Johnson Health Tech Equipment Warranty Policy and Terms

Matrix Fitness Branded Equipment

Ver.16 15/06//2022

1.0 Warranty Policy and Terms

1.1 The warranty policy is for Johnson manufactured products sold to subsidiary & distributors.

1.2 Each subsidiary/distributor will determine their own local warranty policy.

1.3 If any warranty period exceeds the Johnson manufactured product warranty as described below, it
should be the responsibility of the subsidiary/distributor.

1.4 The warranty policy does not extend to second hand equipment.

1.5 This policy is applicable to the Matrix brand series of commercial club/gym and Retail series cardio
and strength products.
1.6 Parts warranty: within the warranty period, the subsidiary/distributor can claim parts compensation
according to related procedure. However, labor cost or other additional charges are not covered.

1.7 Warranty period (year):

Applicable to all Matrix Cardio Products

Matrix Cardio
Product Position Commercial Home
Welded Frame 7 5
Motor 5 3
Electrical/ Mechanical
2 2
/Welded parts
Surface coating 2 2
Wear items 1 1
Labor Labor/decide and bear by Sub./Dis.
Model Application All commercial series All retail series

 Main Frame: Base frame has broken welding or alignment issue

 Welded parts: Welded parts that are assembled during normal installation process or part of an
assembly that is easy to replace. Including but not limited to tension wheel set, console mast set,
incline frame set, handlebar set, Stabilize Set, Pedal arm set, arm rest set, link arm set, crank set,
swing Arm Set, adjustment Arm Set, seat set and seat slide set.
 Electronic parts: VA module, tuner, choke, filter, incline motor, upper control board (console set,
UCB, HR board), lower control board (MCB, incline power board, inverter), generator, cables, DC
brake, wireless charging board, Wi-Fi module, RFID, Bluetooth module, Gymkits, TFT module etc.
 Mechanical parts: Front / Rear rollers, tension wheel, handle bar, seat post, pedal arm, link arm,
crank, pulley, bearings, slat belt, water holder, device holder, plastic cover, end caps etc.
 Surface coating: powder coating / plating of welded frames and welded parts
 Wear Item: Pedal straps, pedal pad, fan, safety key clip, elastomer, running belt, Running deck,
Poly V belt, power cord, overlay, keypad, foam grips, decal, seat pad / saddle, batteries, Hardware
(screws, bolts, nuts and washers), tube sleeve, power switch etc.

Applicable to all Matrix Strength Products

Matrix Strength
Welded Frame 7
Weight stack 5
Electrical, Mechanical & Welded Parts 2
Surface coating 2
Wear items 1
Labor Labor/decide and bear by Sub./Dis.
Model Application All series

 Main Frame: Base frame and main user frame has broken welding or alignment issue
 Welded parts: Welded parts that are assembled during normal installation process or part of an
assembly that is easy to replace. Including but not limited to tension wheel set, console mast set,
incline frame set, handlebar set, Stabilize Set, Pedal arm set, arm rest set, link arm set, crank set,
swing Arm Set, adjustment Arm Set, seat set and seat slide set.
 Electronic parts: Rep counter, counter wires, counter switch, power supply, console set, TFT
module, RFID module, PCB etc.
 Mechanical parts: Bearing, linear bearing, pulley set, air shock, coil spring, In-trinity board, plastic
parts etc.
 Surface coating: powder coating / plating of welded frame and welded parts
 Wear items：Foam grips, decal, belts, cables, upholstery, batteries and accessories such as
handles, grips, karabiner clips and attachments, aluminum end caps and top caps. For In-trinity:
yoga mat, nylon wire, stick, storage bag, Hardware (screws, bolts, nuts and washers) etc.

1.8 JHT offers an extra 6 month grace period for shipping, storage, sale and installation per standard
warranty period.

1.9 Effectiveness and expiration of warranty depends on equipment original product serial number.
2.0 Software Warranty
Software developed for Matrix Fitness products is subject to the following:

2.1 Operating System (OS): Initial software releases and subsequent software updates should
maintain core product function (including speed & incline adjustments, resistance control, core
workout programs and embedded TV tuners) for the period that the products are in production.
However, software does not have a special warranty period in which compensation will be
provided by the related factory(s). The standard warranty for electronic components is listed in
the table above.

2.2 Once a product is discontinued, MATRIX FITNESS shall maintain core product function (as
defined above in section 2.1) for the period of 1 year after the product has been discontinued.
After the period of 1 year, Matrix Fitness, at its discretion, may release future software updates to
our customers. Software updates for discontinued products, if any, may not necessarily include
all existing software features or new features that MATRIX FITNESS releases for newer or other
legacy models.

