About warranty and repair of tufting gun

We have summarized the warranty and repair information for tufting guns purchased from RUGMATAG.

Basic Warranty

Warranty period : 90 days from the date of purchase

■ In the case of natural failure within the warranty period

・One maintenance free ( (Customers are responsible for round-trip shipping costs)

・There is a fee for the second visit onwards

■ In case of initial defects

We will cover the shipping costs for the exchange.

*Depending on the nature of the malfunction, we may offer a replacement. Please note that our response may vary depending on the nature of the gun malfunction.

*Depending on the nature of the malfunction, we may charge you a fee.

*Our products purchased secondhand from flea market sites, etc., are not covered by the warranty, even if the date of purchase by the seller is less than 90 days after purchase. (Paid repairs are possible even for secondhand products.)

*This warranty covers malfunctions that occur during normal use, and does not cover malfunctions caused by the customer disassembling the product or by excessive use, even if they occur within the warranty period.

*After 90 days, repairs will be charged.

Basic repairs in store

The customer is responsible for the round-trip shipping costs. (No shipping fees if you bring the item in yourself.)

Basic maintenance fee: ¥4,000 (if repair is possible without parts replacement)

Additional repair fees

Scissor replacement : 1,100 yen

Needle replacement ￥2600

Trigger replacement ￥2600

Upper and lower rod replacement ¥2600

Main rod + base plate replacement ¥2600

Speed ​​adjustment switch replacement ¥2100

Switch replacement ¥1100

Handle ￥1000

Adapter ¥4980

Returned within 2 weeks to 1 month

* Please note that the price may vary depending on other parts that need to be replaced and the time required for the work.

When performing maintenance on your tufting gun, we strive to perform repairs according to the estimate as much as possible, but depending on the situation, parts replacement or additional work may be required, which may result in a higher cost than expected. We appreciate your understanding and cooperation.

※please note※

・When we receive your equipment, please let us know as specifically as possible the problem area and condition of the equipment so that we can respond more accurately.

If additional repairs beyond the estimated cost are required, we will contact you in advance and obtain your approval before proceeding.

・ If complex repairs are required, the price and duration will vary in the form of extended repairs.

 

Long-term repair ( If complex repairs are required, the price and duration will vary in the form of long-term repairs.

The customer is responsible for round-trip shipping costs. (No shipping fee if you bring it in)

Long-term maintenance fee : ¥11,000

Returned within 1 to 2 months

If during inspection we determine that complex repairs are necessary, we will carry out a lengthy repair.

rental

Gun rentals are available for those who wish to do so during the repair period.

Basic fee: ¥3,500 (customer pays round-trip shipping fee, no shipping fee if brought in)

Return the item when the repair is completed during the rental period

How to request repairs

Please fill out the following information and contact us via our official LINE account .

・Full name at time of purchase

・Registered email address

・Details of the problem

・Photos of the driving surface and surface

・Video showing the malfunction

- Type of yarn you are using (e.g. acrylic yarn, double strand, etc.)

About harsh use

・Lack of maintenance

After use, be sure to remove any lint and apply an appropriate amount of oil for maintenance.

Failure to perform maintenance may result in malfunctions or breakdowns, which will not be covered by the warranty.

Please refer to the following blog for maintenance instructions.

Tufting Gun Maintenance - Blog

Adjust it yourself

The warranty also does not cover any defects that occur when you adjust the pile length or replace the scissors yourself.

・Yarn to be used

Be careful with craft yarns that are not made for tufting, as they are prone to problems.

Most of the tufting gun repair requests we receive are for tufting guns that have been used with commercially available craft yarn for a long time.

We have received many inquiries from customers, and when we tried it in our store, we found that it was difficult to cut or to drive properly.

Care must be taken when using craft yarn as it can lead to problems such as chipped scissors blades and loose adjustments.

If a defect occurs due to the use of threads other than those sold by RUGMATAG, repairs or maintenance of the defect are not covered by the warranty.

Please refer to the blog below for tips on how to choose the right yarn for tufting.

How to Choose the Right Yarn for Tufting - Blog

- Damage caused by impact

Damage or distortion of parts caused by dropping or hitting something is not covered by the warranty.

Usage notes

・Usage environment

If the yarn gets tangled or clogged in the gun's gears or other parts during use, please contact us without attempting to disassemble the gun yourself.

The AK-1 has a guide hole on the left side, so by placing both the yarn and the frame part through which the yarn is threaded on the left side, the yarn will flow more smoothly and tangles can be prevented.

・Overtuft

If you add more yarn to the yarn you have already sewn, it may cause problems.

Please be aware that this may put strain on the scissors.