Repair Information

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.

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. 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.
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 30 days 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.

1. 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.
2. 3 months to 12 months from the date of delivery, the customer is responsible for shipping the product back to Richway, Richway will repair it and send it back to the customer at no charge.
3. Lifetime Replacement Program:
4. 13 months to 24 months from the date of delivery, service charge is 10% of the retail price, the product does not need to be shipped to Richway, a brand new product will be shipped by Richway (shipping fee paid by customer).
5. 25 months to 36 months from the date of delivery, service charge is 20% of the retail price, the product does not need to be shipped to Richway, a brand new product will be shipped by Richway (shipping fee paid by customer).
6. After 3 years from the date of delivery, service charge is 30% of the retail price, the product does not need to be shipped to Richway, a brand new product will be shipped by Richway (shipping fee paid by customer).
7. Only the original buyer of the product can call to get the warranty service.

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 along with 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. International, 1314 South King Street, Suite 520, Honolulu, HI 96814, Tel: 808-589-2800
5. For International order, ship the item postage paid to: R&L Co., Ltd., 11F, Ace Gwangmyeong Tower B, 108 Haan-Ro, Gwangmyeong-Si, Gyenggi-Do, Korea 14319 Tel: 02-6112-7711

How to send in payment for repair:

1. Upon completion of the repair, Richway Fuji Bio Inc. will get in contact with the customer for payment information and return address confirmation.
2. 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.

Service time: Estimated 14 days after Lifetime Care Program form and payment has been received.

Parts covered: Electronic components, heating element, top cover replacement, pillow (stone) wrap replacement and carry case (carry case within 1st year only) CONTROLLER - Free repair under warranty. Out of warranty - Free repair if it is repairable when the customer sends the controller to Richway. If it is not repairable, 50% of the then current Controller retail price for a replacement.
BIOMAT ACCESSORIES - COTTON PAD, QUANTUM ENERGY PADS, AND ASSEMBLY PARTS, OTHER RELATED PRODUCTS - CUSHIONS, PILLOWS, GERMANIUM PADS, AND ALL HEALTH PRODUCTS ARE NOT ELIGIBLE FOR REPAIR.

Written Warranty Information:
3 Year Limited Warranty (Effective for purchases made from September 1, 2015)
Richway Fuji Bio Inc. warrants the covered product to be free from defects and malfunctions at the time sold. "Defects" as used in this warranty, are defined as imperfections which impair or impede the function and use of the product. This warranty lasts 3 years from the date of delivery. This warranty extends to the original purchaser only. Coverage terminates if you sell or otherwise transfer ownership.

What this warranty covers:

1. Biomat / Biobelt / Amethyst Pillow: This warranty covers any defects or malfunctions in the electronic components, heating element, top cover replacement, pillow (stone) wrap replacement. Customers that have their Biomat replaced by the Lifetime Care Program will only have the mat replaced, and will not receive a new cotton pad, controller, or carry case.
2. Quantum Energy Pad / Quantum Energy Comforter: This warranty covers any defects or malfunctions in the microfiber cover, internal cushion, comforter, and pillow case.
3. Alkal-Life: This warranty covers any defects or malfunctions in the main unit and accompanying parts.

What this warranty does not cover:
This warranty does not cover abuse, misuse, natural disaster, insufficient or excessive electrical supply, ordinary wear, fading, failure to follow instructions and improper maintenance. Richway Fuji Bio shall not be liable for any incidental or consequential damages as a direct result of negligence or misuse. This warranty does not extend to the purchase of opened, used, repaired, repackaged, and/or resealed products by surplus or bulk re-sellers. Any and all warranties or guarantees shall immediately cease and terminate as to any products of parts thereof which are repaired, replaced, altered, or modified, without the prior express and written consent of Richway Fuji Bio Inc.
How to get service:
To obtain service under this warranty, contact Customer Service at 1-808-589-2800 / Toll-Free 1-855-338-6410 or RMA@RichwayUSA.com and provide the purchaser's name, Richway Invoice (RI) number, and a detailed description of the problem you are experiencing. They will provide you with a return merchandise authorization (RMA) number. This number is required and must be placed in a visible area on the front 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. If servicing within the first two (2) months, we will send you a prepaid shipping label to cover your shipping costs. If servicing from the third month and on, the customer is responsible for shipping costs to return the product for repair or replacement. We will cover the shipping costs to return the product back to the customer.
Return addresses:
Richway & Fuji Bio Inc., 1314 S King Street, Suite 520, Honolulu, HI 968141, Tel. 808-589-2800 / Toll-Free: 1-855-338-6410 (USA, Canada, Guam, Saipan)
International orders: R&L Co., Ltd., 11F, Ace Gwangmyeong Tower B, 108 Haan-Ro, Gwangmyeong-Si, Gyeonggi-Do, Korea 14319, Tel: 02-6112-7700
All products purchased from E-Commerce sites (Amazon, eBay, etc) will not be covered under warranty.
To obtain service under this warranty, you must call prior to submitting your product to obtain a return merchandise authorization (RMA) number. This number is required and must be placed in a visible area on the front of the package.
Consumer goods and cracking clear heat-dense polyurethane windows on Biomat Products with crystals leaking: Our products are personal consumer goods which are just like toothbrushes, clothes, mobile devices or computer components, so a wear-and-tear overtime is expected (same as other typical personal items). Product service lives may vary, depending on use and environments. NOTE: If a product is "defective/ faulty", it refers to a new product that does not operate or perform as it was advertised its original purpose from the beginning. Otherwise, it would be a "used" or "worn" product. Any material under repeated heat (especially high heat) on a regular basis will deteriorate, wear out and age in a quicker speed.

*Legal Disclaimer. Specific medical advice should be obtained from a licensed health care practitioner.

Authorized Richway Fuji Bio Inc. Retailer since 2005 Home l Order l Biomat Be A Distributor l Faqs Contact Us l Site Map +1-877-Bio-Mat-Order (1-877-246-6286) © Copyright 2024 bio-mat.com  sales@bio-mat.com ALL RIGHTS RESERVED Site by Navona Designs