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 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 will be a fee from the second time onwards
■ In case of initial failure
We will cover the shipping costs for the exchange.
*Depending on the nature of the malfunction, we may offer a replacement. Please note that the response may change depending on the condition of the gun malfunction.
*Depending on the nature of the malfunction, we may charge you a fee.
*Our products purchased second-hand from flea market sites, etc. are not covered by the warranty even if the date and time of purchase by the seller is not within 90 days of purchase. (Paid repairs are possible even for second-hand products.)
*This warranty applies to malfunctions that occur during normal use, and does not cover malfunctions caused by the customer disassembling the product or malfunctions caused by excessive use, even if they occur within the warranty period.
After 90 days, repairs will be subject to a fee.
Basic repairs in store
The customer is responsible for the round-trip shipping costs. (No shipping costs if you bring the item in yourself.)
Basic maintenance fee: ¥4,000 (if repair is possible without parts replacement)
Additional repair costs
Scissors replacement ¥1,100
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 ¥5500
Return period: 2 weeks to 1 month
* Please note that the price may change depending on other parts that need to be replaced and the time required for the work.
When performing maintenance on your tufting gun, we will do our best to carry out the repairs as per the estimate as possible, but depending on the situation, parts replacement or additional work may be required, and the cost may be higher than expected. We appreciate your understanding and cooperation.
※please note※
・When we receive your equipment, please let us know as specifically as possible about the problem area and condition of the equipment so that we can respond more accurately.
If additional repairs beyond those estimated are required, we will contact you in advance and obtain your approval before proceeding with the work.
・ 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 the 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 it is determined that complex repairs are necessary, it will be a long-term repair.
rental
Gun rentals are available for those who wish during the repair period.
Basic fee: ¥3,500 (Customer pays round-trip shipping fee, no shipping fee if brought in)
Return when repairs are completed during 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
- The 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.
Neglecting maintenance may cause malfunctions or breakdowns and will not be covered by the warranty.
Please refer to the following blog for maintenance methods.
How to maintain your tufting gun - Blog
Adjustment by yourself
The warranty also does not cover any defects that occur when adjusting the pile length or replacing scissors yourself.
・Yarn to be used
Be careful when using craft yarns that are not made for tufting, as problems are more likely to occur.
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 about this, and when we tried it out in our store, we found that it was difficult to cut or to drive in properly.
It can also lead to problems such as chipped scissors blades and loose adjustments, so care must be taken when using craft yarn.
If a defect occurs due to the use of thread other than that sold by RUGMATAG, repair or maintenance of the defect is not covered by the warranty.
Please refer to the following blog for advice on choosing 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 the 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 can be guided smoothly and tangles can be prevented.
・Overtufted
If you add more yarn to the already sewn yarn, it can cause problems.
Please be aware that this may also put strain on the scissors.
Support for second-hand purchases
We can also provide consultations on maintenance even if you did not purchase the product directly from our store, but from a flea market site, etc. However, regardless of the condition, the fee will be a flat rate of 22,000 yen or more, and an estimate will be given based on the symptoms.
