Richway Biomat Repair Policy

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Biomat Amethyst Pillow

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 REPAIRED 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  $1,395 NO RETURN $240 USA / $280 CANADA
QUEEN  FEE RETURN TO RICHWAY BY SHIPPING FEE
REPAIR REPAIRED 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  $1,155 NO RETURN $220 USA / $260 CANADA
SINGLE CUSTOMER RECEIVES  FEE RETURN TO RICHWAY BY SHIPPING FEE
REPAIR REPAIRED 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  $885 NO RETURN $160 USA / $200 CANADA
PROFESSIONAL CUSTOMER RECEIVES    FEE RETURN TO RICHWAY BY SHIPPING FEE
REPAIR REPAIRED 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  $585 NO RETURN $100 USA / $140 CANADA
MINI CUSTOMER RECEIVES    FEE RETURN TO RICHWAY BY SHIPPING FEE
REPAIR REPAIRED 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  $234 NO RETURN $60 USA / $80 CANADA
BELT CUSTOMER RECEIVES    FEE RETURN TO RICHWAY BY SHIPPING FEE
REPAIR REPAIRED 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  $180 NO RETURN $40 USA / $60 CANADA
ACOUSTIC SINGLE CUSTOMER RECEIVES    FEE RETURN TO RICHWAY BY SHIPPING FEE
REPAIR REPAIRED 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  $735 NO RETURN $120 USA / $220 CANADA
ACOUSTIC PRO CUSTOMER RECEIVES    FEE RETURN TO RICHWAY BY SHIPPING FEE
REPAIR REPAIRED 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  $555 NO RETURN $100 USA / $140 CANADA
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 $60 USA / $80 CANADA

**Controller (free repair under warranty 
out of warranty – free repair 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 brand new replacement mat/units 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 request)