Costway Massage Chair Customer Warranty
Costway products include the following warranty:
This Costway massage chair has a three-year warranty for both parts and
labor.
Costway customer service will not issue Return Material Authorizations
(RMAs) for products due to buyer’s remorse. RMAs will be issued only
when product has quality problem. Costway products will be either
repaired by the customer or by an in-home technician.
Service And Technical Support:
Customers can contact Costway's customer service department at
213-401-2666 at any time Monday through Friday or via email at
topsupport@costway.com for warranty or service issues.
Customers are required to provide dated proof of purchase (sales receipt)
when they contact Costway service department regarding a repair.
A Costway customer service representative will attend to most customer
inquiries, however, in some cases, when necessary, a technical service
specialist will provide advanced support.
Non-warranty repair is provided on a "per incident" basis. Costway
customer service will verify that the unit has failed and provide
instructions for repairing a unit. All applicable repairs, parts, shipping,
handling, local tax, and a "per incident" fee will be charged for
non-warranty repairs.
You can visit www.costway.com and www.costway.ca for the latest terms
and pricing depending on the type of issue or incident.
Proof of purchase (sales receipt) is required for all warranty repairs or
service.
Extended Warranties:
Costway offers extended warranty programs to enhance ownership of
Costway products.
Extended warranty provides: A maximum 2-year limited repair or
replacement massage chair warranty with on-site service in certain
areas.
Please visit www.costway.com and
www.costway.ca for the latest terms
for extended warranties.
Product Repairs
Many Costway product repairs may be performed by the customer in
their own home with parts and instructions supplied by Costway, such as
remote controller replacements that don't require a technician.
Customers may contact Costway's customer service department at
topsupport@costway.com for warranty or service issues.
Floor Models and Demonstration Units have a prorated warranty period
that begins the day the model is placed on the floor and connected to an
electrical outlet by the retail partner. Proof of purchase (sales receipt) is
required in order to obtain warranty service and parts. Non-warranty
parts and service are available at a "per incident" rate.
Warranty Coverage Period: Warranty coverage begins on the date of
customer purchase. Proof of purchase (sales receipt) is required for all
warranty repairs. The warranty period is measured by continuous
calendar days based on a seven-day week.
Field Service: The Costway customer service department will diagnose
the problem and schedule an authorized service provider to repair a
chair in the customer's residence. If the area is not covered by Costway
official or authorized service provider, after the Costway service team
diagnose the problem and provide approval, customers may find their
own qualified technician. Customers will be reimbursement once an
invoice and proof of the technician’s qualifications are submitted to the
Costway customer service department. The value of reimbursement
should not exceed the cost of a Costway official or authorized service
provider.
Parts: All parts deemed necessary for repairs will be shipped to the
customer at no charge.
CUSTOMER WARRANTY LIMITATIONS AND EXCLUSIONS
Warranties are not valid in certain areas. Invalid areas in Canada: NT, NU,
YT.
Postcodes start with A0K, A0P, A0R, A2V, G0G, G4T, J0M, R0B, T0P, T0V,
V0T, V0L, V0V, V0W, X0A, X0B, X0C, X0G, X0E, X1A, Y0A, Y0B, Y1A.
Invalid areas in US: Alaska, Hawaii, Puerto Rico, and Guam.
The warranty only applies to Costway products and does not include any
accessories or enhancements.
Field service requires pre-approval and must be performed by qualified
technicians. Costway official and authorized field service is only available
in certain areas. Please visit www.costway.com and www.costway.ca for
the latest information regarding authorized field service.
Softening of foams and filling composites in pillows, pads, and memory
foam occurs naturally and does not constitute a defect under this
warranty.
Fading, wear, and piling of fabrics occurs naturally and does not
constitute a defect under this warranty.
Natural markings, grain, and dye variations in leather do not constitute a
defect under this warranty.
Warranties do not cover any loss or damage resulting from improper
installation, unauthorized repairs or modifications, improper use of
electrical/power supply, loss of power, dropped products, a malfunction
of or damage to an operating part from failure to provide manufacturer's
recommended maintenance, transportation damage, theft, abuse,
misuse, neglect, vandalism, or environmental conditions (fire, floods,
rust, corrosion, sand, dirt, windstorms, hail, earthquakes, or exposure to
other weather conditions), loss of use during the period the product is at
a repair facility, or otherwise awaiting parts or repair.
Damage due to shipping and handling does not constitute a defect under
this warranty.
Under no circumstance shall Costway or its representatives be liable for
indirect, consequential, or incidental damages (including damages for
lost profits, business interruption, bodily injury, medical harm, and the
like), even if any party has been advised of the possibility of such
damages.
Warranties are non-transferable and shall be in lieu of any other
warranty, express or implied, including but not limited to any implied
warranty or merchant ability or fitness for particular use.
Costway's sole liability and the purchaser's exclusive right shall be for the
repair, or at Costway's option, for the replacement of defective part.
Notwithstanding the above, if replacements parts for defective materials
are not available, Costway reserves the right to make substitutions in lieu
of repair or replacement.
All warranties begin on the date of purchase; no allowance or extension
is offered for delivery and/or installation.
Warranties do not apply to rental, business, commercial, institutional, or
other non-residential users.
Extended Warranty
LIMITED REPAIR OR REPLACEMENT MASSAGE CHAIR WARRANTY WITH
ON-SITE SERVICE
If you have a warranty or product question, please contact Costway's
support team at 213-401-2666 at any time Monday through Friday, or via
email at topsupport@costway.com.
