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Richway Biomat Repair Policy

Biomat Resources

How long does the repair service last?

Repair service is available for each product’s serviceable life. If we determine that a product is
not repairable due to unavailability of functional parts or the serviceable life of the product has
expired, we will not be able to service your product. Richway Care program is an option.

What is covered by the repair service?

The repair service grants the owner a rate for which out-of-warranty products are repaired. This
is subject to the serviceable life of the product and parts availability. See below for a list of parts
and products covered.

Parts covered:

Biomat® / Biobelt™: Electronic components, heating element, top cover replacement,
pillow (stone) wrap replacement and *carry case
Alkal-Life™: Only available as Richway Care program
Rejuvena™: Only available as Richway Care Program
* Covered within the first year (12 months) only

What is NOT covered by the repair service?

The repair service does not cover any product which is damaged or malfunctioning due to
causes beyond our control including, but not limited to, repairs necessitated by operator or
owner negligence such as the failure to maintain the product according to the owner’s manual
instructions, improper installation, accidental damage, damage from abuse, misuse, mold,
mildew, bodily fluids and other liquid contact, rust or corrosion, and acts of nature.
**Any online purchases through online site, such as Amazon, Ebay, Auction and other
online sites would only be eligible for Richway Care option. Repair and trade in option will
not be applied for these purchases.

How to get service:

To obtain service, contact your local Customer Service Center and provide the purchaser’s
name, Richway Invoice (RI) number, and a detailed description of the problem you are
experiencing. *A representative will provide you with a return merchandise authorization (RMA)
number. This number is required and must be legibly written/printed in a visible area on the
outside of the package. Ship your product postage paid, include a copy of the original sales
slip, credit card receipt or other proof of the date of the original retail purchase. The customer is
responsible for shipping costs to send the product to Richway for repair or replacement.
Richway will cover the shipping costs to return the product back to the customer.

How to send product in for repair:

1. Pack items securely. Do not send the Biomat® in 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.
2. 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 that
are shipped without an RMA number written outside of the package. These packages
may be refused and returned to sender.
3. The package(s) must have a tracking number. UPS or FedEx shipments can be tracked.
If sending via the US Postal Service (USPS) requesting delivery confirmation will enable
tracking of your item. If sending via USPS, you may insure your item at your discretion,
but the insurance 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.
4. Ship the item postage paid to:
Richway & Fuji Bio Inc.
1314 S. King St., Suite 520
Honolulu, Hawaii 96814
Tel: 808-589-2800
Toll-Free: 1-855-338-6410 (U.S.A, Canada, Guam, Saipan)
Fax: 808-597-1651
R&L Co., Ltd.
11F, Ace Gwangmyeong Tower B, 108 Haan-Ro
Gwangmyeong-Si, Gyenggi-Do, Korea 14319
Tel: 02-6112-7711
Fax: 02-6112-7749

How to send in payment for repair:

1. Upon repair request, Richway will charge the repair service fee and return
address confirmation from the customer.
2. If you would like to pay by check, you may enclose a check payable to Richway & Fuji
Bio Inc. with your repair. The check should be enclosed securely in an envelope and
taped to the item. Please write the provided RMA number on the check for reference.

Repair time: Approximately 6-8 weeks from date of receipt.

