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Return and Repair Instructions
HTE SOQI Machines and Products.

All Returns:

1) Telephone HTE head office at either number below, and ask for an Authorization # for return, repair or exchange.

TEL: 1 626 575 9969 or 1 800 292 6088

Give your name and the approximate date you bought the machine, and the invoice number if you still have it. 

2) Mail the machine back to HTE Head Office

Address: 2028 Santa Anita Unit A, South El Monte, CA 91733

You must write the authorization # on the outside of the box. If you do not, your returned package will be rejected.

Free Trial Returns:

14 Day Free Trial
- Free trial begins from day of delivery. Any machine or product returned will receive a full refund, minus the shipping cost which is non-refundable.

- Supplements may only be returned within 14 day trial period if the product is unopened.

- Customer must contact head office for a return authorization number before the end of the 14 day free trial period.

- As explained above, the authorization number must be written on the outside of the return box, otherwise the package will be refused.

All parts, accessories, manuals and promotional items must be returned, along with the SOQI machine placed in the original box it was delivered in. If these requirements are not met, a 15% restocking fee may be applied.

30 Day Exchange Policy:
Any machine that is found to be defective beyond the 14 days of delivery, but within 30 days of delivery, may be returned for exchange. Contact head office for approval.

Head office HTE will provide a return postage label for the defective machine.

SOQI Bed Return:
All returned items for a SOQI Bed Set should be packed in the original, unmarked packaging including any accessories, manuals, documentation and registration that belong to the SOQI Bed product.

- HTE head office may apply a 30% restocking fee on any SOQI Bed return if items returned are damaged or parts missing.

- The FedEx Freight shipping and handling delivery fee, is not refundable.

- The SOQI Bed must be sent back within 30 days.

Repairs:

- Contact HTE head office for an authorization number as detailed above.

- If the SOQI machine is under warranty, repair is free of charge.

- Customer pays for shipping costs to repair center - HTE will pay return shipping costs.

- If machine is not under warranty, customer is required to pay for shipping both ways, plus the repair fee. 

- HTE does not provide free shipping labels for repairs.

NOTE THAT HTE HEAD OFFICE DOES NOT SELL PARTS.

International Repairs.
USA, Hawaii, Canada, Mexico, Australia, Europe:

USA.
Los Angeles, USA

Head Office
Los Angeles, CA, USA:
Toll Free: (1) 800 291 6088
Tel: (1) 626 575 9969
9am to 5pm - Mon to Fri.

Hawaii
Contact Los Angeles above for authorization number. Product must be shipped back to mainland.

Canada
Please contact Los Angeles
for authorization number.

Repairs done in Los Angeles.

Mexico
Please contact Los Angeles
for authorization number.

Repairs done in Los Angeles.

Return address must be within
USA - no shipping to Mexico.

Australia, NZ, UK, Europe.
Product repair service is now Taiwan:

HTE International head office in Taiwan has taken over warranty and repairs as of 1st February 2018.

Before you send in any product for repair, please email Taiwan to obtain a Repair Authorization Number and to confirm the repair center address.

Email: oversea@hsinten.com.tw

Angela or Sindy
Hsin Ten International Group.
TEL: 886-2-85225858 ext.164 or 135

1) For product that is under warranty, no repair fee is applied.
 
2) Customers need to pay the freight for shipping the products to the repair center.

3) HTE will cover the freight for returning the repaired product back to customers.

4) For product that is out of warranty, a repair quote will be offered by the HTE Taiwan. Customers need to cover all the shipping fees.

5) Once the quote is confirmed and the payment is received, HTE in Taiwan will contact the repair center to go ahead with the repair.

6) Ask Taiwan about contact info for repair in UK or Europe.