Lumbar Back Relief Pad
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Effective Date: Tuesday, 20 May 2025
Thank you for choosing ROTAI. We appreciate your trust in our products. To provide full transparency and ensure you understand the support we offer, please review our Warranty and Service Policy outlined below.
ROTAI Standard Warranty Policy
At Rotai, we are confident in the quality and durability of our products. That is why we offer a 10-year warranty that covers all mechanical issues, such as free parts replacement within 10 years of purchase. No hidden fees, no hassle, no worries.
We value our customers and we want to ensure that you are satisfied with your purchase. Whether you need a new battery, a new screen, or a new keyboard, we will replace it for you at no extra cost.
Our warranty is one of the best in the industry and it shows how much we care about our products and our customers. With Rotai, you can enjoy peace of mind and a great user experience.
Warranty Duration
Massage Chairs:
- General Models: Covered for 10 years from the date of purchase or delivery, whichever is later.
- TAURUS Hoyogen Massage Chair: Covered for 5 years from the date of purchase or delivery, whichever is later.
- ARIES Hoyogen Massage Chair: Covered for 5 years from the date of purchase or delivery, whichever is later.
Massage Accessories: Covered for 1 year from the date of purchase or delivery, whichever is later.
Coverage Details
- Free parts replacement within 10 years of purchase.
- Warranty covers manufacturing defects.
- Excludes tampering, misuse, unauthorized maintenance, and specific components (e.g., product battery, leather, accessories).
Chargeable Services
Certain services and parts may be chargeable if warranty terms are not met or supporting documents are incomplete.
Repair or Replacement
- ROTAI may choose to repair or replace a defective product.
- If replaced, the original warranty is terminated, and the replaced product becomes ROTAI's property.
Limitations
- The warranty is non-transferable.
- ROTAI is not liable for damages beyond the purchase price.
Service Process
- Customers can send their ROTAI product to any ROTAI Outlet during operating hours.
- Delivery charges apply for collection, return, or delivery of defective products.
Warranty Policy for Authorized Reseller Purchases
If you purchase your massage chair from a ROTAI Authorized Reseller (outside our official website or UAE showrooms), the warranty coverage is as follows:
- For massage chairs priced below AED 10,000: 5-year warranty from invoice date.
- For massage chairs priced AED 10,000 or more: Standard 10-year warranty applies.
- Exception – A50 Royal Omega Massage Chair: Eligible for a 10-year warranty, even at AED 6,999.
Please keep your purchase invoice as proof of purchase date.
Limitations and Exclusions of Warranty
Invalidation of Warranty
- Warranty is void if the product serial number is tampered with or used commercially.
- Exclusions include non-operating items, consumables, user-performed maintenance, and more.
Exclusions from Coverage
- Cosmetic damage, wear and tear, general maintenance, and more are not covered.
Liability Limitations
- ROTAI is not liable for indirect damages or losses beyond the product's purchase price.
Contact Information
For service or maintenance appointments, please contact our customer service team at support[at]rotai.ae.
Customer Interaction Guideline
We prioritize serving our customers with respect and care. We also care for the well-being of our staff. We reserve the right to refuse service to abusive customers.
Thank you for your understanding and cooperation. We are committed to providing you with quality products and services.
Last updated: 2:29 PM Tuesday, 19 November 2024
We understand that sometimes a purchase might not meet your expectations, and we aim to make the return, refund, and exchange process as clear and easy as possible. Below are the details of our policy for both online and in-store purchases.
1. Return Policy
We offer a 15-day return policy from the date you receive your item. To qualify for a return, the item must meet the following conditions:
- The product must be unused and in the same condition as it was when received.
- The product must be in its original packaging with all original tags and labels intact.
- You must have the original receipt or proof of purchase.
To initiate a return, please contact our customer support team at support@rotai.ae with your order details. Once the return request is received, our team will guide you through the process.
2. Damages and Issues
Upon receiving your order, please inspect it carefully. If any items are damaged, defective, or if you have received an incorrect product, please notify us immediately. We will assess the issue and take appropriate action, which may include providing a replacement, repair, or full refund.
Please note that claims related to damages or wrong items must be made within 48 hours of receiving your package.
3. Exchanges
We offer a one-time exchange for items that meet the following criteria:
- The item must be in the same condition as received, unused, and in its original packaging.
- Exchanges are allowed for items of equal value or a higher-priced item, for which you will need to pay the price difference.
If the exchanged item does not meet your expectations, you have the option to return it under our standard return policy. Please note that exchanges are subject to product availability.
4. Refunds
Once your returned item has been received and inspected, we will notify you of the approval or rejection of your refund. If your return is approved, we will process the refund to your original payment method within 10 business days.
Please be aware that your bank or credit card provider may take additional time to process and post the refund to your account. If more than 15 business days have passed since we approved your return and you have not received your refund, please contact us at support@rotai.ae.
5. Bank Charges
In the event of a refund, any transaction fees charged by the bank or payment provider at the time of purchase will be deducted from the refund amount. These fees are based on the policies of the bank or payment service and can vary. You will be responsible for any charges related to the refund that are charged by your bank or credit card provider.
6. Refunds for Installment Plan Purchases
If you purchased your item through an installment plan, such as Tabby, Cashew, or other "Buy Now, Pay Later" services, please note that a 7% transaction fee will be applied to the refund amount. This fee covers administrative costs and transaction charges from the payment provider.
For refunds processed through installment plans, we recommend contacting the payment provider directly for any specific terms that may apply.
7. Non-Refundable Items
Certain items are exempt from being returned or refunded. These include:
- Items that have been opened, used, or damaged after delivery.
- Custom-made or personalized products.
- Gift cards or items marked as non-returnable.
Please check the product page carefully for specific return conditions before making your purchase.
8. Process for Returning Items
To ensure that your return is processed smoothly, please follow these steps:
- Contact our customer support team at support@rotai.ae with your order details.
- You will be provided with a return authorization number and instructions on how to return the item.
- Pack the item securely in its original packaging, including all accessories, manuals, and tags.
- Ship the item back to us, using a trackable shipping service. You are responsible for the cost of return shipping unless the return is due to our error (e.g., defective item or wrong product).
Please note that we are not responsible for items lost or damaged in transit, so we recommend using a shipping service with tracking and insurance.
9. Cancellations
If you wish to cancel an order, please contact us immediately at support@rotai.ae. Cancellations can only be processed if the order has not yet been shipped. If the item has already been shipped, the return policy will apply.
10. Shipping Fees
Shipping charges are non-refundable. If you receive a refund for a returned item, the shipping fee you paid at checkout will be deducted from your total refund amount unless the return is due to an error on our part.
11. Late or Missing Refunds
If you have not received a refund yet and it has been more than 10 business days since it was processed, please first check with your bank or credit card provider. If there is no update, please contact us at support@rotai.ae so we can further investigate.
12. Changes to the Return & Refund Policy
We may update our Return & Refund Policy from time to time to reflect changes in our practices or for other operational, legal, or regulatory reasons. Any changes will be posted on this page, and the “Last Updated” date at the top of the page will be revised. Please review the policy periodically for updates.