This Service, Repair & Warranty Support Policy applies to eligible Rotai products purchased through Rotai or Rotai-approved sales channels.
This policy explains how Rotai handles service requests, inspection, repair, parts replacement, technician visits, product collection, warranty support, and customer responsibilities.
Nothing in this policy removes any consumer rights that apply under UAE law.
1. Eligible Products and Customers
Rotai service and warranty support is available only for products purchased from Rotai or Rotai-approved sales channels.
Approved sales channels may include:
- Rotai official website
- Rotai official showrooms
- Rotai official WhatsApp, phone, or social media sales channels
- Approved Rotai partners or marketplaces where the seller is Rotai or an authorized Rotai seller
The customer must provide valid proof of purchase when requesting service. This may include invoice, order number, registered phone number, registered email address, product serial number, or any other proof requested by Rotai.
2. Products Purchased from Unauthorized Sellers
If a product was purchased from an unauthorized seller, third-party reseller, private seller, grey-market seller, non-approved marketplace seller, or any channel not verified by Rotai, Rotai may refuse to provide warranty, free service, parts support, or technical service.
Rotai may, at its own discretion, offer paid inspection or paid service for such products. However, Rotai is not required to accept every product for service, especially if the product history, condition, authenticity, serial number, or purchase source cannot be verified.
3. Resold or Transferred Products
Rotai warranty and free service support are provided to the original purchaser and according to the policy applicable at the time of purchase.
If a customer purchases a Rotai product and later sells, transfers, gifts, or gives the product to another person, warranty and service support are not automatically transferred to the new owner.
Rotai may refuse service or warranty support for the new owner if the ownership, invoice, serial number, product condition, or purchase history cannot be verified.
Rotai may, at its own discretion, offer paid inspection or paid repair to the new owner.
4. Policy Applicable at Time of Purchase
Service, warranty, parts, technician visits, pickup, return delivery, labor, and charges will be handled according to the policy applicable at the time of purchase.
Different products may have different service terms.
New products, pre-owned products, display products, clearance products, and special-offer products may have different warranty and service coverage.
Rotai will follow the terms confirmed at the time of purchase.
5. Pre-Owned Products
Pre-owned products follow the service and warranty terms applicable at the time of purchase.
Warranty, parts, technician support, pickup, return, labor, and charges for pre-owned products may be different from new products.
Pre-owned products may have limited warranty, limited parts support, limited service coverage, or chargeable service depending on the product and purchase terms.
6. UAE Service Support
For eligible customers in Dubai and across the UAE, Rotai may arrange a technician visit to the customer’s location.
The technician will inspect the product and try to resolve the issue on-site where possible.
If the issue cannot be fixed on-site, or if further inspection is required, Rotai may collect the product and bring it to Rotai’s service center or warehouse.
After inspection, repair, or service, Rotai will arrange return delivery to the customer’s location.
7. GCC Service Support Outside UAE
For customers outside the UAE but within GCC countries, Rotai may provide remote support for minor issues.
Remote support may be provided through phone call, video call, WhatsApp, email, or other communication channels.
For major issues requiring parts replacement, Rotai may send required parts from the UAE to the customer’s location, subject to eligibility, policy coverage, parts availability, and service assessment.
The customer may need to arrange a local technician in their country to replace the parts. Rotai may provide manuals, instructions, videos, or guidance during the process.
Rotai is not responsible for workmanship, damage, incorrect installation, or mistakes caused by a local technician arranged by the customer unless that technician was directly appointed and approved by Rotai in writing.
8. Service Request Process
When a customer requests service, Rotai may ask for:
- Customer name
- Order number or invoice
- Registered phone number or email address
- Product model
- Product serial number, if required
- Delivery location
- Description of the issue
- Photos or videos showing the issue
- Photos or videos showing the physical condition of the product
- Any error message, sound, movement issue, or function issue
Rotai may refuse, delay, or reschedule service if the customer does not provide required information.
9. Proof of Issue and Product Condition
Before arranging technician visit, pickup, or service, the customer must provide clear details of the issue.
Rotai may request photos or videos showing:
- The issue reported
- The chair’s physical condition
- Any visible damage
- Remote/controller display
- Power connection
- Product placement
- Surrounding space
- Any sound, movement, or error
If the product is collected from the customer’s location, Rotai may take photos or videos at the time of pickup to record the product condition.
