Repair Policy

How Long Does The Richway Repair Policy Last?

Repair service is available for each product's serviceable life. If Richway determines that a product is not repairable because functional parts are unavailable or the product's serviceable life has expired, repair service may no longer be available.

Richway also offers its current Warranty & Lifetime Care Program, which provides a replacement option for eligible products beginning after the first year. Repair availability and charges may depend on the product, its condition, available parts and Richway's RMA evaluation. For current replacement terms, see our Richway Biomat Warranty & Lifetime Care Program.

What Is Covered?

The repair service grants the purchaser of the product a rate for which out-of-warranty products are repaired. This is subject to the serviceable life of the product and the availability of parts. 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
Alkal-Life™: Service and replacement options are subject to Richway's current warranty and Lifetime Care Program terms.
* Covered within the first year (12 months) only

What Is Not Covered?

The repair service does not cover any product that 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. 
Purchase history is required for service. Richway's current policy states that purchases through unofficial channels or distributors are not eligible for repair or replacement service.

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, including a copy of the original invoice, 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.

How To Send Product In For Repair:

1. Pack items securely. Do not send the Biomat® in a 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 the 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 the 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 Pay 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.