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Repair, Return, Exchange Instructions
HTE Machines International.

REPAIR:

1) Email or telephone the appropriate number below, and ask for Authorization #

2) It is helpful to include the original invoice number of your machine. If you no longer have the invoice number, telephone head office - 1 626 575 9969 or 1 800 292 6088 - and give them your name and the approximate date/month you bought the machine.

3) Mail the machine back to HTE head office for repair / return / exchange.

You must write the authorization # on the outside of the box. If you do not, there may be delays and a possible return of the package.

4) If machine is under warranty, repair is free of charge.
Customer pays for shipping to repair center - HTE will pay return shipping.

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

Warranty:
2 years on the Chi Machine.
1 year on the SOQI Bed, E-Power, ERE, Far Infrared Dome, plus the Regular and Grande FIR Heating Pad.

Extended Warranty Information.
Must be purchased at the same time as the machine. Not recommended as the machines rarely break down.

PLEASE NOTE THAT HEAD OFFICE DOES NOT SELL PARTS.

RETURNS or EXCHANGE OPTIONS:

14 DAY FREE TRIAL RETURN:
Any machine or product returned will receive a full refund minus the shipping. Customer must contact head office for a return number before the end of the 14 day free trial period (read repair instructions above).

30 DAY EXCHANGE: Any machine that is found to be defective beyond the 14 days of delivery after purchase, but within 30 days of delivery, may be returned for exchange. Head office HTE will provide a return postage label.

GoGreen: Supplement products may only be returned within 14 days if the package is unopened.

Machines: All parts, manuals and promotional items need to be returned along with the machine placed in original box. If these requirements are not met, a 15% restocking fee may be applied.

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. Also, please be advised that the shipping and handling fee will not be refunded on any return.

HTE is not responsible for any stolen packages shipped either from or to head office.

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International Repair or Return.
USA, Hawaii, Canada, Mexico.

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
Please contact Los Angeles above 
for authorization number. Product
must be shipped back to mainland.

Canada
Please contact Los Angeles 
for authorization number.

All repairs are done in Los Angeles.

Mexico
Please contact Los Angeles
for authorization number.

All repairs are done in Los Angeles.

Australia, NZ, UK, Europe:
Product Repair Service.

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 UK or repair center in Germany.

UK:

Repair Center UK (sorry we have no phone number).
Attn: Kevin Brown
83 Derbyshire Lane, Sheffield,
UK S8 9EN

If you have any problems, please contact us, or HTE head office.