This record helps protect both the customer and Rotai and helps avoid later disputes about scratches, damage, missing parts, or product condition.
10. Service Scheduling
Service is arranged according to Rotai’s service team schedule.
When a customer requests service, Rotai will check technician availability, location, route, workload, required parts, and service type before confirming the appointment.
Service is not immediate on demand.
The customer cannot demand instant service or a specific date/time unless Rotai confirms it.
If Rotai offers a service date and the customer refuses, is unavailable, or does not allow access, the next appointment will be scheduled according to Rotai’s next available service schedule.
The next appointment will be decided by Rotai based on team availability, location, workload, and service planning.
11. Customer Availability
The customer or an authorized person must be available on the scheduled service day.
Exact timing may vary due to route, traffic, building access, previous service cases, and technician schedule.
Rotai may provide an estimated time window where possible, but exact arrival time is not guaranteed unless specifically confirmed by Rotai.
If the customer is not available when the team arrives, the visit may be treated as a failed visit and may be rescheduled.
Additional charges may apply for failed visits, repeated visits, or missed appointments.
12. Access, Permission, and Site Readiness
The customer must provide all required access for Rotai’s technician, delivery, pickup, or service team.
This includes, where applicable:
- Building entry approval
- Community access
- Gate pass
- Security approval
- Parking access
- Lift access
- Service elevator access
- Loading/unloading permission
- Any building or management permit
- Safe access to the product
- Enough space to inspect, move, or collect the product
If the team cannot enter, park, access the product, use the lift, or complete the visit because access was not arranged, the visit may be rescheduled.
Additional charges may apply if the visit fails due to missing access, permission, or customer-side delay.
13. Customer’s Delivery and Installation Acceptance
At the time of delivery and installation, the customer should check the product condition, basic operation, and main functions.
If the customer accepts the product after delivery and installation, the product will be considered received and accepted in good visible condition unless an issue was clearly reported and recorded at that time.
Later claims such as “the issue was there from day one” may not be accepted unless the customer has clear proof or an earlier record showing that the issue was reported at delivery or installation.
14. Inspection and Repair Rights
When a product is collected or brought to Rotai’s service center or warehouse, Rotai has the right to perform all reasonable technical actions required for inspection, diagnosis, testing, repair, service, and quality checking.
This may include:
- Opening the product
- Not opening the product if not required
- Inspecting internal and external parts
- Testing electrical and mechanical functions
- Checking wiring, motors, rollers, airbags, sensors, remote, screen, tracks, frame, and other parts
- Repairing or replacing parts
- Updating, resetting, or adjusting settings where applicable
- Cleaning or preparing service areas where required
- Testing the product before return
- Performing safety checks
The service process will be decided by Rotai’s technician or service team based on the product condition and reported issue.
The customer cannot limit the service process by saying “only do this” or “do not do that” unless Rotai agrees in writing.
15. Product Collection Does Not Mean Return or Refund
If a product is collected for inspection, repair, or service, this does not mean the product is being returned, cancelled, exchanged, or refunded.
Collection for service is only part of Rotai’s inspection and repair process.
After service is completed, the customer is required to accept the product back.
The customer cannot refuse to accept the product back only because it was collected for service or repair.
16. Service Timeline
If a product is collected from the customer’s location and brought to Rotai’s service center or warehouse, return will not be immediate.
Basic inspection or repair may take around 2 to 3 working days.
If parts are required, unavailable, rare, discontinued, imported, or need supplier confirmation, the timeline may be longer.
Some service cases may take one week or more.
Some cases may take one month or longer depending on the issue, parts availability, supplier response, product condition, product age, and service requirement.
Rotai will provide an estimated timeline where possible. Timelines are estimates and may change after inspection.
17. Parts Availability
Parts availability depends on product model, product age, supplier availability, stock availability, and whether the product is active, rare, or discontinued.
If a part is discontinued or not available, Rotai may offer one of the following where possible:
- Alternative part
- Equivalent part
- Repair option
- Paid replacement option
- Supplier-supported solution
- Other practical solution
Rotai is not responsible for delays caused by discontinued parts, rare parts, supplier delays, shipping delays, customs delays, force majeure, or issues outside Rotai’s control.