RICHWAY PRODUCT REPAIR & CARE PROGRAM TERMS & CONDITIONS

KING CUSTOMER RECEIVES  FEE RETURN TO RICHWAY BY SHIPPING FEE
REPAIR REPAIRD PRODUCT 1-2  MONTHS NONE RICHWAY NONE
2-12 MONTHS NONE CUSTOMER NONE
13-24 MONTHS $420 CUSTOMER NONE
25-36 MONTHS $840 CUSTOMER NONE
RICHWAY CARE BRAND NEW REPLACEMENT MAT OVER   3 YEARS  $1,260 NO RETURN $160
QUEEN  FEE RETURN TO RICHWAY BY SHIPPING FEE
REPAIR REPAIRD PRODUCT 1-2  MONTHS $0 RICHWAY NONE
2-12 MONTHS $0 CUSTOMER NONE
13-24 MONTHS $350 CUSTOMER NONE
25-36 MONTHS $700 CUSTOMER NONE
RICHWAY CARE BRAND NEW REPLACEMENT MAT OVER   3 YEARS  $1,050 NO RETURN $130
SINGLE CUSTOMER RECEIVES  FEE RETURN TO RICHWAY BY SHIPPING FEE
REPAIR REPAIRD PRODUCT 1-2  MONTHS NONE RICHWAY NONE
2-12 MONTHS NONE CUSTOMER NONE
13-24 MONTHS $270 CUSTOMER NONE
25-36 MONTHS $540 CUSTOMER NONE
RICHWAY CARE BRAND NEW REPLACEMENT MAT OVER   3 YEARS  $810 NO RETURN $100
PROFESSIONAL CUSTOMER RECEIVES    FEE RETURN TO RICHWAY BY SHIPPING FEE
REPAIR REPAIRD PRODUCT 1-2  MONTHS NONE RICHWAY NONE
2-12 MONTHS NONE CUSTOMER NONE
13-24 MONTHS $175 CUSTOMER NONE
25-36 MONTHS $350 CUSTOMER NONE
RICHWAY CARE BRAND NEW REPLACEMENT MAT OVER   3 YEARS  $525 NO RETURN $60
MINI CUSTOMER RECEIVES    FEE RETURN TO RICHWAY BY SHIPPING FEE
REPAIR REPAIRD PRODUCT 1-2  MONTHS NONE RICHWAY NONE
2-12 MONTHS NONE CUSTOMER NONE
13-24 MONTHS $70 CUSTOMER NONE
25-36 MONTHS $140 CUSTOMER NONE
RICHWAY CARE BRAND NEW REPLACEMENT MAT OVER   3 YEARS  $210 NO RETURN $40
BELT CUSTOMER RECEIVES    FEE RETURN TO RICHWAY BY SHIPPING FEE
REPAIR REPAIRD PRODUCT 1-2  MONTHS NONE RICHWAY NONE
2-12 MONTHS NONE CUSTOMER NONE
13-24 MONTHS $55 CUSTOMER NONE
25-36 MONTHS $110 CUSTOMER NONE
RICHWAY CARE BRAND NEW REPLACEMENT MAT OVER   3 YEARS  $165 NO RETURN $30
ACOUSTIC SINGLE CUSTOMER RECEIVES    FEE RETURN TO RICHWAY BY SHIPPING FEE
REPAIR REPAIRD PRODUCT 1-2  MONTHS NONE RICHWAY NONE
2-12 MONTHS NONE CUSTOMER NONE
13-24 MONTHS $220 CUSTOMER NONE
25-36 MONTHS $440 CUSTOMER NONE
RICHWAY CARE BRAND NEW REPLACEMENT MAT OVER   3 YEARS  $660 NO RETURN $100
ACOUSTIC PRO CUSTOMER RECEIVES    FEE RETURN TO RICHWAY BY SHIPPING FEE
REPAIR REPAIRD PRODUCT 1-2  MONTHS NONE RICHWAY NONE
2-12 MONTHS NONE CUSTOMER NONE
13-24 MONTHS $165 CUSTOMER NONE
25-36 MONTHS $330 CUSTOMER NONE
RICHWAY CARE BRAND NEW REPLACEMENT MAT OVER   3 YEARS  $495 NO RETURN $60
REJUVENA    FEE RETURN TO RICHWAY BY SHIPPING FEE
RICHWAY CARE BRAND NEW REPLACEMENTUNIT MORE THAN 3 YEAR $126 NO RETURN $30
ALKAL-LIFE 7000SL CUSTOMER RECEIVES    FEE RETURN TO RICHWAY BY SHIPPING FEE
RICHWAY CARE BRAND NEW REPLACEMENTUNIT MORE THAN 3 YEAR $750 NO RETURN $40

**CONTROLLER (FREE REPAIR UNDER WARRANTY
OUT OF WARRANTY – FREE REAPIR IF IT IS REPAIRABLE WHEN THE CUSTOMER SENDS IN THE CONTROLLER TO RICHWAY,
HOWEVER IF IT IS NOT REPAIRABLE, 50% OF THE CURRENT CONTROLLER PRICE FOR A REPLACEMENT WHEN CUSTOMERS SEND IN THE CONTROLLERS TO RICHWAY )
NOTE: RICHWAY CARE PROGRAM PRODUCTS ARE A BRAN NEW REPLACEMENT MAT/UNIT TO THE CUSTOMER
***NOTE: ALL THE BIOMAT ACCESSORIES OR OTHER RELATED PRODUCTS ARE NOT ELIGIBLE FOR REPAIR.
****REPAIR MAY VARY (USA, OR SERVICE CENTER IN KOREA BASED ON THE CUSTOMER’S LOCATION OR SERVICE REQUET)

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