Our Commitment to Your Peace of Mind

Thank you for welcoming Irelax into your home. We hope your massage product brings you moments of comfort, relaxation and a little more time for yourself.

Our care continues long after your purchase. If something isn’t working as it should, our team is here to listen, answer your questions and guide you through the next steps.

Below, you’ll find the details of your warranty coverage and how to reach us when you need support. Please keep your invoice or receipt somewhere safe—it will help us assist you when you get in touch.

Terms & Conditions

Irelax is the exclusive distributor of Ogawa in Australia. In Irelax store, we provide a 5-Year Protection Plan on massage chairs, including 3 Years Mechanical Warranty (Parts & Labor) + 2 Years Extended Labor Coverage, and 2 years warranty on massage sofa. The other portable units are warranted to be free of repair from defects in mechanical and electrical problems for one year from the date of purchase. Free gifts are not covered by Warranty.

Massage Chairs — 5-Year Protection Plan

3 Years Mechanical Warranty (Parts & Labor) + 2 Years Extended Labor Coverage

Our massage chair protection plan provides two consecutive stages of coverage, beginning on the original date of purchase shown on your invoice or receipt.

Years 1–3: Mechanical Warranty — Parts & Labor

During the first three years, Irelax covers the replacement parts and repair labor required to resolve mechanical faults covered by this Warranty.

Approved repairs will be arranged through Irelax or its authorised service personnel. Technician call-out/travel charges depend on your location, as explained below.

Years 4–5: Extended Labor Coverage

When the initial three-year mechanical warranty ends, your massage chair receives an additional two years of repair labor coverage for eligible mechanical faults.

Replacement parts are not included during this extended period. If parts are required, Irelax will provide a quotation for your approval before undertaking chargeable work.

Labor for the covered mechanical repair remains included. Technician call-out/travel charges depend on your location, as explained below.

The 5-Year Protection Plan does not provide five years of parts coverage. It provides three years of parts and labor coverage, followed by two years of labor-only coverage for eligible mechanical repairs.

Massage Chair Service Areas & Call-Out Fees

Your massage chair’s applicable parts and labor coverage continues throughout Australia. Your location determines whether a technician call-out/travel fee applies.

Within a 40km radius of an Irelax showroom

For approved warranty repairs, technician call-out/travel is included if your massage chair is located within a 40km radius of any Irelax showroom in:

• Sydney
• Melbourne
• Brisbane
• Adelaide
• Perth

During years one to three, eligible mechanical repairs include parts and labor at no extra cost.

During years four and five, eligible repair labor remains included, while any replacement parts will be quoted separately.

Outside a 40km radius of an Irelax showroom

If your massage chair is located outside this service radius, anywhere else in Australia, your applicable warranty coverage remains in place. You will be responsible for the technician’s call-out/travel fee.

We will confirm the service arrangements and quote this fee for your approval before booking the visit.

• Years 1–3: For an eligible mechanical repair, parts and repair labor remain covered. The only additional charge for the technician’s on-site visit is the agreed call-out/travel fee.
• Years 4–5: Eligible repair labor remains covered. You will be responsible for the agreed call-out/travel fee and any replacement parts approved by you.

A call-out/travel fee covers the technician’s attendance at your location. It is separate from the labor involved in repairing your chair.

Warranty Validation

In-warranty repair will be carried out subject to warranty validation check by Service Centre Staff.

The customer may be required to submit a valid Warranty Card / Proof of Purchase for warranty validation.

When you require a repair, please call or visit your local store with your invoice and/or product. You are welcome to also email us at info@irelax.com.au. Please provide your invoice, name and product info in an email.

How to Request Service

Email: info@irelax.com.au
Phone: 1800 296 866
Livechat: Online Service

To help us assess your request, please include:

• Your name and contact details.
• Your invoice or proof of purchase.
• Your product name and model.
• The serial number, if available.
• A description of the issue.
• Photos or a short video showing the issue, where practical.
• The address where the product is located.

Our team will review your information, validate the applicable coverage and advise you on the next steps. Where necessary, we may recommend troubleshooting or arrange an assessment.

Any proposed chargeable work, replacement parts or technician call-out/travel fees will be explained and quoted for your approval before proceeding.

Service Arrangements

In-Warranties

• For chairs to be held on your site subject to our service schedule;
• All other In-Warranties require a return to store;
• There could be a 7-10 working day delay for repairs depending location.

For massage chairs, parts and labor coverage follows the applicable stage of the 5-Year Protection Plan. Technician call-out/travel fees follow the 40km service-area arrangements above.

A claim for covered repair labor during years four and five will not be treated as out of warranty solely because the initial three-year parts coverage has ended.

