Refund-Warranty & Service Maintenance Policy

Warranty & Service Maintenance Policy

Thank you for making ROTAI your preferred choice to attaining total wellness. The terms and conditions stated below are applicable to ROTAI products with a standard ROTAI Warranty purchased from, and, registered with ROTAI HEALTH TECHNOLOGY FZE.

ROTAI STANDARD WARRANTY POLICY

The warranty is offered by ROTAI, with charge, to the purchaser of an applicable ROTAI Product and is only valid in the country of original purchase (UAE).
The healthcare product is under warranty against manufacturing defect(s).
The default warranty period is a value-added service, offered by ROTAI, that begins on the first day of purchase or on the date of delivery (whichever is later) for a period of 1 year unless otherwise stated in the ROTAI Sales Order/Invoice provided upon purchase of the following products:

i. Massage Chairs, Massage Sofa

ii. Foot Massager, Hand-Held Massager, Fitness Product, Mobile Seat/Mobile Neck Massager

iii. Diagnostic Items

The warranty ceases to apply if there is any evidence of tampering, misuse, or unauthorized maintenance.
The warranty does not cover product battery, accessories, upholstery, cloth and relocation services.
Under the following circumstances, services and parts will be chargeable even within the warranty period:
- Failure to present the warranty card and/or receipt when servicing is required. Full particulars not clearly shown or alterations made against the actual information. e.g. Alteration of the date of purchase, serial numbers - altered or moved.
- The unit has been tampered with and/or altered in any way by any unauthorized technicians or which has been subjected to misuse, negligence, or accident. The warranty does not cover set installation and damage occurring in transit by or from the customer.
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.
ROTAI 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 ROTAI (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.
If identical materials are not available at the time of repair or replacement, ROTAI reserves the right to substitute comparable materials or models and does not guarantee that the replacement will match the existing or original piece.
ROTAI may conduct diagnostic tests on the product to determine the cause of defect. ROTAI's decision on all claims, including without limitation whether there is a defect in the product, the cause of defect, validity of the warranty, and what remedy is to be provided, shall be conclusive and you agree to abide by such decision. Products with valid warranty subsisting will upon repair or replacement continue to be warranted for the remaining of its warranty period, or for a period of 30 days from the date of completion of repair/replacement, whichever is longer.
ROTAI shall not in any way be liable under this warranty to repair, replace or refund any product which ROTAI, at its sole discretion, decide as being "Out of Warranty" due to breach of warranty term, expiry of warranty period, invalidation of the warranty. Repair charges/spare part charges are applicable for repair of product which is Out of Warranty or without any valid supporting documents such as dated proof of purchase and warranty card.
ROTAI shall not in any way be liable under this warranty to repair, replace or refund any product which ROTAI, at its sole discretion, decide as being "Out of Warranty" due to breach of warranty term, expiry of warranty period and/or invalidation of the warranty (failure to present warranty card and/or receipt). Repair charges/spare part changes are applicable for the repair of Out of Warranty product and the repaired product carries a 90-day warranty from the date of completion of service for the:
- Spare part replaced/repaired, and
- Same fault for which the repair was conducted.
The guarantee does not cover any damage(s), losses, costs or expenses, direct, indirect or incidental, consequential or special, arising out of, or related to the product.
The warranty become null and void if the product is taken out of the country of purchase.
The customer may send in their ROTAI Product* to ROTAI Service Centre through any ROTAI Outlet to your convenience during the retail operating hours. The repaired Product will be sent to ROTAI nearby Headquarters for repair and will be returned to the same retail outlet(unless otherwise stated) for your collection. Delivery charges is applicable even within warranty period for collection/return/delivery of the defective product and are subjected to schedule and availability. (*Applicable to Foot Massagers, Hand Massagers, Fitness Products, Mobile Seats/Mobile Neck Massager only)

ROTAI WARRANTY EXTENSION PACKAGE (WEP)

The terms and conditions below are applicable to ROTAI Products covered by the ROTAI Warranty Extension Package (WEP) purchased from, and, registered with ROTAI LIFESTYLE GENERAL TRADING LLC (ROTAI).

