Key Takeaways:
- 3-Year Warranty + 30-Day Returns: Every BioMat® purchase includes a 3-year limited warranty, a 30-day return window, and three long-term ownership programs that extend protection well beyond the initial warranty period.
- Built To Last: The CARE Program, Trade-In Program, and Controller Replacement Program are designed so that most owners never need to pay full price for another BioMat® again.
- Free Shipping Included: Free standard shipping is included on all orders within contiguous North America, with signature required upon delivery.
Purchasing a therapeutic device with a high price point raises legitimate questions before you commit. What happens if something goes wrong? Can you return it if it is not the right fit? What does the warranty cover, and what programs extend beyond it?
We realize that buying a BioMat® is a long-term investment, and Richway's ownership protection structure reflects that. From the initial 30-day return window to a lifetime Trade-In Program, the coverage that comes with every BioMat® purchase is more comprehensive than most buyers realize before they buy.
This article breaks down exactly what's included in the BioMat® warranty, how each program works, and what to do if you need to use any of them.
BioMat® Warranty: What The 3-Year Coverage Includes
Every BioMat® purchase is backed by a 3-year limited warranty covering defects in materials and workmanship. For warranty inquiries within that period, please contact Richway's warranty department directly at rma@richwayusa.co for the fastest response, and have your Richway Invoice (RI) number and serial number (located on the back of your controller) on hand when you reach out. For more details, our BioMat® warranty information page is the authoritative source. Rest assured, after the 3-year warranty period, three additional programs extend your ownership protection indefinitely.
BioMat® Guarantee And Long-Term Ownership Programs
The 3-year warranty is just the starting point. After that, three programs keep your investment protected for the life of the device.
The CARE Program
The CARE Program allows you to replace your existing BioMat® with the same model at 70% off the current retail price, meaning you pay 30% of the current retail price plus shipping and handling. However, the CARE Program does not include controller replacement.
If your controller is still functioning, you can continue using it with your replacement mat. For peace of mind, please check with Richway to confirm compatibility for your specific model. To initiate a CARE Program request, email rma@richwayusa.co with the original purchaser's name, your Richway Invoice number, and your controller's serial number, which should be located on the back. Full details are available on our Product Replacement and CARE Program page.
The Trade-In Program
Richway's lifetime Trade-In Program applies 30% of your original purchase price as a credit toward any new Richway product of your choice. The credit is deducted from the purchase price of the new item, and you will also cover the shipping costs. One trade-in credit applies to one new item, so credits from multiple trade-ins cannot be combined toward a single purchase.
To illustrate how it works, imagine you purchased a BioMat® Professional for $1,950, which generated a $585 credit. Applied toward a new Mini BioMat® at $780, the balance before shipping would be $195. Applied toward a higher-value product at $2,500, the balance before shipping would be $1,915. To initiate a trade-in, contact Richway Warranty Support at rma@richwayusa.co with your name, Richway Invoice number, the Serial Number on your remote, and a note indicating your interest in the Trade-In Program. Full terms for our Trade-In Policy can be viewed on our website.
BioMat® Repair Service: Controller Replacement Program
Controller replacement is handled separately from the CARE Program and depends on your model. For the 7000MX controller, Richway replaces it with a recalibrated unit at no charge. There is no need to contact Richway in advance or obtain an RMA. You may simply mail in your old controller to Richway's Honolulu office. However, be sure to include your name, return shipping address, contact information, and a written description of the issue inside the box.
For the 3000MX controller, the replacement cost is 50% of the current controller price. Richway will contact you after receiving the unit to collect payment.
BioMat® Return Policy: The 30-Day BioMat® Trial Period
Every BioMat® purchase is eligible for a full refund within 30 days of delivery. That said, products purchased through financing are considered final sale and are not eligible for return or exchange.
How To Request A Return
To initiate a return, contact us at 1-888-524-6628 or email returns@biomat.com to obtain a Return Merchandise Authorization (RMA) number before shipping anything back. Have your Richway Invoice number ready. Your date of inquiry to return, whether initiated by phone or email, determines your place within the 30-day window.
Packaging And Sending Your Return
Once your RMA is issued, the return must be received within two weeks. Return shipping costs are the buyer's responsibility. For best results, please reuse the original packaging. Returns without proper protection may incur a restocking fee for transit damage or the cost of a replacement box if no damage occurs. Write the RMA number on the outside of the package and enclose your name, return address, and contact phone number inside.
Shipping And Refund Timeline
When shipping your package back to us, use a trackable carrier, like UPS, FedEx, or USPS, with delivery confirmation. As stated in our Return Policy, the shipment remains the customer's responsibility until received and inspected by us. With that in mind, it is a good idea to keep your tracking number on record to monitor your shipment. Refunds of product costs, excluding original shipping, are issued within 5–10 business days of receipt and inspection, by check or PayPal.
Shipping: What To Expect
Standard shipping is free within the contiguous United States and Canada. As outlined by our Shipping Policies, US orders typically arrive within 7–14 business days via UPS, with signature required upon delivery. Canadian orders ship via DHL on the same timeline, with a signature required. Tracking is assigned by the manufacturer, so you'll receive a UPS tracking email when it's available. Most orders arrive sooner than the stated window.
Expedited shipping to the US is available for an additional fee, with delivery in approximately 5 business days. For orders that need to arrive sooner, calling directly is the fastest way to arrange quicker shipping.
Final Thoughts
The BioMat®'s ownership protection structure is among the most comprehensive in the FDA-registered wellness device category, featuring a 3-year warranty, a 30-day return window, and three long-term programs that keep the device serviceable and upgradeable throughout its usable life. For buyers evaluating the long-term cost of ownership alongside the upfront price, these programs are a meaningful part of the value proposition.
Frequently Asked Questions About The BioMat® Warranty
How long is the BioMat® warranty?
Every BioMat® purchase includes a 3-year limited warranty covering defects in materials and workmanship. After that period, the CARE Program, Trade-In Program, and Controller Replacement Program extend protection indefinitely.
What is the BioMat® return policy?
BioMat® products are eligible for a full refund within 30 days of delivery. An RMA number must be obtained before returning the item, and return shipping costs are the buyer's responsibility. In addition, products purchased through financing are considered final sale.
What does the CARE Program cover?
The CARE Program allows same-model replacement at 70% off the current retail price, which is basically 30% of the current retail price plus shipping and handling. It does not include controller replacement.
How does the Trade-In Program work?
Richway applies 30% of your original purchase price as a credit toward any new Richway product of your choice. One trade-in credit applies to one new item only, and you’ll be responsible for all shipping costs.
Is the BioMat® eligible for FSA/HSA reimbursement?
Yes. The BioMat®'s FDA 510(k) Class II Medical Device status makes it eligible for many health savings accounts. Confirm eligibility with your specific plan administrator before purchase.
How long does shipping take?
Standard shipping within the contiguous US and Canada is free and typically takes 7–14 business days, with most orders arriving sooner. Expedited shipping is available for an additional fee, with delivery in approximately 5 business days.
These statements have not been evaluated by the Food and Drug Administration. These products are not intended to diagnose, treat, cure, or prevent any disease. Specific medical advice should be obtained from a licensed health care practitioner.
Learn more about our editorial standards and medical review process.