Out-Warranties

• May require a return to base and cost to be advised to client in advance;
• Will be quoted a repair cost which is to be paid on collection of goods;
• Your repair quote is to be accepted before work is undertaken;
• You will be advised on completion of repair;
• Irelax assumes no responsibility whatsoever for the storage and safe-keeping of the product. Failure to collect goods within 30 working days will deem the product unwanted which will result in disposal of goods. Disposal means the goods will be sold to recover costs of repairs. The company reserves the right to act on this without notice.

Service Charges and Repair Conditions

In Warranties May incur a non-refundable $189 + GST service charge if the service does not fit the manufacturer’s warranty. This charge is also applicable for Out Warranties. The minimum service charge is payable irrespective of whether you decline a repair quote. We will update you re: the status of your repair.

This assessment or out-of-warranty service charge is separate from the location-based technician call-out/travel fee described above.

For massage chairs during years four and five, the expiry of parts coverage alone does not make an otherwise covered labor claim an out-of-warranty service. Replacement parts will be quoted separately, and labor covered by the extended labor coverage will not be charged.

The products are accepted for service subject to internal verification. If a product is found to be tempered, misused, components removed, impact damaged or liquid damaged, the repair services of the product will not be covered under warranty. In such case, the customer will be required to pay for the assessment or repair services.

The job sheet should be produced and signed if you are collecting your product from our repair centre. No collection/delivery will be made if the job sheet is lost. In the event of losing the job sheet, the customer needs to provide proof of identity to Service Centre staff for product collection.

Should any of our equipment retain data, including music, pictures, games and other personal information we must advise this may be lost during the repair process. It is highly recommended that you back up any data before leaving your device with us for repair. We are not responsible for the loss of any data or personal information you may suffer as a result of the repair service.

By accepting quotation for repair, the customer agrees to pay for the repair charges after service is complete. Invoices may be passed to debt collection agencies if unpaid for extended periods of time.

All work carried out is covered by 90 days warranty from the date of service. Warranty does not cover additional faults which may occur and which are unrelated to the original fault.

Please refer to our full terms and conditions contained on our website: /https://irelax.com.au/shop/content-page/warranty. which includes further information on costs to repair chair parts out of warranty.

Health Policy/Customer Awareness

Massage products are not medical equipment. If any of the following conditions exist please follow your doctor’s advice or let us know before purchase:

• Patients with moderate to severe osteoporosis.
• Heart disease.
• Wearing of any electronic medical aids.
• Pregnancy and/or any other medical condition that may require your doctor’s consultation before purchase.

Privacy Policy

Your name, address, phone number, email address and any other information you provide to us are held in strict confidence. We collect this information to provide the services you request and to understand the way you use the services in order to improve your experience. We do not sell or share your information with anyone else.

Warranty Policy

Warranty Periods and Special Conditions

Massage Chair Protection Periods

Massage chairs are covered by the 5-Year Protection Plan: 3 Years Mechanical Warranty (Parts & Labor) + 2 Years Extended Labor Coverage.

The first three years cover parts and labor for mechanical faults covered by this Warranty. The fourth and fifth years cover repair labor only for mechanical faults covered by this Warranty.

Replacement parts required during the fourth and fifth years will be quoted separately for customer approval before chargeable work is undertaken. The additional two years of labor coverage do not extend the warranty period for replacement parts or accessories.

Technician call-out/travel charges are governed by the Massage Chair Service Areas & Call-Out Fees section above. These coverage periods and fees do not limit your statutory rights.

Parts (Options) and Accessories Warranty

1. This part of the Warranty identifies Irelax’s preferred approach to resolving warranty claims in relation to parts and accessories.
2. The table below this sub-paragraph identifies the periods under which a claim may be made under this Warranty for replacement of a part or accessory. However, you may also have statutory rights outside of these periods. The parts and accessories are divided into those which are supplied within the box of the Irelax product for which they are to be used (In-Box), and those which are supplied separately from an Irelax product for use with it (Out-Box).

In-Box:

All Irelax parts and accessories purchased together with the Irelax product are covered under this Warranty for the period specified in the table below. Generally Irelax will replace the defective part or accessory which is the subject of the claim during this period.

For massage chairs, replacement parts for covered mechanical faults are included during the initial three-year mechanical warranty. The additional two years of extended labor coverage do not provide additional parts or accessories coverage.

You will only be able to make a claim under this Warranty for lost or missing Irelax parts and accessories if, with your claim, you are able to provide satisfactory evidence that the relevant item was missing from the box or other storage or packaging material originally supplied by Irelax.

Out-Box:

Parts and accessories purchased from Authorised Irelax Resellers and Distributors are generally covered under this Warranty.

