Biomat Return PolicyBiomat Resources
Biomat return policy
If your return request is completed within seven days you will receive a full 100% refund. This provides you with a risk-free trial period. Shipping costs will not be reimbursed. There is a graduated refund schedule after seven days. The return request time-line begins after the day of delivery not the day of order. Return shipping costs are the responsibility of the customer.
The schedule is as follows:
Days from delivery
Percentage of refund
|0-7 days||100% refund (shipping costs not included in refund)|
|8-14 days||70% refund (shipping costs not included in refund)|
|15-30 days||50% refund (shipping costs not included in refund)|
|31+ days||No refund|
How to complete your refund request
You will need to contact Richway directly at 1-855-338-6410 or 808- 589-2800. You can also email [email protected]. You can contact the Biomat Shop for assistance but please make sure you send an email to Richway RMA as soon as you decide you want to proceed with a return. Richway will provide you with a return merchandise authorization (RMA) number. If Richway is not available by phone please make sure you email them immediately so they have a record of the day of the refund request.
You will require your Richway Invoice (RI) number to request the RMA. You will have received your RI email by email and with your product. If you have lost it, please email us at [email protected] or call us at 1-855-324-6628 and we will provide it for you. We cannot provide RI numbers for customers who did not purchase from our store. Please contact the Richway sales associate you ordered it from.
How to return the product after acquiring your RMA number
You are responsible for all shipping costs to return your Biomat or Richway product to Richway. Richway must receive the item within two weeks from when they issued the RMA so please ship the item quickly and with the proper shipping speed to ensure it arrives within two weeks. Do not send products without an RMA. Richway will refuse the delivery and it will be returned to you or discarded by your shipper.
How to ship the product back to Richway
Shipping materials – How do I ship the Biomat back to Richway?
Please use the shipping materials that the Biomat was shipped in. You will need to ship the Biomat in the original shipping box or Richway will refuse the item. You do not need to ship the cotton pad back to Richway.
Return information, RMA and contact information
Write the RMA number on the outside front of shipping box and include your return address and contact information including email, phone number and order information in the box. If you do not write the RMA number on the box, your package may be refused and returned to sender.
Tracking numbers – Does Richway require a tracking number?
All shipments are required to have a tracking number. Carriers like UPS and FEDEX offer tracking. The US Postal Service (USPS) offers tracking for items when you request delivery confirmation. Insurance receipts are not considered tracking information.
Insurance – Do I need insurance on my return?
We recommend you order insurance with your products because the product is your responsibility until it is signed for and accepted at Richway’s facilities. You are responsible for tracking and making sure the product reaches Richway within two weeks. If the product does not arrive in time, Richway will not issue a refund and you will need to claim your insurance with your carrier. Keep your tracking and insurance information for your reference and records.
Refund time-frame – How long does it take to get my Biomat refund?
Richway will provide a refund after they have accepted and reviewed the products. The refund will be provided to your original credit card that you used for the purchase. The refund will appear on your credit card 5-10 business days after Richway has issued your refund. Please contact your credit card provider if there are any issues. If you paid by check you will receive a check from Richway in the mail.
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