Only products purchased from our cross-border e-commerce site can be sent to our company for repair.
Inquiries regarding the use of after-sales service will be limited to e-mail only.
Is it a malfunction? If you think so, please check the “How to deal with troubles” in the product instruction manual and take measures for trouble symptoms. ⇒Click here to check how to deal with troubles.
If the situation does not improve after implementing measures for trouble symptoms, it is possible that the main unit is malfunctioning.
Please contact us by e-mail (attach a video of the trouble symptoms). ⇒ Here’s how to contact us.
After confirming the video, etc. at our company, we will contact you.
If you wish to request a repair after being contacted by the Company, the process is as follows.
[Flow of repair request]
(1) Send the item to be repaired to Reltec⇒ (2) Receive the estimate ⇒ (3) Approve the estimate (repair work begins)⇒ (4) After the repair is completed, transfer the estimated amount⇒ (5) Receipt the repaired item
* Before requesting repair, please be sure to read and agree to the details of 3 (1) ~ (5)before requesting.
STEP1 Is it a malfunction? If you think so, please check the “How to deal with troubles” in the product instruction manual and take measures for trouble symptoms.
Confirmation of troubleshooting methods, etc.
If you tap (click) the name of each product below, you can see the “How to deal with troubles” in the instruction manual.
STEP2 If the situation does not improve after implementing measures for trouble symptoms, it is possible that the main unit is malfunctioning.
Please contact us by e-mail (attach a video of the trouble symptoms).
Please contact us by following the steps below.
1.Take the following videos and images.
(1) Take a video of the trouble symptoms.
(2) Take a picture of the rating label (the label with the product serial number) on the back of the product.
2.Enter the following trouble symptoms from Contact us and send it to us (e-mail).
(Please be sure to attach a video of the trouble symptom and the label with the product serial number.)
STEP3 After confirming the video, etc. at our company, we will contact you.
If you wish to request a repair after being contacted by the Company, the process is as follows.
Repair Request Procedure
(1) Send the item to be repaired to Reltec⇒ (2) Receive the estimate ⇒ (3) Approve the estimate (repair work begins)⇒ (4) After the repair is completed, transfer the estimated amount⇒ (5) Receipt the repaired item
(1) Sending products requested for repair (customer⇒ RELTEC Medical Devices Corporation)
Please send the following items to RELTEC Medical Devices Corporation Co., Ltd.
(Packaging: Article 8 of the After-sales Service Terms of Use)
| ■In the case of Electron Supplementation Devices (HD21, HsD) | ■In the case of Negative Ion Generator (IG-E1J) |
| ①Product body ②Conductor electrode plate, counter electrode plate ③Power cord, AC adapter (HsD is AC adapter only) ④Energy check (for HD21) | ①Product body ②AC adapter |
[ About repair request product shipping fee, etc. (customer⇒ Reltec medical device)]
[Within the warranty period] Please be sure to ship by the means of transportation specified by our company. (freight collect on delivery)
Only for shipment by the means of transportation designated by our company (customer ⇒ Reltech medical device)
We will bear the shipping costs, customs duties, and VAT.
However, when returning the product after repair (from Reltech Medical Equipment to the customer), the customer is responsible for any import-related costs (import duties, value-added tax, etc.) incurred at the customer’s location.
[Out of warranty period] Shipping fee is at the customer’s expense. (Prepaid shipping fee)
Even if you ship and export by any means of transportation of the customer,The contents of the export-related documents will be specified by our company.
All shipping costs, customs duties, value-added taxes and all other costs will be paid to the customer’s You will be responsible for it.
The Company will bear the shipping costs, customs duties, and value-added tax required to provide free repair service after the warranty period has expired only by the means of transportation designated by the Company. However, when returning the device after the repair is completed (Reltec Medical Device ⇒ customer), the customer will be responsible for any import-related costs (customs duties, value-added tax, etc.) incurred locally at the customer’s site.
*For the warranty period (warranty expiration date), please check the “Warranty Card” at hand.
(2) Receive a quote
After inspecting the item to be repaired, we will present you with a quotation by e-mail.
[Within the warranty period] In principle, it is free of charge.
However, Article 3, Paragraph 3 of the After-sales Service Terms of Use (1) to (6) It is not covered by the warranty.
[Out of warranty period] In principle, there is a charge.
However, in the following cases, it will be available free of charge.
①Regardless of whether the warranty period has expired, if we determine that all products sold require the same response, and there is a defect in that area.
(3) Approve the contents of the quotation (start repair work)
・After receiving an e-mail from the customer to approve the contents of the quotation, repair work will begin.
(Even in the case of free repair within the warranty period, work will start after the contents of the quotation are approved.)
・If you cancel after receiving the quotation, we will charge you a cancellation fee and shipping fee.
Please note that we cannot accept cancellations after approval of the contents of the quotation.
(Implementation of repair and inspection work: Article 6 of the After-sales Service Terms of Use)
(4) After the repair is completed, the estimated amount will be transferred
・We will notify the customer of the completion of the repair. Please transfer the estimated amount to our designated account.
(Please transfer by the due date specified by the Company.) Payment will be made in Japan yen only. In addition, the customer is responsible for all costs required for the transfer. )
(5)Receiving repaired products
After payment is confirmed, we will contact the customer and ship the repaired product.
In addition, the shipping address will be limited to the same address to which the customer shipped the repair request.
[About shipping costs for repaired products (RELTEC Medical Devices Corporation ⇒ customers)]
If the shipping fee is borne by the customer, we will bill it in the repair estimate.
[Within the warranty period] Shipping costs are borne by us.
However, the customer will be responsible for the shipping fee in the following cases.
①When no abnormality can be confirmed by our inspection of the part requested for repair.
[Out of warranty] Shipping costs will be borne by the customer.
However, the Company will bear the shipping costs required to provide free repair service after the warranty period has elapsed only if it is by the means of transportation designated by the Company.
*Regardless of whether it is within the warranty period or outside the warranty period, the customer will be responsible for any import-related costs (customs duties, value-added tax, etc.) incurred at the customer’s site when returning the product from our company after the repair is completed.