Warranty Exclusions

1. This section identifies what is excluded under this Warranty.
2. For the avoidance of any doubt, any and all warranties or conditions which are not guaranteed under the Australia Consumer Guarantees Act (as applicable) and which are not expressly included in this Warranty as additional warranties or conditions are excluded.
3. This Warranty does not extend to loss caused by normal wear and tear, fire, water (liquid spillage or ingression, subject to paragraph D below), theft, vermin or insect infestation.
4. This Warranty does not cover water damage to the Irelax products.
5. This Warranty does not cover damage caused by:

• Misuse or abusive use of the Irelax product, including physical abuse;
• Incorrect operation or not following the operation instructions (as stated in the Product Operation Manual or manufacturer’s instructions provided with the Irelax product);
• Improper installation; incorrect or improper maintenance or failure to maintain the Irelax product;
• Failure to clean or improper cleaning of the product;
• Incorrect voltage or non-authorised electrical connections;
• Adverse external conditions such as power surges and dips, thunderstorm activity, acts of God, acts of terrorism, damage caused by vermin, or any other act or circumstance beyond Irelax’s control;
• Exposure to excessive heat, moisture or dampness;
• Exposure to abnormally corrosive conditions;
• Use of non-authorised/non-standard, defective or incompatible parts;
• Password setting/ resetting and computer virus;
• Repair, modification or other work carried out on the Irelax product other than by Authorised Irelax Service Personnel; and
• Any damage caused by micro sims where the product is not specifically designed to accept them.

1. This Warranty does not cover Irelax products purchased in an auction.
2. If the Irelax product you purchased has been rented or leased or sold to others by you the Warranty is voided.
3. This Warranty does not cover service costs in replacing and maintaining consumable parts which have ceased working through normal wear and tear.
4. To the extent permitted by law, this Warranty does not cover Irelax products which, at the time you consider a claim might be made under this Warranty, do not bear the original manufacturer’s factory-applied serial number in its original form (for instance where it or the sticker bearing it has been removed, wiped out, rubbed off, or altered).
5. This Warranty does not cover the loss of any data howsoever caused. You shall be responsible for backing up and protecting data against loss, damage or destruction. Please note that the repair of goods may result in loss of data.
6. This Warranty does not cover any defects not notified to Irelax within the Warranty Period, however, you may also have statutory rights outside of the Warranty Period.

Warranty Period

The period during which this Warranty is in effect will depend upon the Irelax consumer product to which it relates. In all cases the commencement date for the period is the actual day of purchase, as reflected on the Authorised Reseller’s or Distributor’s invoice / receipt provided to you. The period during which each Irelax consumer product which is the subject of this Warranty is covered by this Warranty is identified in product warranty details.

For massage chairs, the 5-Year Protection Plan consists of three years of mechanical warranty covering parts and labor from the purchase date, followed immediately by two years of extended labor coverage. Parts coverage under the mechanical warranty ends after the third year; covered repair labor continues through the end of the fifth year. This does not detract from your statutory rights.

Warranty Claim

If you consider that the Irelax consumer product which you have purchased is not of acceptable quality, has a latent defect, or is otherwise not compliant with the conditions, warranties, undertakings, and legal rights given to you under Australia Law (for example, it appears faulty, or does not work at all or properly), you can make a claim under this Warranty.

Except where an International Product Warranty has been provided with your Irelax consumer product, warranty service will only be provided in the specific country where the Irelax consumer product was originally purchased. For example, if you have purchased the Irelax product within Australia, warranty service will be limited to Australia only.

If you purchased this product in Australia and wish to make a claim under this Warranty, you should:

1. Email us at info@irelax.com.au. Please provide your invoice, name and product info in an email; or
2. Call or visit your local store with your invoice and/or product;
3. Visit https://irelax.com.au/shop/content-page/warranty.
4. When you make any claim under this Warranty it is essential that you provide a copy of your proof of purchase of the Irelax consumer product, whether in person, by email or by fax. A claim under this Warranty is not formally made unless and until that proof of purchase is provided. This does not detract from your statutory rights.
5. You will not be able to gain the benefit of this Warranty without making a claim.
6. If, following receipt of a claim under this Warranty, Irelax or its agent determine that your claim in respect of an Irelax consumer product is valid (having regard to the terms of each product warranty details), and:
   If the goods can be repaired and the failure to comply with the warranty is not a major failure or a failure of substantial character, Irelax or its agent will either repair the Irelax consumer product or, if authorised by Irelax, pay you for the cost of a repair of the Irelax consumer product, or replace the Irelax consumer product with the same or similar product or refund you the cost of a replacement, in each case depending upon what is reasonable in the circumstances with regard to Irelax’s statutory obligations and at no cost to you, subject to the following distinctions for massage chair coverage.
   For massage chair claims made solely under this voluntary protection plan, technician call-out/travel fees outside the 40km service radius apply as described above. During years four and five, the benefit provided is repair labor for covered mechanical faults; replacement parts are quoted separately for your approval. The extended labor coverage does not itself provide a replacement product or refund. Where a remedy is required under your statutory rights, those rights apply without being restricted by these coverage or fee arrangements.
   Goods presented for repair may be replaced by refurbished goods of the same type with equal or greater functionality rather than being repaired. Refurbished parts may be used to repair the goods.
   The standard Irelax warranty periods are set out by product type in each product warranty details, although each claim is assessed on its own merits and you may have statutory rights outside of the Warranty Period. If Irelax provides you with either a replacement or refund, you immediately transfer ownership in the original Irelax consumer product or part to Irelax. If Irelax repairs the goods, you immediately transfer ownership in any residual parts to Irelax.
   Any such resolution by Irelax of a claim under this Warranty by you does not otherwise detract from any other statutory rights which you might have in the circumstances, including your right to monetary compensation for a valid claim.
7. If, following receipt of a claim under this Warranty, Irelax or its agent determine that your claim in respect of an Irelax consumer product is invalid, Irelax may charge you for any labour, parts or transport costs incurred by Irelax or its agent in assessing your claim.
   For massage chairs during years four and five, a claim for covered repair labor will not be considered invalid solely because replacement parts are no longer covered under the initial three-year mechanical warranty. Being outside the 40km service radius does not, by itself, invalidate your warranty claim.

