TheraLight
Customer Service Program
Customer Service Program
The customer agrees that any product to be serviced, repaired, or returned to the Company shall maintain the following procedures:
In Warranty Products
1) Notification
All requests for service must be made direct to TheraLight, LLC via phone, email, or by written submission through the Company’s website.
Hours of Operation: Monday-Friday 8:30 am – 5:00 pm MST
Phone Number: 877-782-7736
Email Address: info@theralight.com
2) Written Description
Please provide a written statement indicating the model number, serial number, and a brief description of the request for service.
3) Response Time
All service calls will be responded as follows:
Monday-Friday: during normal hours of operation.
4) Onsite Service
If it is determined that the service requested required Onsite Service, the Company will provide a repair technician, as determined by the availability of parts and travel arrangements.
5) Unauthorized Repair
The Company will not honor any unauthorized repair unless agreed upon in writing. Any such repair will void the Warranty.
6) Shipping Charges Under Warranty
The Company is responsible for the shipping and insurance charges for any product that is being repaired or replaced that is under the warranty.
Out of Warranty Products
For any product that is out of warranty or if damage occurs to the product that is at the fault of the customer, the customer is responsible for charges associated with any repair, including parts, shipping, insurance, and a per-day on-site service call charge.
At the conclusion of the initial warranty period, the customer may opt into the TheraLight Extended Warranty Program. Please call the company for full details and pricing.
TheraLight 360 Trade-in Program
Our 360 Trade-In Program provides TheraLight 360 owners the opportunity to upgrade their system to our newer next-generation model. Any TheraLight 360 unit purchased within the past five years may be eligible for an upgrade, while units older than five years must undergo an additional assessment to determine eligibility.
By upgrading to a new TheraLight 360, you will:
- Enjoy the benefits of TheraLight’s latest cutting-edge features and innovations.
- Rest easy knowing that your system is the finest available full-body light bed on the market.
- Continue to receive TheraLight’s best-in-class customer services and support.
Contact your TheraLight representative for additional information.
A TheraLight representative will perform an on-site assessment of your out of warranty system to confirm that it is operating normally and has no significant damage. There is an assessment fee, which will be credited towards the cost of your upgrade. In the likely event that your system qualifies for the Trade-In Program, you will receive a trade-in credit towards the purchase of a new TheraLight system.
How to Get Started
Contact your TheraLight Representative and we’ll get the trade-in process started. Even if your system is older than five years, we may be able to offer a trade-in option that’s right for you.
The customer agrees that any product to be serviced, repaired or returned to the Company shall maintain the following procedures:
Returns
All returns are evaluated on a case by case basis and are subject to a minimum 25% restocking fee. Bed removal and freight shipping is not included and will be added to the restocking fee. The Company has a strict policy that no product returns (or refunds) are accepted after one (1) year from the date of original purchase.
Unauthorized Returns
All products shipped to the company must have prior approval. The Company will not honor any unauthorized returns. Any damage from the unauthorized return will become the sole financial responsibility of the customer.
Notification
The customer must notify the Company in writing or verbally regarding any product requests. Any and all requests must have prior authorization from the Company.
Customer Service Toll Free 877-782-7736
Cancellations
If a cancellation is made while the shipment is in progress, freight fees there and back are nonrefundable. If this occurs, you are responsible for any shipping costs incurred to have the item returned to the Company.
Disputes
All disputes are to be governed in the state of Utah, in and for the County of Utah. If there is any litigation surrounding the disputes, the prevailing party can recover reasonable attorney’s fees and costs in connection with the dispute.
