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Unwanted products may be returned for a refund or exchange if returned in their original condition within 14 days with proof of purchase. Refunds will be made only against the original form of tender and a discretionary restocking charge of 30% may be deducted. This does not affect your statutory rights.
For purchases covered under the Distance Selling Regulations you have 14 days in which to cancel your contract in writing. Returning the item to us will be at the customer's cost. Any refunds which are not covered in this way will be covered as outlined above.
Please note that for purchases made by cash in our shops we are unable to refund in cash, in line with anti money laundering guidelines. Refunds will be offered in the form of an OAXMI credit note which is valid for six months, and any refund remains subject to the conditions outlined above. For our full in-store refund policy please refer to our Returns policy on the reverse of your invoice, which is also available at the point of sale.
Faulty products may be returned for a refund or exchange within 30 days with proof of purchase.
Unless the item is being returned because of a fault or it has been sent to you in error you will need to bear the cost of returns.
Please note that any refunds requested on compassionate or discretionary grounds which fall outside these terms will not be considered unless in writing to: firstname.lastname@example.org Evidence may be required to support any such request.
Except in relation to faulty products the following items may not be returned: Foot massager and any other consumable products, additional warranty, or products where matters of hygiene make the product non-returnable.
This exclusion also applies to massage chairs so please ensure that you have chosen the correct product for your needs before finalizing a purchase. We would strongly advise that you test the chair in one of our outlets as well as checking the measurements carefully before committing to the purchase.
Products purchased at a specially negotiated low price, below the currently advertised promotion price, or where the purchase is made on behalf of a business may not be refunded except where the product is faulty or incorrectly supplied.
Before returning any item for refund you must obtain a Returns Authorization Number (RAN). Please email email@example.com with your invoice number, date of purchase, original purchaser name, the product you wish to refund, the serial number and your reason for refunding. If eligible you will be supplied with an RAN – this may take up to 72hrs. Please ensure this number is clearly visible on the external packaging to avoid your product being rejected. RANs are only valid for 15 days, after which you must re-apply so we can re-assess your eligibility.
Package the goods carefully to prevent damage, enclosing a copy of your proof of purchase and contact details, and send to the address below using registered post or other secure method of delivery. Please note that postage or other return costs will be the customer’s responsibility and will be reimbursed only in the case of damaged or incorrectly supplied goods, and only for standard tracked postage costs. Where an item was sold with 'free delivery' the usual cost of the delivery will be deducted from the amount to be refunded– this amount is shown on your invoice.
The goods must be returned, together with the original packaging, in the same condition as supplied to you, and where appropriate any free gifts should be included or the cost of these items will be deducted from the final refund amount.
If we find that the product has not been returned to us in fully resalable condition, inclusive of full packaging, we reserve the right to refuse a refund on the item, or deduct up to 50% of the original selling price from the refund amount.
You should allow up to 10 working days from receipt of your product for the refund to be processed.
Returns warehouse address will be provided with RAN to your email address.
The customer is subject to all import duties, taxes and tariffs on any products ordered, which are imposed in your country, unless otherwise agreed with us in writing. Additional charges for customs clearance must be borne by you.
We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country and you should contact your local customs office for further information.
Additionally, when ordering from us, you are considered the importer of the goods purchased and must comply with all the laws and regulations of the country in which you are receiving the goods. Generally, customs forms or shipping invoices for international packages will list the value of your order’s contents by product type.
For shipping of products internationally, you should be aware that cross-border shipments are subject to opening and inspection by customs authorities.
Once an order leaves one of our distribution center we are not responsible for orders that are delayed through customs. If you believe your order/s is likely to be/has been delayed, please contact your local customs office since we will not be able to track your package in your home country.
Due to warranty issues and manufacturer restrictions we are unable to ship every product to all countries worldwide. For non-UK delivery please email firstname.lastname@example.org for delivery pricing and arrangements. Please note that we are unable to make deliveries to BFPO addresses.
We are not normally able to offer a removals service but should you wish to move your chair to a new location and you need advice on the best way to move the chair you should email email@example.com
We will instruct the shipping companies not to leave packages at the shipping address without proper authorization. International courier services generally require a signature.
It is necessary for you to provide a shipping address where someone is available to receive and sign for the package.
Where we are able to ship a massage chair to another country this will be performed by a third party freight forwarder. All deliveries are kerbside, not into the building, and are likely to be available only during normal business hours. The freight forwarder will contact you about a suitable delivery date once the chair is in the delivery country. If any arrangements are made with them which fall outside of business hours or kerbside delivery you must be invoiced for these directly, as we will not accept liability. Please ensure you have assistance available during the delivery slot to enable you to bring the massage chair into the delivery address as they cannot be handled by one person alone.
As with any delivery the onus is on the customer to make suitable arrangements to take delivery of their purchase.
We will send you video instruction how to assemble chair and you will have full phone support.
UK delivery refers to all parts of mainland United Kingdom, including the highlands of Scotland, and excluding Northern Ireland, the Isle of Man, the Isles of Scilly, the Scottish islands and the Channel Islands. For delivery to any of these please see below for information.
All deliveries must be signed for, except items sent by Royal Mail and which are small enough to be put through your letterbox. Please make sure you keep the receipt as it acts as your proof of purchase for warranty purposes. PLEASE SEND YOUR CUSTOMER SALES FORM to firstname.lastname@example.org to register for warranty.
