To offer a replacement remote to your customer is easy. Just have them ship the nonworking remote to:
Product Support Center
13941 Central Ave
Chino CA 91710
Have them include a note with their name, telephone number and address. Replacement remotes will be provided to the user for the lifetime of the product.
If the customer loses the remote however, they must purchase a replacement. Have them mail a check or money order to the above address and include a note with their telephone number, shipping address, and model number.