18. Parts, Labor, and Charges
Parts replacement depends on the policy applicable at the time of purchase and the specific service case.
Some parts may be covered or replaced free of charge under the customer’s policy.
Other parts, labor, pickup, return delivery, inspection, diagnosis, transport, repair work, or third-party service may be chargeable.
Rotai reserves the right to confirm whether a service or part replacement is free or chargeable after checking the product, warranty status, purchase policy, and issue.
If charges apply, Rotai will inform the customer.
The customer may accept or decline the chargeable service.
If the customer declines the chargeable service, Rotai may return the product without repair, and inspection, transport, pickup, delivery, or handling charges may still apply where applicable.
19. Repair Quotation and Approval
If a service is chargeable, Rotai may provide an estimated repair quotation.
The quotation may include:
- Inspection fee
- Labor charge
- Parts cost
- Pickup or delivery charge
- Transport charge
- Third-party charge, if applicable
- Other service-related costs
Repair will proceed only after customer approval where approval is required.
If additional issues are found after opening or inspecting the product, Rotai may revise the quotation.
The customer must approve the revised quotation before additional chargeable work is carried out.
20. Replaced Parts
If parts are replaced during a paid repair, Rotai may provide details of the replaced parts where applicable.
Replaced parts may be new, used, refurbished, repaired, or equivalent parts depending on availability, product model, and service requirement.
If the customer wants old replaced parts returned, this request must be made before repair completion.
Rotai may reject return of old parts where the part must be kept for supplier claim, warranty claim, safety reason, disposal reason, or internal service record.
21. Repair Warranty
Paid repairs may carry a limited repair warranty only for the same repaired issue and same replaced part.
This repair warranty does not cover new issues, unrelated faults, misuse, accidental damage, unauthorized repair, water damage, power issues, wear and tear, or customer-caused damage.
The repair warranty period may depend on the nature of the repair, replaced part, and service type.
22. Warranty Coverage
Warranty coverage applies only according to the product warranty terms applicable at the time of purchase.
Warranty may cover manufacturing defects or covered technical faults confirmed by Rotai.
Warranty does not automatically cover every issue, every part, every visit, every sound, every comfort preference, or every damage.
Warranty support is subject to inspection and service assessment by Rotai.
23. Warranty Exclusions
Warranty or free service may not apply in the following cases:
- Product purchased from unauthorized seller
- Product resold or transferred to another owner without Rotai approval
- No valid proof of purchase
- Serial number removed, changed, damaged, or not matching Rotai records
- Unauthorized repair, opening, modification, or third-party service
- Customer misuse or improper use
- Physical damage
- Scratches, dents, stains, cuts, leather damage, or cosmetic damage after delivery acceptance
- Damage caused by moving, shifting, relocation, or improper handling by customer
- Damage caused by water, moisture, liquid, humidity, dust, pests, fire, heat, or external conditions
- Damage caused by wrong voltage, unstable power supply, extension cords, adapters, or electrical issues
- Damage caused by commercial use unless commercial use was approved in writing
- Normal wear and tear
- Noise, vibration, or performance changes caused by age, usage, floor condition, or placement
- Damage caused by not following user manual, safety instructions, or maintenance guidance
- Consumable items, accessories, remote batteries, covers, cushions, or appearance-related items unless specifically covered
- Issues caused by customer’s local technician or third-party technician
- Issues caused by software/settings changes made outside Rotai guidance
- Any issue outside the applicable warranty terms
24. Unauthorized Repair or Third-Party Technician
The customer must not open, repair, modify, adjust, or attempt to fix the product through their own technician or any third party without Rotai’s written approval.
If the product is opened, repaired, modified, damaged, or incorrectly handled by the customer, local technician, or third-party technician, Rotai may refuse warranty or service support.
Rotai may still accept the product for paid inspection or paid repair at its own discretion.
Any damage, missing parts, wrong fitting, wiring issue, safety issue, or new fault caused by unauthorized repair will not be Rotai’s responsibility.
Unauthorized repair may affect warranty and service coverage.
25. Customer-Arranged Local Technician Outside UAE
For GCC customers outside the UAE, if Rotai guides the customer remotely and the customer arranges a local technician, the local technician is not considered a Rotai technician unless Rotai confirms this in writing.
