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
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 am – 6 pm MST
Phone Number: 877-782-7736
Email Address: firstname.lastname@example.org
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: 1-4 hours 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 within 72 hours, 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 3 or 5-year warranty, the customer may opt into the TheraLight Extended Warranty Program. Please call the company for full details and pricing.
Extended Care Program: Extended Warranty
When you enroll in our Extended Care Program, you can rest assured that your TheraLight device will continue to operate at the highest level of safety, quality, and performance. Regardless of whether your device is nearing the end of its original warranty or if its original warranty has expired, you’re still eligible to enroll in our Extended Care Program.
Extending the care of your TheraLight system translates to:
- Minimizing downtime with unexpected repairs.
- Minimizing repair fees before they become costly.
- Enjoying the benefits of On-Demand Priority Status customer support.
- Ensuring that you’re always in compliance with required product standards.
Contact your TheraLight representative for additional information.
Once you’ve enrolled in Extended Care, we’ll send an authorized TheraLight technician to your site to carefully inspect your device both externally and internally. Each of our technicians is rigorously trained to clean, recalibrate and ensure that all components are in proper working order.
Your device will be tested for optimum factory-specified light power output verification, all components will receive proper quality control checks, and our technician will determine if any parts need to be replaced. Lastly, a diagnostic check on your current operating software will be performed and your system will be recalibrated as necessary. If a new software upgrade version is available, it will be uploaded to your software control system.
On-Demand Priority Service
By enrolling in our Extended Care Program, you automatically qualify for On-Demand Priority Status. This means that if for any reason your device needs to be serviced for repair, one of our factory-trained technicians will arrive onsite within 72 hours to diagnose and quickly repair your unit. This feature alone could potentially save you thousands of dollars in service fees, downtime, and lost revenue.
TheraLight 360 Trade-in Program
A fantastic alternative to our Extended Care Program, our 360 Trade-In Program provides TheraLight 360 owners the opportunity to upgrade their out of warranty system to our newer next-generation model. Any TheraLight 360 unit purchased within the past five years is automatically 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.
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:
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.
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.
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
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.
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.