Policy Update Notice: This Return & Refund Policy was updated on 30 June 2026. For purchases made before 30 June 2026, please refer to the previous policy version here: [View Previous Return & Refund Policy PDF].
At Rotai, we want every customer to clearly understand our return, refund, and exchange terms before purchasing. This policy applies to all purchases made directly from Rotai, including online orders, showroom purchases, WhatsApp orders, social media orders, phone orders, and any other approved Rotai sales channel.
This policy does not remove any rights customers may have under applicable UAE consumer protection laws.
1. Return Period
Rotai offers a 7-day return period from the date of delivery for eligible products.
To qualify for a return, the product must meet all of the following conditions:
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The product must be unused and in the same condition as received.
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The product must be unopened, undamaged, and in its original packaging.
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All original tags, labels, manuals, accessories, remote controls, wires, warranty cards, and packaging materials must be included.
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The customer must provide the original receipt, invoice, or proof of purchase.
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The return request must be submitted within 7 days from the delivery date.
Returns that do not meet these conditions may be rejected.
2. Massage Chairs and Large Products
Massage chairs and large products require special handling, delivery, and installation.
Once a massage chair or large product has been delivered, unboxed, assembled, installed, or used, it cannot be returned for change of mind, comfort preference, size preference, model preference, or personal preference.
The customer must check the product at the time of delivery or installation. Once the customer accepts delivery and the product is installed or used, the sale is considered completed, except where the product has a verified defect covered under this policy or the applicable warranty.
3. Showroom Trial and Free Home Trial Purchases
If a customer has tried the product in a Rotai showroom or through a Rotai free home trial before confirming the purchase, the customer is considered to have checked the product’s comfort, size, features, and suitability before buying.
After the order is confirmed and the product is delivered, installed, or used, returns for change of mind, comfort preference, or personal preference will not be accepted.
This does not affect the customer’s rights if the product is proven to be defective, damaged on arrival, or not as described.
4. Damaged, Defective, or Wrong Items
Customers must inspect the product carefully at the time of delivery.
If the product is damaged, defective, incomplete, or the wrong item is delivered, the customer must notify Rotai within 48 hours of delivery.
Rotai may request photos, videos, inspection details, or a technician visit to verify the issue.
If the issue is confirmed, Rotai may offer one or more of the following solutions, depending on the case:
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Repair
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Replacement
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Exchange
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Pickup and inspection
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Refund, where required or approved
Damage claims reported after 48 hours may be rejected if the damage appears to have happened after delivery. Hidden manufacturing defects will be handled under the applicable warranty terms.
5. Used, Installed, or Assembled Products
Products that have been used, assembled, installed, damaged, modified, mishandled, or returned without original packaging will not be accepted for return unless there is a verified manufacturing defect.
Rotai reserves the right to reject any return if the product condition shows signs of use, damage, missing parts, stains, scratches, misuse, or improper handling.
6. Pre-Owned Products
Pre-owned massage chairs and pre-owned products are sold as inspected and approved items.
Due to the nature of pre-owned products, returns, refunds, and exchanges are not accepted once the product has been delivered.
Customers must check the product details, condition, price, warranty period, and service terms before confirming the order.
After delivery is completed, the sale is final.
If there is a service-related issue after delivery, Rotai will provide support according to the warranty or service terms mentioned for that specific pre-owned product.
7. Non-Returnable Items
The following items are not eligible for return or refund:
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Products that have been opened, used, assembled, or installed, unless defective.
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Products returned without original packaging.
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Products with missing accessories, manuals, remotes, wires, tags, or labels.
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Products damaged after delivery due to misuse, mishandling, liquid damage, improper storage, or unauthorized repair.
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Custom-made or special-order products.
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Clearance, final sale, or non-returnable items.
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Gift cards.
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Pre-owned products.
8. Exchanges
Rotai may offer a one-time exchange for eligible products, subject to approval and product availability.
To qualify for an exchange:
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The product must be unused, unopened, undamaged, and in original packaging.
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The request must be made within 7 days of delivery.
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The customer must provide proof of purchase.
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All accessories, manuals, parts, tags, and labels must be included.
If the replacement product is higher in price, the customer must pay the price difference.
Used, installed, or assembled products are not eligible for exchange unless a verified defect is confirmed.
9. Refunds
Once a returned product is received and inspected, Rotai will notify the customer whether the refund is approved or rejected.
If approved, the refund will be processed to the original payment method within 10 business days.
The customer’s bank, card provider, or payment provider may take additional time to complete the refund.
If more than 15 business days have passed after refund approval and the customer has not received the refund, the customer may contact Rotai at support@rotai.ae.
10. Deductions from Refunds
Where permitted by applicable law, the following charges may be deducted from the refund amount:
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Delivery charges
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Installation charges
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Pickup or return shipping charges
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Bank or payment gateway charges
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Buy Now, Pay Later provider charges
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Any approved service or handling charges
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Cost of missing accessories, parts, manuals, or packaging
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Any reduction in product value caused by customer handling or use
Rotai will inform the customer of any applicable deductions before completing the refund where required.
11. Installment Plan Purchases
If the product was purchased through Tabby, Cashew, or another installment or Buy Now, Pay Later provider, the refund may be subject to the provider’s own terms, charges, and processing timeline.
Any payment provider charges or administrative costs may be deducted from the refund amount where applicable.
Customers may also need to contact the installment provider directly for details related to their payment plan.
12. Return Process
To request a return, the customer must contact Rotai at support@rotai.ae within the allowed return period.
The customer must provide:
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Order number or invoice number
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Customer name and contact details
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Product name and model
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Reason for return
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Photos or videos, if requested
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Proof of purchase
Rotai will review the request and confirm whether the product is eligible for return.
Products sent back without approval may not be accepted.
13. Product Inspection
All returned products are subject to inspection.
Rotai may reject the return if:
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The product has been used.
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The product has been installed or assembled.
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The product is damaged or incomplete.
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The original packaging is missing or damaged.
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Accessories, manuals, remotes, tags, or labels are missing.
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The product condition is different from the condition at delivery.
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The return request does not meet this policy.
Rotai’s inspection result will determine whether the return, exchange, repair, or refund is approved.
14. Cancellations
Orders can be cancelled only before dispatch.
If the order has already been dispatched, shipped, delivered, installed, or prepared as a special order, cancellation may not be possible and the return policy will apply.
15. Shipping, Delivery, Installation, and Pickup Fees
Shipping, delivery, installation, and pickup charges are non-refundable unless the return is due to Rotai’s error or a verified defect.
If a return is approved for a non-defective product, the customer may be responsible for return shipping or pickup charges.
16. Warranty Support
Warranty service is separate from returns.
If a product develops a fault after delivery, Rotai will handle the issue according to the applicable warranty terms.
Warranty service may include technician inspection, repair, replacement of parts, pickup and return service, or other support depending on the issue and warranty approval.
Warranty does not cover damage caused by misuse, tampering, unauthorized repair, improper use, improper storage, or accidental damage.
17. Policy Updates
Rotai may update this Return & Refund Policy from time to time. Any changes will be posted on this page with the updated date.
Customers are advised to review this policy before placing an order.