and Transportation fees will be borned by customer(s), if required.
   4. Spare Parts – In the sole judgment and discretion of the OGAWA Service Team, all parts (Refer to General Warranty Limitations and Exclusions) deemed necessary for repairs will be free of charge.

General Warranty Limitations and Exclusions

1. All warranties (refer to Variants of Warranty) commences from the Date of Collection/Delivery referring to Sales Order/Delivery Order and measured by continuous calendar days based on a seven-day week.
2. The General Warranty is only applicable to OGAWA product(s) when in the sole judgment and discretion of OGAWA’s Service Team, and subject always that the customer(s) has complied with provided user manual (refer to https://www.ogawaworld.net/manuals-and-downloads.html).
3. The General Warranty is only applicable to original purchase(s) within Malaysia. This General Warranty shall not be applicable to any OGAWA product(s) purchased from other countries, including but not limited to, OGAWA Singapore, OGAWA Hong Kong, OGAWA China, OGAWA Vietnam or OGAWA Philippines. In the event of any such requests made to service and/or repair the OGAWA Products purchased from countries other than Malaysia, a fee(s) shall be imposed for any warranty service(s) and/or repair(s).
4. On-Site Service must be performed by OGAWA authorized service provider and within Malaysia only. On-Site Service appointment(s) shall be arranged by OGAWA Service Team upon agreement between OGAWA Service Team and customer(s). If the customer(s) denies the On-Site Service or Take Back request, OGAWA reserves the right to cancel the service leaving the issues with the product(s) unresolved.
5. For OGAWA Mobile Series, Therapeutic, Fitness & Beauty and Hygiene product(s), customer(s) are required to send respective product(s) to any OGAWA outlet for warranty service. Shipping and transportation fees will be borned by customer(s), if required. Should customer(s) deny the request, OGAWA reserves the right to cancel the service leaving the issues with the product(s) unresolved.
6. Sales Order and/or proof of ownership are MANDATORY in the event that warranty service is required.
7. General Warranty are not transferrable.
8. General Warranty does not apply to rental, business, commercial, institutional or other non-residential users.
9. General Warranty does not include any accessories, enhancements or consumable parts including, but not limited to, batteries or protective coatings.
10. Softening of foams and filling composites in pillows, pads, and memory foam occurs naturally and does not constitute a defect under General Warranty.
11. Wear and tear of Fabric and/or Upholstery occurs naturally and does not constitute a defect under General Warranty.
12. Natural markings, grain and dye variations in leather do not constitute a defect under General Warranty.
13. General Warranty does not cover any loss or damage resulting from scenarios listed below:-
    1. Improper installation by unauthorized personnel.
    2. Unauthorized repairs, modifications and/or tampering of OGAWA product(s) in the sole judgement of OGAWA Service Team.
    3. Improper use and/or loss of electrical/power supply
    4. Mishandled OGAWA product.
    5. Negligence by the customer and/or his/her representatives.
    6. Malfunction or damages resulting from failure to comply with OGAWA Service Team’s recommended maintenance.
    7. Transportation damages.
    8. Theft, abuse, misuse, neglect, vandalism.
    9. Damages caused by any animals, household pets and/or Acts of God, including, but not limited to fire, flood, water, wind or lightning.
    10. Any consequences due to loss of use of product(s) whilst awaiting spare parts or repair located in OGAWA Service Centre.
14. Damage of OGAWA product(s) resulting from shipping, relocation and/or mishandling does not constitute a defect under General Warranty. OGAWA reserves the right to invalidate the warranty before its expiration date.
15. Under no circumstances shall OGAWA or its representatives bear responsibility for indirect, consequential, or incidental damages, including, but not limited to, damages relating to lost profits, business disruption, bodily injuries such as slip disks, pacemakers, muscular atrophy, bone or visceral issues, strains, bruises, individuals experiencing carsickness or seasickness, heart disease, or any other precautions as delineated in the product user manual. The user unequivocally assumes the entire risk.
16. In the event of unavailability of required spare parts, in the sole liability and judgement of OGAWA, OGAWA Service Team reserves the right to provide exclusive remedy(s) for repair and/or replacement.
17. For any obsolete products, spare part replacements are subjected to availability.

REMARK: All the above Terms & Conditions are subjected to amendments and may be updated from time to time without prior notice to customer(s).
For any question, kindly email to OGAWA Service Team at [email protected].