Rotai may provide guidance, manuals, videos, or instructions, but the customer is responsible for ensuring the local technician is qualified and careful.
Rotai is not responsible for damage caused by incorrect local repair, incorrect installation, wrong wiring, missing parts, or misuse of instructions.
26. Customer Refusal, Delay, or Non-Response
If the customer does not respond, delays approval, refuses quotation, refuses return delivery, refuses to accept the product back, or does not provide required information, the service process may be delayed or paused.
Storage, handling, transport, or re-delivery charges may apply where applicable.
Rotai is not responsible for delay caused by customer non-response, refusal, missing approval, missing payment, or unavailable access.
27. Product Storage After Service
After service is completed, the customer must accept return delivery or collect the product within the period confirmed by Rotai.
If the customer refuses delivery, delays collection, or does not respond, Rotai may charge storage, handling, or re-delivery fees.
Rotai will try to contact the customer using the contact details available in its records.
28. Respectful Communication and Safe Service
Rotai team members have the right to work in a safe and respectful environment.
If a customer is rude, abusive, threatening, disrespectful, uses inappropriate language, behaves aggressively, or creates an unsafe situation, Rotai may refuse, pause, cancel, or reschedule the service.
This applies to all Rotai team members, including customer support, technicians, delivery team, drivers, warehouse team, and service staff.
Service can continue only when respectful communication and safe working conditions are maintained.
29. Safety and Site Conditions
Rotai may refuse or stop service if the location is unsafe, unhygienic, inaccessible, restricted, or not suitable for inspection, repair, pickup, or delivery.
This includes situations where:
- The product cannot be accessed safely
- The team cannot move the product safely
- Building permission is not available
- The lift or service elevator is not available
- The customer refuses required access
- The location creates risk to staff, product, or property
- The customer or another person at the location behaves aggressively
In such cases, Rotai may reschedule the visit or apply additional charges.
30. Product Movement and Space Requirement
Massage chairs are large and heavy products. The customer must make sure there is enough space for service, inspection, pickup, and delivery.
The customer should remove obstacles before the team arrives.
Rotai is not responsible for delay, failed pickup, failed delivery, or inability to complete service if the product cannot be moved safely through doors, lifts, stairs, corridors, parking areas, or access points.
If special handling, extra manpower, dismantling, building approval, or external moving support is required, additional charges may apply.
31. Damage During Customer-Side Movement
If the product is moved, shifted, relocated, transported, lifted, dismantled, or handled by the customer or any third party, Rotai is not responsible for any resulting damage.
Any issue caused by customer-side movement may be chargeable and may not be covered under warranty.
32. Software, Settings, and Technical Adjustments
Some products may include software, screen settings, remote settings, system settings, or internal controls.
During service, Rotai may reset, update, adjust, or reconfigure settings where required for diagnosis, repair, or testing.
Rotai is not responsible for customer preferences, saved settings, or adjustments that may change during service.
33. Hygiene and Cleaning Condition
The product must be in a reasonable hygiene condition before service, pickup, or repair.
Rotai may refuse or delay service if the product is dirty, wet, contaminated, unsafe, infested, or not suitable for handling.
Cleaning, sanitation, or handling charges may apply where applicable.
34. Accessories and Personal Items
Before pickup or service, the customer must remove personal items and accessories not related to the repair.
This includes covers, cushions, loose items, documents, memory cards, adapters, or personal belongings.
Rotai is not responsible for personal items left inside or around the product.
35. Force Majeure and Delays Outside Rotai Control
Rotai is not responsible for delays caused by events outside its reasonable control.
This may include supplier delay, shipping delay, customs delay, weather, traffic, road restrictions, building restrictions, government rules, strikes, accidents, force majeure, discontinued parts, rare parts, or any event beyond Rotai’s control.
36. Final Service Decision
All service decisions, inspection steps, repair methods, parts replacement, charges, and timelines will be based on Rotai’s service team assessment, product condition, purchase policy, warranty coverage, parts availability, and applicable law.
Rotai reserves the right to accept, reject, pause, reschedule, charge, or refuse service depending on the case.
37. Policy Updates
Rotai may update this policy from time to time.
For existing customers, service and warranty coverage will be handled according to the purchase terms, warranty terms, and policy applicable at the time of purchase, unless otherwise required by applicable law.