Richway International provides repair service for our products. In order to better serve you, a Return Material Authorization (RMA) number is required. You may obtain this number by calling our customer service center at (808)589-2800 or by sending an e-mail to customerservice (AT) richwayusa.com detailing the problem you are experiencing, or you may contact us to help you. You will also need your “RI number” from your original order. Contact us if you do not have your RI number. The following information provides details of our repair service:
- Up to two months from the date of delivery, the manufacturer (Richway International) will pick up the product, repair it and send it back to the customer at no charge.
- Two months to one year from the date of delivery, the customer is responsible for shipping the product back to Richway and for the repair fee which is 100% free. Richway International will cover the cost of shipping the product back to the customer.
- One year and on from the date of delivery, the customer is responsible for shipping the product back to Richway and for the repair fee which is detailed below. Richway International will cover the cost of shipping the product back to the customer.
- Richway International offers Life Time Trade In for 30% off the value of your original purchase. You can trade in for the same product plus shipping or if the product(s) you are trading is for is of lesser value, it s 30% of the cost of the lesser value item plus shipping.
- Only the original buyer of the product can call to get the warranty service.
Sending Product in for Repair:
- Pack items securely. Do not send the Bio-Mat with the suitcase/carry bag. If stones are leaking from the Biomat® for any reason, tape the delivery box well at all openings to prevent stones from leaking out of the package while in transit.
- IMPORTANT: Write the RMA number on the outside of the package and enclose return name, address and phone number. Richway will not be responsible for packages without an RMA number written on the outside of the package. These packages may be refused and returned to sender.
- Richway will provide you via email or mail an RMA Form. Make a copy and enclose one form inside the package and keep one form for your reference.
- The package(s) must have a tracking number. UPS or Fedex numbers can be tracked. If sending via the US Post Office, requesting delivery confirmation will enable tracking of your item. If sending via the US Post Office, you may insure your item, but the isurance receipt cannot be used for tracking. The shipment is considered the customer’s property and responsibility until it is received by Richway. The customer is responsible for monitoring and ensuring their shipment is received by Richway. Please keep your tracking number on record to monitor your shipment.
- If only the mat is the problem, it is not necessary to send the controller and the carrying bag. Likewise, if this is a controller problem, send only the controller.
- Richway will advise the appropriate shipping address: Richway International, 1314 South King Street, Suite 520, Honolulu, HI 96814 -or- Arkman logistics, 2200 Estes Ave, Elk Grove Village, IL 60007
- If you do not have a box, please wrap securely with brown paper and proper labeling.
- In the United States, using the United States Postal system is very inexpensive and there is also the option of booking your parcel online.
- Go to www.usps.com – click on tab “calculate postage”
- The US Postal system provides extra services such as tracking capabilities, delivery confirmation, insurance, and even carrier pick up for large packages.
Return of Product:
- Upon completion of the repair, Richway will get in contact with the customer for payment information and return address confirmation.
- If you would like to pay by check, you may send a check payable to Richway & Fuji Bio Inc. to Richway & Fuji Bio Inc. 1314 South King Street, Suite 520, Honolulu, HI 96814.
- Estimated repair time is 6-8 weeks from date of receipt.
1314 South King Street, Suite 520
Honolulu, HI 96814
|3-YEAR LIMITED WARRANTY||POST WARRANTY|
|PRODUCT||Within 60 Days||2 Months to 1 Year||12-24 Months||24-36 Months||After 36 months (Top/Crystals)|
|SEND BY CUSTOMER
|MINI MAT||$40.00||$40.00||$120.00 ($200)|
|BIO-MAT PROFESSIONAL||$60.00||$60.00||$180.00 ($300)|
|BIO-MAT SINGLE||$100.00||$100.00||$180.00 ($400)|
|BIO-MAT QUEEN||$130.00||$130.00||$240.00 ($600)|
|BIO-MAT KING||$160.00||$160.00||$300.00 ($800)|
|QUANTUM ENERGY PAD PROFESSIONAL||$30.00||$30.00||$90.00|
|QUANTUM ENERGY PAD SINGLE||$30.00||$30.00||$90.00|
|QUANTUM ENERGY PAD QUEEN||$40.00||$40.00||$120.00|
|QUANTUM ENERGY PAD KING||$50.00||$50.00||$150.00|
|QUEEN ORGONE BIOMAT||$130.00||$130.00||$240.00|
|KING ORGONE BIOMAT||$160.00||$160.00||$300.00|
|QUEEN ORGONE MICROFIBER COVER||$50.00||$50.00|
|KING ORGONE MICROFIBER COVER||$60.00||$60.00|
If you have any questions, please feel free to call Richway at (808)589-2800 or e-mail them at customerservice (AT) richwayusa.com, or contact us.
For items requesting service within the return period: If warranty holder utilizes free pick up under Repair Service Policy and request is changed to a return for refund, and Richway determines there is no issue with the product, then the shipping charges that were incurred from UPS to return the item will be deducted from the refund total.
DAMAGED, DEFECTIVE, INCORRECT, OR MISSING ITEMS
If your order is missing any parts/accessories or is damaged upon receipt, please keep the original packaging and notify us immediately, so a claim can be made to our shipping carrier. If your order is incorrect, damaged, or missing items/components, you must notify us within 7 business days from the date of initial receipt. Please have your RI number and/or tracking number ready upon claim request.
Richway & Fuji Bio Inc. reserves the right to change any of the terms and conditions contained in this Repair Service Policy, at any time and in its sole discretion. Any changes will be effective immediately upon posting of the revisions on the Site. You are responsible for reviewing the notice and any applicable changes. Changes may be posted without notice to you.