The WEP is offered by ROTAI, with charge, to the purchaser of an applicable ROTAI Product and is only valid in the country of original purchase, which herein, refers to UAE.
The WEP is a value-add service, offered by ROTAI, that begins after the ROTAI Standard Warranty Policy period in the ROTAI Sales Order/Invoice provided upon purchase of any applicable Product.
The WEP is available for purchase on the day of purchase of the customer’s Order or during the first 12 months of the customer’s Order.
The WEP is not transferable, negotiable or assignable to any third party.
The WEP is not a guaratee or promise relating to the nature of the material, workmanship or performance of the product.
The WEP 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, colouring, 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), remedy to affected parts will be advised.
- 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;
ROTAI has the sole option to repair or to replace a product or any parts thereof with like kind or similar in value, quality and specifications in the event of product malfunction. If the product is replaced, the WEP will be automatically terminated. The product with the original WEP will then become the property of ROTAI (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.
WEP for applicable products can be purchased anytime during the first 12 months of purchase without need for further assessment.

LIMITATIONS AND EXCLUSIONS OF WARRANTY

Notwithstanding that the Product is within the Warranty Period, this warranty shall be invalidated and rendered void upon the following:
- The Product serial number, has been removed, erased, defaced, altered, tampered or is illegible; or
- The Product shows evidence of commercial use; impact, shock; accident; fire, flood, earthquake, lightning or other acts of nature; sand, liquid or food damage; exposure to extreme thermal or environmental conditions beyond product specifications or a rapid change in such conditions; electrostatic discharge; battery or chemical corrosion; abuse, mishandling, improper installation, operation or maintenance, use of wrong electrical supply or voltage; damage during shipment to / from ROTAI authorized service centre; damage caused by installation of any software, programs or applications, or use of any accessories, consumable items or peripheral equipment not provided or approved by ROTAI for use with the Product; improper alteration, modification, adjustment, tampering; replacement of parts with parts not provided or approved by ROTAI; or dismantling, opening, service or repair performed other than by ROTAI authorized service centre; or any other use contrary to the product manual.
Exclusions from warranty coverage:
- Products still covered under any other warranties in effect;
- Any non-operating items such as, but not limited to, paint, colouring, accessories, detachable plugs/attachments and/or product finishes;
- 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, floods, 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;
- Cosmetic damage to outer surface/finishing and external parts of the Product, including without limitation cracks, dents or scratches on the exterior casing, screen, camera lens, buttons and other attachments;
- Deterioration of the Product due to normal wear and tear, including without limitation rust or stains;
- General maintenance, password reset assistance, routine servicing and cleaning, updating/upgrading of software, installation of software or applications, product demonstration, or any other service other than repair;
- Any other circumstance such that repair would be contradictory or not in compliance with good business practice.
To the fullest extent permitted by law, the warranty expressly provided herein is the sole and exclusive warranty provided in connection with the Product and no other warranties, representations, endorsements or conditions of any kind, whether oral, written, express, implied or statutory, including without limitation any implied warranties of quality, merchantability or fitness for a particular purpose, and warranties against hidden or latent defects, are provided. In so far as any warranties cannot be excluded, such warranties shall be limited to the terms of this warranty and for the Warranty Period expressed herein.
To the fullest extent permitted by law, ROTAI shall not be in any way liable for any consequential, incidental, indirect, special or similar damages whatsoever arising from or in connection with the use, inability to use or performance of the Product, including without limitation loss of revenue, loss of profits, loss of opportunity, loss of business, loss of goodwill, loss of reputation, failure to realize savings or other benefits, loss of use of the Product or any associated equipment, loss of or damage to other property due to the malfunction of the Product, costs of substitute equipment, loss due to downtime cost, costs of recovering, reprogramming or reproducing any program or data stored in or used with a system containing the Product, or loss, damage, corruption or compromise of data, whether due to breach of warranty, strict liability, product liability, the negligence of ROTAI, or otherwise.
Without limiting the generality of the foregoing, you assume all risk and liability for loss, damage or injury to you and your property and to any third parties and their property arising out of the use, misuse or inability to use the Product not caused directly by the negligence of ROTAI.
You agree and acknowledge that ROTAI’s exclusions and limitations of liability are reasonable in the circumstances.
Customer are required to contact our customer service by send us an email to info@rotaiuae.com for service maintenance appointments.