2.3 Third party apps: Support for anything outside of core operating system functionality, such as
third party apps, is not covered under this warranty. Third party app availability is subject to
change at any time regardless of the warranty period.

2.4 MATRIX FITNESS shall have no obligation with respect to warranty claims for any
modification/setup such as and not limited to external TV’s and related systems, internet switches,
WiFi routers, local customer equipment, servers, cloud storage, provider content, functionality
and/or apps developed by our own or third parties (such as and not limited Youtube, Netflix,
Facebook, @Soul).

3.0 Service Parts of first finish goods order

3.1 Johnson factories will not offer free service part inventory on first orders shipped to SBU’s. SBU’s
should purchase spare parts to ship with the first order.

3.2 For Johnson’s distributors, Johnson factories will provide these inventory parts to distributors free
of charge and ship with the first order.

4.0 Warranty Claim Procedures: For Johnson’s Subsidiaries

4.1 Warranty repairs:

The SBU should always use service parts from their own inventory first.
 Part is available in SBU warehouse: The SBU should take the necessary parts from their
own inventory to complete the service repair. Once completed, the SBU should submit the
monthly warranty claim to the appropriate factory to receive reimbursement for the purchase
price of the part.
 Part is not available in SBU warehouse – The SBU should place an order to purchase the
necessary part and then once used, the SBU should submit the monthly warranty claim to the
 appropriate factory to receive reimbursement for the purchase price of the part. If it is an
urgent case and the part needs to be sent via air freight, the shipping cost should belong to
the SBU.

4.2 OOB service case:

If a part fails OOB (Out of Box: occurs within 7 days of installation or during pre-assembly in the
warehouse)
 Part is available in SBU warehouse: The SBU should take the necessary parts from their
own inventory to complete the service repair. Once completed, the SBU should submit the
monthly warranty claim to the appropriate factory to receive reimbursement for the purchase
price of the part.
 Part is not available in SBU warehouse – The SBU should place an order to purchase the
necessary part and open an OLS JWR case to define the shipping method and PO number.
Parts should not be requested free of charge. Once the part is received and is used for the
OOB repair, the SBU should submit the monthly warranty claim to the appropriate factory to
receive reimbursement for the purchase price of the part. If it is an urgent case and the part
needs to be sent via air freight, the shipping cost should belong to the Factory. The JWR
case should be closed once the factory provides shipping information.

4.3 All parts used should be summarized and submitted with the product name and serial number and
submitted through OLS system one time per month. A credit will be issued based on the parts
under warranty period.

4.4 The Factory Customer Service Department will verify the warranty period and confirm with the
SBU regarding the compensation amount to be credited.

4.5 The SBU will create an invoice and submit via BPM for the settled amount.

4.6 Warranty compensation will be done via a monetary credit; the Factory will not provide FOC
replacement parts.

4.7 All monthly warranty claims shall be submitted to Factory for credit by the 10th of each month,
otherwise the claim may be rejected.

Summary:
5.0 For Johnson’s Distributors:

5.1 All Matrix products within their warranty period.

5.2 Original product serial number is presented.

5.3 Effectiveness and expiration of warranty depends on product serial number.

5.4 After confirmation, Johnson factory will provide the F.O.C parts. The compensation parts should
be shipped by sea.

5.5 If the case is reported through the OLS system, the case should be closed once the factory has
provided the shipping information. Do not wait until receiving the parts before closing the OLS
case.

6.0 Warranty Claim Procedure: IPO Product

6.1 IPO warranty parts claim will be summarized and submitted monthly with serial number through
OLS system then IPO CS will follow vendor’s contract to compensate.

6.2 If the repair part is a key component, the failed part should be kept for 3 months for vendor’s
analysis.

6.3 If the case is reported through the OLS system, the case should be closed once the factory has
provided the shipping information. Do not wait until receiving the parts before closing the OLS
case.

7.0 Warranty Exclusions

The warranty is void if the following occur:

  The product is not placed in an environmentally controlled area (e.g. equipment is used near a
swimming pool or outdoors).
 Operating temperature is not between 15~40℃.

 Operating humidity exceeds 70%.

 Defects (damage) caused by obvious, deliberate and undue mechanical impact, inappropriate use
or undue handling of the product.
 The customer (fitness facility) doesn’t maintain and service the product as per the manufacturer’s
specifications stated in the owner manual of each product.

8.0 Responsibility

8.1 Johnson Health Tech reserves the right to modify this policy.