About warranty and repair of tufting gun
We have summarized the warranties and repairs for tufting guns purchased from RUGMATAG.
Basic warranty
Warranty period : 90 days from the date of purchase
For natural breakdowns within the warranty period, maintenance is free once ( (The customer will be responsible for the round-trip shipping costs .) From the second time onwards, a fee will be charged.
In the case of an initial defect, we will replace the product at our expense.
*Depending on the nature of the failure, we may provide replacements. Please note that the response will vary depending on the situation of the gun malfunction.
*Depending on the nature of the failure, you may be charged 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 other than 90 days from the date of purchase. (Paid repairs are possible even for second-hand purchased items)
*This is a warranty against failures due to normal use, and does not cover failures due to disassembly by the customer or failures due to harsh use, even within the warranty period.
*After 90 days, repairs will be charged.
In-store repair
The return shipping fee will be borne by the customer. (No shipping fee if you bring your own)
Maintenance fee ¥4000 (if repair is possible without parts replacement)
Additional repair fee
Scissors replacement ￥1100
needle exchange ¥2600
trigger replacement ¥2600
Upper and lower rod replacement ¥2600
Main rod + base plate replacement ¥2600
Speed adjustment switch replacement ¥2100
Handle ¥1000
Adapter ¥5500
Returns within 2 weeks to 1 month
*Prices vary depending on other parts that need to be replaced and work time. note that.
Repair at manufacturer
The return shipping fee will be borne by the customer. (No shipping fee if you bring your own)
If in-store repair is not possible, the product will need to be repaired by the manufacturer.
Basic fee ¥11,000
Returns within 1 to 2 months
rental
Guns can be rented for those who wish during the repair period.
Basic fee: ¥3,500 (round-trip shipping fee paid by customer, no shipping fee if bringing your own)
Returned upon completion of rental period repair
How to request repair
Please fill out the information below and contact us via our official LINE account .
・Full name at time of purchase
・Registered email address
・Details of the problem
・Photo of the driving surface/surface
・Video showing the problem situation
・Type of yarn used (e.g. 2-strand acrylic yarn, etc.)
About harsh use
・Lack of maintenance
After use, be sure to remove hair 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 blog below for maintenance methods.
How to maintain a tufting gun - blog
・Adjustment by yourself
Malfunctions caused by adjusting the length of the bristles or replacing scissors by yourself are not covered by the warranty.
・Yarn used
Care should be taken when using craft yarn that is not made for tufting, as problems can easily occur.
Most of the tufting gun repair requests that come to our store are those that have been using commercially available craft yarn for a long time.
We have received many inquiries from customers, and when we tried it at our store, we found that it was difficult to cut or could not be pressed properly.
Care must be taken when using craft yarn, as this can lead to problems such as scissor blades spilling or the adjustment becoming loose.
If a problem occurs due to the use of thread other than those sold by RUGMATAG, repair or maintenance of the problem will not be covered by the warranty.
Please refer to the blog below for information on how to choose the right yarn for tufting.
How to choose the right yarn for tufting – Blog
・Damage due to impact
Damage or distortion of parts due to dropping or hitting something is not covered by the warranty.
Precautions for use
·usage environment
If the yarn becomes tangled or clogged in the gears or other parts of the gun during use, please do not disassemble the gun yourself; instead, please contact us.
Since the guide hole of AK-1 is on the left side, by placing both the yarn and the part of the frame through which the yarn is passed on the left side, the thread will run smoothly and prevent tangling.
・Overtuft
If you overlay the yarn that has already been hammered in, it may cause problems.
Please be careful as this will put a strain on the scissors.
Dealing with second-hand purchased items
Even if the customer did not purchase the item directly from our store, but purchased it from a flea market site, etc., we can still provide maintenance consultation. However, regardless of the condition, the price will be a flat rate starting from 22,000 yen, and we will give you a quote based on the symptoms.
