Warranty Policy

This Warranty Policy explains the warranty coverage, service process, exclusions, and customer responsibilities for ZION Massage Chairs, Recliners, Saunas, and Cold Plunges.

This policy applies only to products purchased directly from ZION Philippines, its official website, authorized showrooms, official sales representatives, or authorized selling channels.

1. Warranty Coverage Summary

2. Meaning of Lifetime Service Warranty

The Lifetime Service Warranty refers to technical labor support provided by ZION-authorized technicians for eligible warranty concerns.

This means ZION may provide inspection, diagnosis, and repair labor support for the lifetime of the product, subject to this Warranty Policy.

The Lifetime Service Warranty does not automatically include free replacement parts, accessories, transport charges, relocation, pull-out charges, delivery charges, consumables, or damage caused by misuse, mishandling, unauthorized repair, or external factors.

After the parts warranty period has expired, the customer may be required to pay for replacement parts, accessories, consumables, transport, or other applicable costs.

3. Parts and Mechanism Warranty

The Parts and Mechanism Warranty covers manufacturing defects and workmanship defects affecting covered parts or mechanisms under normal use and proper maintenance.

Coverage shall be based on the product category:

1. Massage Chairs: one (1) year from the date of purchase or delivery, whichever is applicable;
2. Recliners: six (6) months from the date of purchase or delivery, whichever is applicable;
3. Saunas: one (1) year from the date of purchase or delivery, whichever is applicable; and
4. Cold Plunges: one (1) year from the date of purchase or delivery, whichever is applicable.

All parts are subject to inspection, verification, and evaluation by ZION or its authorized service team.

4. What the Warranty Covers

This warranty covers defects caused by manufacturing or workmanship issues under normal use, proper installation, and proper maintenance.

Covered concerns may include:

1. covered mechanism defects;
2. covered electrical or operational malfunction;
3. covered part failure under normal use;
4. covered workmanship defects; and
5. other concerns confirmed by ZION’s authorized service team to be covered by warranty.

ZION reserves the right to determine whether a concern is covered under warranty after proper inspection and evaluation.

5. Warranty Service Process

For repair, warranty, or service concerns, the customer must contact ZION through its official hotlines, website, social media page, showroom, or service support channels.

The customer may be asked to provide:

1. customer name;
2. contact number;
3. complete service address;
4. product model;
5. serial number, if available;
6. sales invoice, official receipt, warranty card, or proof of purchase;
7. photos or videos of the concern; and
8. a short description of the issue.

Once the concern is received, ZION will assess the request and schedule service based on technician availability, customer location, product type, parts availability, and the nature of the issue.

6. On-Site Repair and Service Center Pull-Out

ZION will first conduct an on-site assessment or repair at the customer’s location, whenever service is available in the customer’s area and the concern can reasonably be handled on-site.

If the product cannot be repaired during the on-site visit, ZION may pull out the product and bring it to the ZION Service Center for further inspection, repair, testing, or parts replacement.

The final repair process shall depend on the product condition, location, parts availability, technician assessment, and service requirements.

For locations outside regular serviceable areas, remote locations, special access locations, or cases requiring special transport, ZION may coordinate the appropriate service arrangement with the customer. Additional charges may apply when allowed under this policy.

7. Repair, Replacement, or Refund

If a product has a confirmed warranty-covered defect, ZION may provide one or more of the following remedies, depending on the assessment:

1. repair of the product;
2. replacement of defective covered parts;
3. replacement with new or refurbished components;
4. replacement of the product when necessary and appropriate; or
5. refund when required by applicable law or when repair or replacement is not reasonably available.

ZION reserves the right to repair or replace defective parts with new, equivalent, or refurbished components that meet ZION’s service standards.

Replacement of the full unit shall be subject to evaluation, product condition, warranty coverage, model availability, and applicable law.

8. Customer Responsibilities

To keep the warranty valid, the customer must:

1. use the product only for its intended purpose;
2. follow the product manual, safety instructions, and care guidelines;
3. keep the product in a suitable and safe environment;
4. avoid tampering, unauthorized repair, improper handling, or modification;
5. keep the sales invoice, official receipt, warranty card, and proof of purchase;
6. report concerns through official ZION channels; and
7. allow ZION-authorized personnel to inspect and assess the product.