In the event you detect and report a defect in the workmanship or
material of the Equipment, during the Service Period, then the
Administrator shall provide the services hereinafter described.
Your purchase of the Extended Warranty shall constitute your
acceptance to the terms of this Limited Warranty including the
indemnification provisions.
1) DEFINITIONS - For the purpose of this Limited Warranty, the following
terms shall have the following meanings:
(1) "Equipment" shall mean a Costway product or system;
(2) "Customer" shall mean only the residential end-user of the
Equipment who is the original purchaser of the equipment from the
Distributor, from an authorized reseller.
(3) Usages of "you" or "your" refer to the Customer;
(4) "Commencement Date" shall mean the date on which the Equipment
is first purchased by a Customer from the Distributor or from an
authorized reseller;
(5) "Service Period" shall mean the period commencing on the
Commencement Date;
(6) "Administrator" shall mean Costway. Usage of "we," "us," or "our"
shall mean the Administrator. You may contact the Administrator if you
have questions regarding this coverage. We can be reached by phone at
213-401-2666.
2) COVERAGE - During the Service Period, we will repair or replace, at
our sole discretion, any defective Equipment. We will return the
Equipment to a properly functioning state. To obtain such service, you
must be able to provide us with the original, dated proof of purchase
(sales receipt) for the Equipment. This Limited Warranty extends only to
Customers. Only our representatives may perform repairs on the
Equipment under this Limited Warranty. Replaced parts shall be covered
under this Limited Warranty for the remainder of the Service Period or
for thirty (30) days, whichever is longer. We will provide on-site service
as necessary on regular workdays. Submission of the Extended Warranty
Card form is not a condition precedent to obtaining service under this
Limited Warranty. If a particular replacement part is not available from
the manufacturer, we will make reasonable efforts to locate a compatible
replacement part. If we are unable to locate a compatible part, we may
replace your Equipment with a similar product. Under no circumstances
shall the retail replacement value exceed the original net price paid for
the Equipment. In the event you choose not to accept a replacement for
your Equipment, we shall no longer be responsible for making repairs
under this Limited Warranty.
3) EXCLUSIONS - This Limited Warranty does not include service needed
on Equipment as a result of any of the following:
(1) Installation, set-up, moving, or relocation from the originally
installed location;
(2) Cosmetic changes, tears, or failure of fabrics, woods, foam, pads,
plastics, upholsteries, exterior coverings, and damages and changes
resulting from normal wear and tear;
(3) Negligence, misuse, abuse, improper maintenance, electrical
disturbances and power surges, acts of nature, or work, attachments,
additions, alterations, or modifications by persons other than authorized
Administrator service providers;
(4) Failure by the Customer to use a high-quality surge protector during
the entire Service Period; (5) Improper operating environments;
(6) Any problem not involving a defect;
(7) Damage or malfunction whatsoever caused by an animal or pet;
(8) Damage or malfunction whatsoever caused by liquids of any kind;
(9) Rental, business, commercial, institutional, or other non-residential
use;
(10) Unnecessary service requirement. If no problem is found upon
diagnosis by us or any other third party, you may be charged our
standard rate for shipping costs and parts;
(11) Dropped products or components (including remote controls);
(12) Use of any item with the Equipment that is not designated for use
with the Equipment; and
(13) Field service requires pre-approval and must be performed by
Costway's authorized field service personnel. Field service is only
available in certain areas. Please visit www.costway.com and
www.costway.ca for the latest information regarding field service.
4) YOUR RESPONSIBILITIES - You shall:
(1) Operate the Equipment in an environment meeting the
requirements delineated in the Equipment's owner manual and other
provided instructions;
(2) Protect the supply of electricity to the Equipment through the use a
high-quality surge protection device;
(3) Permit no work on the Equipment except by our authorized service
providers;
(4) Have an adult representative present whenever we provide support
services;
(5) Perform telephone or email diagnostic procedures as requested by
us;
(6) Safeguard and return (at our expense) all replacement parts shipped
to you. Either the part to be replaced or the replacement part or item
shipped to you must be returned to the Distributor upon request.
5) EXCULPATION AND INDEMNIFICATION - Our maximum liability under
this Limited Warranty is limited to the cost of repairing or replacing
defective Equipment. We shall not be liable to you for incidental and
consequential damages. Under no circumstances shall you or anyone
else ever be deemed to be a third-party beneficiary of the agreement.
We shall not be liable for, and you hereby indemnify and hold us and
every authorized service provider innocent from, any and all loss,
damage, claim, or cause of action, direct or indirect, incidental or
consequential, occurring to you, or to the employees or agents of you, or
to any other third party, or to the property of any of the foregoing, which
may arise as a result of any defect covered by this Limited Warranty or as
a result of any service performed under this Limited Warranty.
Exclusions:
- Any malfunction that is caused by circumstance beyond Costway's
control.
- Damage or malfunction resulting from misuse or abuse including, but
not limited to, damage from liquids of any kind, transit, shipping,
relocation damage, incorrect voltage, operation contrary to what is
detailed in the Owner's Manual, modification or repair by the user, use
by anyone (whether the product is open or stowed) over weight capacity,
or any use by more than one person at a time, outdoor usage, and any
flood, fire, or other Acts of God.
- Normal wear and tear and all cosmetic damage to fabric or other
exterior parts of the chair.
- Under no circumstances whatsoever shall Costway be liable for special,
incidental, or consequential damages.
- Rental, business, commercial, institutional, or other non-residential use
