Healing Waves,LLC

Complaint Involves: Refund or Exchange Issues and Customer
claims he was not clearly inforrned of return policy, also claims he made an
IMPULSE buy of this High-Value item.l) We agree it is high value because it is so effective in
alleviating needless suffering.When Mr [redacted] called to order we...

asked him how he learned of the Bio-Mat. He told us he"Read an Article,"
about it. Then went onto the internet searching for the Bio-Mat. In his search
he found our website and liked what he learned and decided to order. Our order
form requires that all who order answer this questions: "How did you find
out about the Bio-Mat..." No one has ever indicated in over 10 years it
was an "impulse buy. "Our website has extensive information the help people make an informed choice about their purchase. If anyone ever told us they were making an "impulse buy" we would ask them many questions to make sure this is the correct item for them. We always check with customer's whose orders seem odd. For instance we discourage people from purchasing the pillow when they purchase the mini Bio-Mat. The pillow is designed to go with the Professional size Bio-Mate There is little benefit from the pillow with the mini Bio-Mat.Here is the manufacture's displayed refund policy (it is not hidden as he claims nor was he blindsided): "Return Policy: The manufacturer will accept returns or exchanges if the product does not meet satisfaction; a) within 7 days after receipt, returned for a full refund or exchange, b) from 8 days to 14 days of receipt, a return for a 70 0/0 refund, or an exchange, c) after 15 days to 30 days of receipt, for a 50% refund or exchange. After 31 days of receipt, there are no refunds or exchanges. Refund does not include shipping."Delivered to Mr. [redacted] on 4.7.17, returned to us 5.30.17 per
UPS tracking info, nearly 2 months after receipt.We received his order. which was sent on to the manufacturer Richway International to receive his payment and arrange for delivery. Mr. [redacted]'s payment was accepted by the manufacturer Richway International Fuji Bio. Mr. [redacted] can confirm that on his Bank Card statement.We are not Richway Intemational — therefore we did not receive his payment.As I recall Mr. [redacted] called several days after delivery stating he wanted to return the Bio-Mat.He was in the 8 to 14 days timeline to receive 70% refund. As
a courtesy we offered to sell it for him as we believe we could get near what
he paid, far better than the 70% refund. We also informed him that sales do
slow down in Summer and he needs some patience to get the sale accomplished.He said he would send it to us for selling it. Well he did not get it back to us for nearly 2 months, far beyond the 30 days for a 50% refund, set by the manufacturer, not us. After 30 days as you can see by the Return policy there is no refund. So he is far beyond the retuni policy for any refund.Since we were not the receivers of his payment — we have no obligation to refUnd him. We have no obligation to help him to sell it either. As a courtesy to assist him we offered to sell it for him and that has not yet happened.He returned the Bio-Mat to us, not in the box in which it was received. So that means we know he took it out of the box at least. He claims he never used it. We have no reason to not believe that is true. We actually have the reboxed package from U-Haul and we have not opened it. Had it sold we would have covered the shipping fee and had the purchaser send Mr. [redacted] the payment.I l) Today I will be sending the Bio-Mat back to him
as he owns it, and he can attempt to sell it himself. Here is the UPS tracking
info for your convenience: [redacted] May be tracked at www.ups.comCarol S[redacted]Healing Waves, LIC3600 SE 168 th Ave.,Vancouver, Wa 98683