Lifetime Care Program and Warranty
In the event that your Biomat® or Alkal-Life™ has stopped working, Richway & Fuji Bio offers a Lifetime Care Program for Richway Customers to quickly get a new replacement.
How to get the service:
To qualify for the Lifetime Care Program, you will needed to have purchased a Biomat®, Alkal- Life™, BioAcoustic Mat, Amethyst Pillow, Quantum Energy Pad®, or BioAmethyst Cushion™, from an official Richway distributor, and if your product is defective or not properly working after the first year.
If you have your Biomat® replaced by the Lifetime Care Program, you will only have the Mat replaced, and will not receive a new controller, cotton pad, or carrying case. To move forward with the Lifetime Care Program service, please contact us. We will get you in touch with the manufacturer.
If your Biomat® or Alkal-Life™ is defective within the first year, you will be eligible for a free replacement. You will need to send the defective item back to move forward with a replacement.
How to replace your item within the first year with warranty:
- If you are replacing an item within the first year, you will need to return the defective item. To move forward with a replacement, please contact us at rma@richwayusa.com to receive an RMA#.
- Once you have received an RMA #, please pack item securely, legibly write the RMA# in a visible area, on the outside of the package, along with your name, address, and phone number, and ship the defective product back to:
Richway & Fuji Bio Inc
1314 South King St, Suite 520
Honolulu, Hawaii 96814 - Richway will not be responsible for packages that are shipped without an RMA# written on the outside of the package. These packages may be refused and sent back to sender. 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.
- Once we have received your defective product, we will begin sending you your replacement item. You will receive tracking information on your replacement sent to your email.
Payment for Service:
- Please refer to the table below for additional information on service fees on shipping charges.
- If you would like to pay by check, you may send a check payable to Richway & Fuji Bio Inc (address above). The check should be enclosed securely in an envelope. Please write the provided RMA number on the check for reference.
Service time:
Approximately 14 business days after Lifetime Care Program form and payment has been processed.
What is NOT covered by the Lifetime Care program and Warranty service?
The 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.
**Customers will need a purchase history of the damaged item to qualify for any repair, warranty, or replacement services. Any online purchases through unofficial channels or distributors will not be eligible for any repairs or replacement.
| SERVICE PRODUCTS | Terms | Service Charge | Return Shipping Fee | Shipping & Handling | |
|---|---|---|---|---|---|
|
BIOMAT® / BIO-BELT®/ BIOACOUSTIC / ALKAL-LIFE 7000SL™ (NO ACCESSORIES) |
Within First Year | 1-2 Months | None | No Charge | None |
| 3-12 Months | None | Customer | None | ||
| Lifetime Care Program - Replacement | 13-24 Months | 10% of Current Retail Price | No Return *Customer does not need to return mat; dispose of mat | Refer to Shipping Fee Chart | |
| 25-36 Months | 20% of Current Retail Price | ||||
| After 3 Yrs | 30% of Current Retail Price |
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.
** CONTROLLER PRICE BASED ON THE RICHWAY PRICE LIST
*** BIOMAT® ACCESSORIES – COTTON PAD, QUANTUM ENERGY PADS, AND ASSEMBLY PARTS. OTHER RELATED PRODUCTS – CUSHIONS, PILLOWS, GERMANIUM PADS, AND ALL HEALTH PRODUCTS
**** International requests: please be aware of customs duties, VAT and taxes of return destinations. Richway is not responsible for these fees or is not liable to provide details and information on these fees.
| PRODUCT NAME | SHIPPING & HANDLING FEE | |
|---|---|---|
| USA | CANADA | |
| BIOMAT KING | $240 | $280 |
| BIOMAT QUEEN | $220 | $240 |
| BIOMAT SINGLE | $160 | $200 |
| BIOMAT PROFESSIONAL | $100 | $140 |
| BIOMAT MINI | $60 | $80 |
| BIO-BELT | $40 | $60 |
| PILLOW | $40 | $60 |
| CUSHION | $40 | $60 |
| BIO ACOUSTIC SINGLE | $120 | $220 |
| BIO ACOUSTIC PROFESSIONAL | $100 | $140 |
| QUANTUM ENERGY PAD - KING | $80 | $120 |
| QUANTUM ENERGY PAD - QUEEN | $80 | $120 |
| QUANTUM ENERGY PAD - SINGLE | $60 | $80 |
| QUANTUM ENERGY PAD - PROFESSIONAL | $60 | $80 |
| GERMANIUM PAD - KING | $40 | $60 |
| GERMANIUM PAD - QUEEN | $40 | $60 |
| GERMANIUM PAD - SINGLE | $40 | $60 |
| GERMANIUM PAD - PROFESSIONAL | $30 | $40 |
| GERMANIUM PAD – MINI | $20 | $30 |
| COTTON PAD - KING | $40 | $60 |
| COTTON PAD - QUEEN | $40 | $60 |
| COTTON PAD - SINGLE | $30 | $40 |
| COTTON PAD - PROFESSIONAL | $30 | $40 |
| COTTON PAD – MINI | $20 | $30 |
| COTTON PAD - PILLOW | $20 | $30 |
| COTTON PAD- - BELT | $20 | $30 |
| ALKAL-LIFE 7000SL WATER IONIZER | $60 | $80 |
| AROMA STAND | $60 | $80 |