Lost warranty cards, altered warranty documents, or missing proof of purchase may delay or affect warranty processing.

9. Out-of-Warranty Services

A repair or service request may be considered out of warranty if any of the following applies:

1. the warranty period for parts, service, or mechanism has expired;
2. the unit has been tampered with, altered, modified, or repaired by unauthorized technicians;
3. damage resulted from misuse, mishandling, neglect, improper use, improper installation, or abuse;
4. damage resulted from accidents, spills, stains, scratches, dents, corrosion, rust, wear and tear, or cosmetic deterioration;
5. damage affected external materials such as fabric, artificial leather, upholstery, casing, coating, or finish;
6. accessories were lost or damaged, including but not limited to remote control, adapter, charger, battery, cable, plug, or detachable parts;
7. defects resulted from pest infestation, fire, flood, lightning, typhoon, earthquake, natural disaster, pollution, abnormal voltage, power surge, generator use, or other external causes;
8. the sales invoice, official receipt, warranty card, or proof of purchase cannot be presented or verified;
9. warranty details are unclear, incomplete, altered, or tampered with;
10. the unit has been relocated, transferred, moved, or reinstalled improperly;
11. the unit has been used outside the Philippines; or
12. the issue is not confirmed by ZION to be a manufacturing or workmanship defect.

Out-of-warranty repairs may still be accepted by ZION, subject to assessment, parts availability, technician availability, service fees, parts costs, transport costs, and other applicable charges.

10. Transport, Pull-Out, and Service Charges

For warranty-covered concerns within ZION’s regular serviceable areas, ZION may conduct on-site service or arrange pull-out when needed.

However, additional charges may apply in cases such as:

1. locations outside regular serviceable areas;
2. remote or difficult-to-access locations;
3. customer-requested relocation, transfer, or reinstalling of the unit;
4. failed service visit due to customer unavailability;
5. out-of-warranty concerns;
6. customer-caused damage;
7. no defect found after inspection;
8. special handling or special transport requirements; or
9. other services not covered by this Warranty Policy.

Relocation, delivery transfer, or on-site movement of units by ZION technicians is not included in the standard warranty coverage unless expressly approved by ZION in writing.

11. Service Center Claiming Period

If a unit is brought to or pulled out for service at the ZION Service Center, the customer shall be notified once the unit is ready for release.

Serviced units must be claimed or received by the customer within six (6) months from the date of notice.

If the customer fails to claim or accept the serviced unit within the said period, ZION reserves the right to apply storage charges, dispose of the unit, or take other appropriate action, subject to applicable law and prior notice where required.

12. Warranty Documents

The customer must keep the following documents for warranty claims:

1. sales invoice or official receipt;
2. warranty card;
3. order confirmation, if applicable;
4. product serial number, if available; and
5. other proof of purchase accepted by ZION.

Missing or incomplete documents may delay warranty processing. If documents are missing, ZION may require additional verification. Administrative or verification fees may apply, subject to ZION’s assessment.

13. Warranty Validity

This warranty is valid only for the original purchaser and is non-transferable, unless otherwise approved by ZION in writing.

This warranty applies only to products purchased and used within the Philippines.

ZION reserves the right to deny warranty claims for products purchased from unauthorized sellers, resellers, marketplaces, or individuals not recognized by ZION as official selling channels.

14. Limitation of Warranty

This warranty does not cover indirect, incidental, special, punitive, or consequential damages, including loss of income, loss of business, loss of use, inconvenience, or other similar losses arising from product downtime, repair, delivery delay, or service delay.

ZION’s liability shall be limited to repair, replacement, or refund of the covered product or affected covered part, as determined by ZION and as required by applicable law.

Nothing in this Warranty Policy shall be interpreted as limiting any mandatory rights or remedies available to consumers under applicable Philippine law.

15. Contact for Warranty and Repair

For warranty claims, repair requests, or service concerns, please contact ZION Service Hotlines through our Contact Us page.