How to Request an Inspection or Repair
If you think there might be a malfunction, please check the "Troubleshooting" section of the product manual and follow the steps listed there to resolve the issue. ⇒ Click here to view the troubleshooting guide
If the situation does not improve after implementing the troubleshooting steps, the unit may be defective. Please fill out the inspection and repair request form at
. ⇒ Inspection and Repair Request Form
After we review your inspection and repair request, we will contact you.
If you decide to proceed with the repair after receiving our contact, the process is as follows:
[Inspection and RepairRequest Process]
(1) Send the item for inspection and repair to us ⇒ (2) Receive the estimate ⇒ (3) Reply to us to approve the estimate ⇒ (4) Transfer the amount stated in the estimate ⇒ (5) We begin inspection and repair work ⇒ (6) Receive a shipping notification after inspection and repair are complete ⇒ Receive the repaired item
STEP 1: If you suspect a malfunction, please refer to the "Troubleshooting" section of the product manual and follow the steps listed there to resolve the issue.
Troubleshooting and Other Information
Tap (or click) the product names below to view the " Troubleshooting " section and other information in the user manual.
| ■Electrotherapy Device | ■Electronic Feeder | ■ Ion Generator | |||||
|---|---|---|---|---|---|---|---|
| Mi Energy ET-21 | Reltech MD21 | Reltech MD11 | MSD reltec | HD21 | HD11 | HsD | IG-E1J |
*The maintenance period for the Mi Energy ET-16 has expired. (We no longer accept requests for inspections or repairs.)
STEP 2 If the situation does not improve after implementing the troubleshooting steps, the unit may be defective. Please fill out the inspection and repair request form.
STEP 3 After we review your inspection and repair request, we will contact you.
If you decide to proceed with the repair after receiving our contact, the process is as follows:
[Inspection and RepairRequest Process]
(1) Send the item for inspection and repair to us ⇒ (2) Receive the estimate ⇒ (3) Reply to us to approve the estimate ⇒ (4) Transfer the estimated amount ⇒ (5) We begin inspection and repair work ⇒ (6) Receive a shipping notification after inspection and repair are complete ⇒ Receive the repaired item
(1) Sending Products for Inspection or Repair (Customer → Reltech Medical Equipment)
Please send the following items to Reltech Medical Equipment Co., Ltd. (Packaging Instructions: Article 8 of the After-Sales Service Terms and Conditions)
| ■For the Mi Energy Electrotherapy Device | ■For Potential Therapy Devices (MD21, MD11, MsD) | ■For Electronic Feeders (HD21, HD11, HsD) | ■ For the Ion Generator (IG-E1J) |
|---|---|---|---|
| ① Main Unit ② Output Terminal ③ 0V Terminal ④ Power Cord ⑤ Energy Check (if applicable) | ① Main unit ② Output terminal ③ 0V terminal ④ Power cord, AC adapter (MsD includes only the AC adapter) ⑤ Energy Check (for MD21 and MD11) | ① Main unit ② Output terminal ③ 0V terminal ④ Power cord, AC adapter (HsD includes only the AC adapter) ⑤ Energy Check (for HD21 and HD11) | ① Main Unit ② AC Adapter |
[ Shipping Fees for Inspection and Repair Requests (Customer → Reltech Medical Equipment)]
[Within the Warranty Period]Please be sure to ship your itemusing one of the shipping carriers designated by us (Yamato Transport, Japan Post, Sagawa Express). (Shipping charges to be paid by the recipient)
We will cover the shipping costs only if the item is shipped using one of the carriers designated by us (Customer → Reltech Medical Equipment).
[Outside the Warranty Period] Please ship the item at your own expense.
We will cover the shipping costs associated with providing free repair services after the warranty period has expired , but only if the item is shipped via one of our designated carriers (Yamato Transport, Japan Post, or Sagawa Express).
*Please check your “Warranty Certificate” for details regarding the warranty period (warranty expiration date).
Reltech Medical Equipment Co., Ltd.
3795-1 Kawazu-cho, Sakaide City, Kagawa Prefecture 762-0025 Tel: 0877-45-3200
(2) Receipt of Quote
After inspecting the items submitted for inspection or repair, we will send you a quote via email.
[Within the Warranty Period]As a general rule, this service is free of charge.
However, items listed in Article 3, Paragraph 3, Items (1) through (6) of the After-Sales Service Terms and Conditions are not covered by the warranty.
[Outside the Warranty Period]As a general rule, this service is subject to a fee.
However, service will be provided free of charge in the following cases.
① When a defect occurs in a part that we have determined requires correction and for which we have decided to apply the same standard procedure to all products sold, regardless of whether they are within or outside the warranty period.
(3) Reply to Us to Approve the Quote
Please reply to us to approve the quote.
(4) Payment of the Quote Amount
・Please transfer the quote amount to our designated bank account. (Please note that you are responsible for any transfer fees.)
(5) Start of Repair Work
We will begin repair work once we confirm receipt of your payment.
*Even if the quote amount is 0 yen, work will begin only after we receive your reply approving the quote details.
・In the unlikely event that you cancel after we have provided a quote, we will charge a cancellation fee of 5,500 yen (tax included) and the shipping costs associated with returning the item. Additionally, if you request that we dispose of the item at the time of cancellation, we will charge a disposal fee of 11,000 yen (tax included), which includes the cancellation fee mentioned above.
*We cannot accept cancellations after you have notified us of your approval of the quote.
(6) After inspection and repair are complete, receive a shipping notification ⇒ Receive the repaired item
Once the repair is complete, we will notify the customer regarding shipping and then ship the repaired item.
[Shipping Fees for Inspected and Repaired Items (Reltech Medical Equipment → Customer)]
If the customer is responsible for shipping fees, we will include them in the inspection and repair estimate.
[Within the Warranty Period]If the product is shipped via one of our designated carriers (Yamato Transport, Japan Post, or Sagawa Express), we will cover the shipping costs.
However, you will be responsible for shipping costs in the following cases:
① If our inspection finds no defect in the part for which you requested repair.
[Outside the Warranty Period] Shipping costs are the customer’s responsibility. However, shipping costs incurred in providing free repair services after the warranty period has expired will be borne by us, provided that the shipment is made via a carrier designated by us (Yamato Transport, Japan Post, or Sagawa Express).
[About Replacement Units]
Replacement units are available only when you request inspection or repair of your electrotherapy device.
If you would like a replacement unit, please request it when filling out the inspection and repair request form.
Please note that replacement units will be either the MD21 or the MSD model.
[Regarding Replacement Unit Shipping Costs]
Regardless of whether the item submitted for inspection and repair is under warranty or not, the customer is responsible for the round-trip shipping costs for the replacement unit.
・The shipping cost for sending the replacement unit from our company to the customer will be billed on the inspection and repair estimate.
・When returning the replacement unit from you to us, please send it prepaid.
(Packaging: Article 8 of the After-Sales Service Terms and Conditions)
[Regarding Packaging Boxes for Inspection and Repair Requests for the Mi Energy Potential Therapy Device]
You may not place the Mi Energy device inside the outer box of the replacement unit (MD21 or MSD) when shipping it to us.
Please prepare your own box and send it to us.
Please note that you can also order a dedicated Mi Energy box (for a fee) separately from us.
*Since there is no field for ordering the dedicated Mi Energy box on the inspection and repair request form,
please contact us separately if you wish to order one.