Our Repair Policy

In the event your warranty has expired, and you need a repair for one of our products, Richway & Fuji Bio offers a repair service for anyone who owns one of our products. Please contact us if you need assistance with Biomat repair.

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 (Covered within the first 12 months only)
• Alkal-Life™: Only available as Richway Care program
• Rejuvena™: Only available as Richway Care Program

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.

*NOTE: If an RMA number is not obtained from Richway, your package(s) may be refused and returned to you.

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.

EFFECTIVE 11/5/2021

KING	CUSTOMER RECEIVES	AGE	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	$465	CUSTOMER	NONE
		25-36 MONTHS	$930	CUSTOMER	NONE
RICHWAY CARE	BRAND NEW REPLACEMENT MAT	OVER 3 YEARS	$1,395	NO RETURN	$240
QUEEN	CUSTOMER RECEIVES	AGE	FEE	RETURN TO RICHWAY BY	SHIPPING FEE
REPAIR	REPAIRED PRODUCT	1-2 MONTHS	NONE	RICHWAY	NONE
		3-12 MONTHS	NONE	CUSTOMER	NONE
		13-24 MONTHS	$385	CUSTOMER	NONE
		25-36 MONTHS	$770	CUSTOMER	NONE
RICHWAY CARE	BRAND NEW REPLACEMENT MAT	MORE THAN 3YR	$1,155	NO RETURN	$220
SINGLE	CUSTOMER RECEIVES	AGE	FEE	RETURN TO RICHWAY BY	SHIPPING FEE
REPAIR	REPAIRED PRODUCT	1-2 MONTHS	NONE	RICHWAY	NONE
		3-12 MONTHS	NONE	CUSTOMER	NONE
		13-24 MONTHS	$295	CUSTOMER	NONE
		25-36 MONTHS	$590	CUSTOMER	NONE
RICHWAY CARE	BRAND NEW REPLACEMENT MAT	MORE THAN 3YR	$885	NO RETURN	$160
PROFESSIONAL	CUSTOMER RECEIVES	AGE	FEE	RETURN TO RICHWAY BY	SHIPPING FEE
REPAIR	REPAIRED PRODUCT	1-2 MONTHS	NONE	RICHWAY	NONE
		3-12 MONTHS	NONE	CUSTOMER	NONE
		13-24 MONTHS	$195	CUSTOMER	NONE
		25-36 MONTHS	$390	CUSTOMER	NONE
RICHWAY CARE	BRAND NEW REPLACEMENT MAT	MORE THAN 3YR	$585	NO RETURN	$100
MINI	CUSTOMER RECEIVES	AGE	FEE	RETURN TO RICHWAY BY	SHIPPING FEE
REPAIR	REPAIRED PRODUCT	1-2 MONTHS	NONE	RICHWAY	NONE
		3-12 MONTHS	NONE	CUSTOMER	NONE
		13-24 MONTHS	$78	CUSTOMER	NONE
		25-36 MONTHS	$56	CUSTOMER	NONE
RICHWAY CARE	BRAND NEW REPLACEMENT MAT	MORE THAN 3YR	$234	NO RETURN	$60
BIOBELT	CUSTOMER RECEIVES	AGE	FEE	RETURN TO RICHWAY BY	SHIPPING FEE
REPAIR	REPAIRED PRODUCT	1-2 MONTHS	NONE	RICHWAY	NONE
		3-12 MONTHS	NONE	CUSTOMER	NONE
		13-24 MONTHS	$60	CUSTOMER	NONE
		25-36 MONTHS	$120	CUSTOMER	NONE
RICHWAY CARE	BRAND NEW REPLACEMENT MAT	MORE THAN 3YR	$180	NO RETURN	$40
BIOACOUSTIC SINGLE	CUSTOMER RECEIVES	AGE	FEE	RETURN TO RICHWAY BY	SHIPPING FEE
REPAIR	REPAIRED PRODUCT	1-2 MONTHS	NONE	RICHWAY	NONE
		3-12 MONTHS	NONE	CUSTOMER	NONE
		13-24 MONTHS	$245	CUSTOMER	NONE
		25-36 MONTHS	$490	CUSTOMER	NONE
RICHWAY CARE	BRAND NEW REPLACEMENT MAT	MORE THAN 3YR	$735	NO RETURN	$100
BIOACOUSTIC PROFESSIONAL	CUSTOMER RECEIVES	AGE	FEE	RETURN TO RICHWAY BY	SHIPPING FEE
REPAIR	REPAIRED PRODUCT	1-2 MONTHS	NONE	RICHWAY	NONE
		3-12 MONTHS	NONE	CUSTOMER	NONE
		13-24 MONTHS	$185	CUSTOMER	NONE
		25-36 MONTHS	$370	CUSTOMER	NONE
RICHWAY CARE	BRAND NEW REPLACEMENT MAT	MORE THAN 3YR	$555	NO RETURN	$60
REJUVENA	CUSTOMER RECEIVES	AGE	FEE	RETURN TO RICHWAY BY	SHIPPING FEE
RICHWAY CARE	BRAND NEW REPLACEMENT UNIT	MORE THAN 3 YEARS	$126	NO RETURN	$30
ALKAL-LIFE 7000SL	CUSTOMER RECEIVES	AGE	FEE	RETURN TO RICHWAY BY	SHIPPING FEE
RICHWAY CARE	BRAND NEW REPLACEMENT UNIT	MORE THAN 3 YEARS	$750	NO RETURN	$60
**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)