What do I do if the bio-mat or the controller stops working and needs repair?
When the alarm light or 158'F light flashes on the controller, this may indicate that the connection going into the Bio-mat is not pushed in all the way or secure. Disconnect the Bio-mat from the power source, and from the controller to the bio-mat. Reconnect the connector into the Bio-mat from the controller, make sure the connection is flush, there shouldn't be any gap where the two plastic caps meet. It may be difficult to push in. Reconnect the power, a power strip is recommended, and test the mat. If you are still experiencing issues, please call our customer service center at 1-855-338-6410.
Richway Fuji Bio Inc. International, Inc. 100% warranty term is 1 year.
If your product requires service, call the Richway Fuji Bio Inc. Repair Dept. toll free at 855-338-6410.
To obtain service under this warranty, you must call prior to submitting your product to obtain a return merchandise authorization (RMA) number. Returns must be received by our office within two (2) weeks from the date the RMA was given. This number is required and must be placed in a visible area on the front of the package.
When inquiring about a repair, please provide a detailed description of the problem you are experiencing and provide your RI NUMBER for your purchase. The RI number is the Richway & Fuji Bio Inc. invoice number for your purchase which is obtained at the time you place the order. The following information provides some details of our repair service.
How to send product in for repair:
- Up to 2 months from the date of delivery, Richway & Fuji Bio Inc. will pick up the product, repair it and send it back to the customer at no charge.
- Two months to one year from the date of delivery, the customer is responsible for shipping the product back to Richway & Fuji Bio Inc. and the repair fee is 100% free. Richway & Fuji Bio Inc. International will cover the cost of shipping the product back to the customer.
- One year to 3 years from the date of delivery, the customer is responsible for shipping the product back to Richway & Fuji Bio Inc. and for the repair fee which is detailed below. Richway & Fuji Bio Inc. International will cover the cost of shipping the product back to the customer.
- Richway & Fuji Bio Inc. International offers Life Time Trade In for 30% off the value of your original purchase. You can trade in for the same product plus shipping or if the products you are trading in for is of lesser value, it is 30% of the cost of the lesser value item plus shipping.
- Only the original buyer of the product can call to get the warranty service.
How to send in payment for repair:
- Pack items securely. Do not send the Biomat in the suitcase/carry bag.
- Write the RMA number on the outside of the package and enclose return name, address and phone number.
- Item must have a tracking number. UPS or FedX numbers can be tracked. If sending via the U.S. Post Office, requesting delivery confirmation will enable tracking of your item. If sending via the U.S. Post Office, you may insure your item, but the insurance receipt cannot be used for tracking.
- Ship to: Richway Fuji Bio Inc. International, 1314 South King Street, Suite 520, Honolulu, HI 96814
- Upon completion of the repair, Richway Fuji Bio Inc. will get in contact with the customer for payment information and return address confirmation.
- If you would like to pay by check, you may enclose a check payable to Richway Fuji Bio Inc. & Fuji Bio Inc. with your repair.
Estimated 3 weeks from date of receipt.
Fees for repair:
If you have a problem within the 2nd or 3rd year of your ownership of the product, there is a small fee depending on the product:
Quantum Energy Pad Pro $30
Quantum Energy Pad Single $30
Quantum Energy Pad Queen $40
Quantum Energy Pad King $50
If you have a problem in 4-30th year the fee is:
Quantum Energy Pad Pro $90
Quantum Energy Pad Single $90
Quantum Energy Pad Queen $120
Quantum Energy Pad King $150
Repair service up to 3rd year covers: electronics, heating, top layer replacement
Fourth year and up: top layer replacement service is repair cost plus cost of top
Customer is responsible for shipping to Richway Fuji Bio Inc. from 2nd year and up
Richway Fuji Bio Inc. will cover the shipping cost back to customer upon completion of repair.
*Legal Disclaimer. Specific medical advice should be obtained from a licensed health care practitioner.