Accurate individual delivery costs can be obtained with sale agent, calling us or emailing on email@example.com
Deliveries are available Monday to Friday only, special request delivery on SAT and SUN or EVENING at extra cost. We will endeavor to give you a week's notice, but where a delivery slot becomes available at the last minute we will call to see if anyone will be available to take delivery of the chair. No delivery will be arranged for massage chairs bought on the internet before the expiration of the 14 day cooling off period required by the Consumer Protection (Distance Selling) Regulations 2000.
When your chair is delivered our drivers will make every reasonable effort to take it to the room of your choice, provided that there is sufficient access. The chairs come assemble in 3 boxes, (Main body, Both Arms and Leg Massage) and the drivers will not be able to remove any parts of the chair on site to fit it through tight spaces. It is not our responsibility to get the chair to your preferred location, only to the delivery address and the chair will be left downstairs or in a garage if it cannot be maneuvered to your preferred location.
The packaging will then be removed so that you can inspect the chair fully, as you will be asked to sign to confirm receipt of the chair in good order. The drivers may remove the box if you ask them to do so, but we recommend that you keep it for a week or so in case the chair proves to be faulty.
Delivery is to be accepted within eight weeks of purchase, unless special arrangements are agreed at the time of purchase. Goods held thereafter will be subject to storage charges at commercial rates.
Please be aware that it is your responsibility to ensure that there is sufficient access to deliver the massage chair into the delivery address and into your preferred location. You should consider vehicle access, width of doorways, availability of lifts, awkward stairs, tight corners, etc. If windows or doors need to be removed in order to gain access it is your responsibility to arrange this in advance at your cost and risk. If you are unsure about access to or within the property, please call (0203 642 2447) or email us (firstname.lastname@example.org) to discuss this to avoid disappointment.
Please also note that where chosen access routes pose a serious risk to the health and safety of the drivers or risk damaging the chair or the customer’s property, a suitable alternate delivery address must be found within one mile of the agreed delivery address. If this is not an option the massage chair will have to be returned until suitable arrangements can be made. In this case any additional delivery would be chargeable. Our delivery drivers have had plenty of experience and their decision about access will be final.
Access difficulties are not an acceptable reason for refund so please ensure that any necessary measurements are taken before purchasing. There must be a minimum clear turning circle at any change in direction, for example on a staircase, in a hallway or between rooms.
Where access is expected to be tight we will ask, when arranging delivery, whether dismantling the chair is likely to be necessary. If you agree to a dismantle at the time of arranging a delivery, there will be no additional charge above the ordinary cost of delivery. If we attempt delivery with the chair intact and find that access is insufficient there will be a charge of £300 for redelivery and dismantle.
To enable the smooth processing of your order, the following payment policies will apply to all online orders placed with OAXMI throughout this site:
1. Payments can be made by Visa, Mastercard, American Express and debit card. Cash, cheques and some other electronic cards cannot be accepted.
2. You are required to provide details for Billing Information. Billing Information submitted must be the same as it appears on your credit card statement. The billing address is held by the card issuer and helps link the card to the address as an extra level of security.
3. To prevent any fraudulent orders and to verify the Billing Information provided, we may at our option, request that you send additional information to us via email. This may take the form of a copy of the front and back of your card, your card statement (the portion which reflects the card number, billing address and issuing bank’s name/logo) or other proof of address in the form of a utility bill, for example.
4. We reserve the right to cancel your order and/or suspend delivery should we find that the information submitted is not in order or should we not receive the above documentation upon request.
As these items cannot be repaired it is not possible to offer a repair. Within 14 days, with proof of purchase you may be able to return the item for a one-for-one product exchange, or a refund if the item is eligible.
Please see our full Returns Policy for exclusions. For items found to be faulty only a one-for-one exchange or refund can be offered and needs to comply with the requirements of the Sale of Goods Act 1979 or EU Directive 1999/44.
All electrical items carry a full one year local UK commercial warranty, or a limited one-year European commercial warranty covering parts and technical assistance. This does not affect your right to a legal warranty as detailed in the UK Sale of Goods Act 1979 or EU Directive 1999/44.
Within 14 days with proof of purchase you may return the product for a one-for-one product exchange or a refund. After the 14-day period repairs will be arranged. Please see our full Returns Policy for details of how to return your product.
Items should usually be returned to the original place of purchase at your cost. Shop purchases will then be available for collection approximately 4-6 weeks later and shop staff will call to advise. For webshop and office purchases which are posted back by the customer, we will cover the cost of return post.
For large items such as chairs within mainland UK please email email@example.com to arrange a service visit and repair on-site. For non-UK customers we will work with you to diagnose a fault, and supply parts (free of charge under warranty only) and technical assistance by email, whether for smaller products or massage chairs. All enquiries should be sent by email to firstname.lastname@example.org.
If a product cannot be repaired, we may offer a one-for-one product exchange at our discretion.
Please note that warranties are personal to the original purchaser, and valid only in the original country of purchase.
Warranty cover excludes: wear and tear, user error, accidental damage and natural disaster. Service by non-OAXMI personnel will render any warranty, whether legal or commercial, invalid, and no reparation will be offered.
If you have purchased your OAXMI product from any other website or supplier please approach your retailer in the first instance, as your contract is with them, and we would be unable to verify your purchase details.
After the first year of warranty has expired we are still able to assist with repairs, but these will be chargeable. Please email email@example.com for an up-to-date price for your product.
For massage chairs outside of warranty please email firstname.lastname@example.org. The majority of chairs can be repaired in a single visit as we narrow down the fault before quoting. You will need to pay in full in order to proceed with the repair visit.