This week, we are providing more information on the BioMat Lifetime Care Program and Warranty. Here’s how to replace your item within the first year with warranty:
- Please note: all customers need a purchase history of the damaged item to qualify for any repair, warranty, or replacement. Any on-line purchase through unofficial channels or unauthorized bio-mat distributors will not be eligible for any repairs or replacements.
- To replace an item with the first year, you will need to return the defective item. Contact the Return Merchandise Authorization (RMA) department at Richway International at [email protected] to receive your RMA number.
- Once you have your RMA number, pack your item securely and write the RMA number legibly in a visible area on the outside of the box, along with your name, address and phone number. Ship the defective product to
Richway & Fuji Bio Inc.
1314 South King St., Suite 520
Honolulu, Hawaii 96814
- Richway is not responsible for packages that are shipped without an RMA number written on the outside of the package. Packages without this information may be refused and returned to the sender.
- Packages must also have a tracking number. Packages of bio-mats and/or Alkal-Life sent via UPS and FedEx can be tracked. If you send via USPS, requesting delivery confirmation enables item tracking. Further, you may want to insure your item, however 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 your shipment is received by Richway. Keep your tracking number to monitor shipment.
- Once Richway receives the defective product, they will begin sending the replacement item. You will receive this tracking info within your e-mail inbox.
- Service time is approximately 14 business days after the Lifetime Care Program form and payment has been processed.
Still more Richway Care Program details to cover – watch for next week’s blog!