Warranty Transferability

This Warranty is not transferable to a new owner or for a product leased or rented.

Carry-In and On-Site Repairs

If you wish to make a claim in relation to an Irelax product which you can reasonably transport to the nearest Irelax Store to an authorised repair service centre (as directed when you first make the claim under this Warranty), please bring, or send, that Irelax product to the nearest Irelax Store authorised service centre for assessment, the cost of which will be borne by Irelax if your claim is determined to be valid pursuant to this Warranty.

Such Irelax products do not include those products dealt with in sub-paragraph.

Whenever possible, the product should be returned in its original carton and packing or alternatively in packing suitable to prevent damage to the product. Irelax will not accept responsibility for damage to the product during this transport caused by unsuitable or inadequate packing.

If you make a valid claim under this Warranty in relation to an Irelax massage chair, Irelax or its agent will arrange Authorised Irelax Service Personnel to assess the claim and, where appropriate, repair the product on-site, subject to our service schedule.

For covered mechanical faults during years one to three, parts and repair labor are included. During years four and five, covered repair labor is included and any replacement parts will be quoted separately.

Technician call-out/travel is included within a 40km radius of an Irelax showroom in Sydney, Melbourne, Brisbane, Adelaide or Perth. Outside that radius, the technician call-out/travel fee will be quoted for your approval before the visit. Your statutory rights remain unaffected.

In Warranties May incur a non-refundable $120 + GST service charge if the service does not fit the manufacturer’s warranty. This charge is also applicable for Out Warranties. The minimum service charge is payable irrespective of whether you decline a repair quote.

This assessment or out-of-warranty service charge is separate from the location-based technician call-out/travel fee. The expiry of parts coverage after year three does not, by itself, trigger an out-of-warranty service charge for a covered labor claim.

If the customer’s product is not covered under warranty, Irelax may offer Repaid Services under the customer’s payment or Irelax has the right to reject to repair depends on how old the product is. Price Guides are below and are subject to change without notice.

Price List as Below (excl) GST

In addition, if you believe it is not reasonable for you to bring or send an Irelax product (other than chair) to an Irelax Store or authorised repair service centre, Irelax will liaise with you to determine the best way in which to inspect and, if necessary, repair the product the subject of the claim under this Warranty.

If your massage chair is located outside a 40km radius of an Irelax showroom, Irelax will liaise with you to determine suitable inspection and repair arrangements and advise you of the applicable technician call-out/travel fee before booking.

With any on-site visit, while Irelax will make all efforts to fix the Irelax product on-site, there may be instances when the product must be taken back to an Irelax Store or to an authorised repair service centre for further testing. In these circumstances, you agree to let any designated Authorised Irelax Service Personnel pick up and take the product for further testing, at the cost of Irelax.

The collection and transport of a product for further testing described above is separate from the technician’s call-out/travel fee.

Your Rights Under Australian Consumer Law

The benefits provided by this Warranty are additional to your rights and remedies under Australian Consumer Law. Nothing in this policy excludes, restricts or modifies rights that cannot lawfully be excluded, restricted or modified.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Your statutory rights may continue beyond the stated warranty periods. Where Irelax is required to bear reasonable expenses associated with your claim, contact info@irelax.com.au with your claim details and receipts so we can arrange payment or reimbursement.

Contact Irelax

For warranty enquiries and service requests:

Phone: 1800 296 866
Email: info@irelax.com.au

You can also contact your local Irelax showroom for assistance.