Printer Warranty

Coverage Term:

This limited, non-transferable warranty applies to machines, products, and accessories sold in the USA by PrintDirect US. PrintDirect US ensures that the covered items will be free from material or workmanship defects during the specified warranty period. At its discretion, PrintDirect US will repair or replace any product found to be defective during this time. All warranty work must be authorized by a PrintDirect US Authorized Representative.

If onsite warranty work is required on the product , PrintDirectUS will cover parts and labor, all travel will be at customer's expense, unless the issue is due to customer neglect or misuse. 

The warranty covers parts and labor only, excluding travel expenses for onsite repairs or shipping costs for Depot Repair. Customers must troubleshoot with a PrintDirect US technician.

For any damages, PrintDirect US must be notified within 3 days of receiving the equipment; failure to do so may result in customer liability for the damages. Ensure any damages are noted on the shipment Bill of Lading.

PrintDirect US's obligations under these warranties are limited to, at its sole discretion, repairing or replacing the DTG Printer if found defective, provided the defect is not due to the customer’s failure to perform proper maintenance or misuse. The DTG Printer must be returned to PrintDirect US’s business location, with transportation prepaid, upon request.

• Non-consumable Parts and Technical Labor if Depot Repair or Onsite visit is required: Covered for 1 year.

 Customer Responsibilities: 

• The customer is responsible for troubleshooting with PrintDirect US, before a tech will be dispatched.
• The customer is responsible for maintaining the printhead and corresponding areas i.e. Maintenance station, lubing machine, sump areas, and replacing consumable items.
• The customer is responsible for all shipping costs of parts and travel expenses of a technician  and labor after the first year after delivery.
• Any Modifications made by the Buyer and not approved by PrintDirect US to the specified machine and/or part(s) shall void this warranty unless approved in writing by PrintDirect US before modification.
• Any replacement parts under warranty must be returned to the PrintDirect US within 30 days of Shipping Replacement Part.
• Do not Throw Away the Box, that the machine was received in, if a Depot Repair is needed, you will be required to pay for a replacement box, to ship the machine back to PrintDirect US.
• Key Critical Items that must be adhered to or your Warranty will be voided:
  •  Failure to follow  Maintenance required of the machine, as designated in training which includes the following :
  • Turning on the machine before training, voids the warranty! The customer's failure to take the training with a PrintDirect US Representaive will result in your Warranty being voided. 
  • Daily Nozzle Checks:   After turning on the printer, it is imperative to run a daily Nozzle Check to spot  clogging issues, failure to do Daily Nozzle check will void the warranty. Even if the machine has printed daily, it is required to perform a daily Nozzle Check.
  •  Shutting Down the Printer for More Than 1 Day: Before shutting down the printer, ensure that you load the machine with Storage Fluid Cartridges. Use the Cleaner Charging function to purge all ink from the lines, perform a head cleaning, and clean the maintenance station. Finally, cap the printhead with a cap filled with cleaning solution. 
  •  Humidity & Temperature: Maintain humidity levels above 45% relative humidity to prevent the printhead from drying out and clogging. If you cannot achieve or sustain this humidity level, use a non-condensing humidifier. Keep the temperature between 59°F and 90°F; failing to maintain the correct temperature can lead to clogging or other damage to the machine. 
  •  Low Ink: Avoid leaving the machine with a low ink notification for more than one day, as this will prevent auto circulation and may result in printhead clogging. 
  •  Maintenance: Neglecting to perform daily, weekly, and monthly maintenance as needed can lead to clogging or other damage. Essential tasks include cleaning the printhead, maintenance station, and CR encoder, as well as emptying the waste container and ink sump. 
  •  Platen Height: Ensure the platen is set to the maximum height for the garment to prevent overspray, which can damage components and void the warranty. 
  •  Waste Ink Container: Not emptying and resetting the waste ink container will prevent auto-circulation and may lead to clogging.  
  • Daily Agitation of White Cartridges: Remove and shake the white cartridges for 50 seconds once daily to prevent clogging.
  •  Fan Filters: Neglecting to replace fan filters when they are dirty or as indicated by the panel can cause malfunctions and potentially void the warranty. 
  •  Storage Mode: Failing to properly prepare the machine for storage and follow the instructions may lead to clogging, which will not be covered by the warranty. Do not leave the machine in storage mode for more than 3 weeks. 
  •  Error Codes: If you do not report any error codes within 72 hours, unresolved issues may lead to clogging. As soon as you receive an error code and cannot fix it yourself, cap the printhead to prevent potential clogging and contact PrintDirect US Customer Support immediately. 
  •   Logging Function: The machine records all activities, including error messages, ink levels, time remaining with low ink, ink removal, completed maintenance, head cleans, strong head cleans, nozzle checks, days powered off without cleaner loaded, prints, humidity, and temperature. This logging data is final and indisputable. If the machine's logs show that required maintenance or safe environmental conditions were not met, PrintDirect US may void the warranty. Ensure the machine is connected to a wireless or Ethernet network for proactive troubleshooting assistance. Exceptions: Consumable Items
•  Consumables and expendable components include items such as the maintenance station, ink cartridges, transfer paper, transfer powder, cleaning solutions, cleaning tools, storage solutions, encoder strip, cleaner cartridges, and pre-treatment liquid. Additionally, this category encompasses fan filters, left and right ink sumps, printheads at the end of their life, and ink supply units (W1, KC, MY). 

Excluded Items: 

PrintDirect US is NOT responsible for :

• Acts of God: Damage caused by natural disasters or uncontrollable events.
• Tampered or Altered Machines: Any machine with a removed or altered serial number.
• Unauthorized Use or Modifications: Any product used or modified in ways not approved by a PrintDirect US representative, including unauthorized tampering or modifications.
• Non-PrintDirect US Parts: Parts, consumables, or accessories not provided by PrintDirect US.
• Ink Usage: PrintDirect US (Genix) DTG branded inks are for single use only. The purchaser is responsible for any damage caused by using non-PrintDirect US (Genix) DTG branded inks or aftermarket chips to reset cartridges.
• Maintenance Non-Compliance: Damage resulting from failure to adhere to maintenance requirements in the instruction manual, including daily nozzle checks, daily white ink agitation, maintaining adequate ink levels for auto maintenance cycles, and proper capping of the printhead.
• Training and Installation Issues: Damage due to lack of training, improper installation, poor art files, incorrectly ripped files, or other user errors.
• Wear and Tear: Depreciation or damage from normal wear and tear, inadequate maintenance, or failure to follow safe operating and maintenance instructions.
• External Factors: Issues caused by environmental conditions, maintenance neglect, electrical supply problems, or failure to use surge suppression protection.
• Non-Supported Hardware: Computer and networking hardware not supplied by PrintDirect US, including computers, WiFi networks, software, and their configuration.
• Expedited Shipping: Costs associated with expedited shipping other than ground shipping.
• General and Preventative Maintenance: Routine and preventative maintenance responsibilities.
• Compensation for Downtime: Loss of wages, garments, profit, employee pay, or other compensation related to machine downtime.
• Onsite Training: Onsite operator training is not included.
• Return of Parts: Products or parts sent under warranty must be returned to PrintDirect US within the specified period.

 Liability and Legal Aspects: 

This limited warranty will be void if the machine is tampered with or modified without prior written approval from a PrintDirect Representative, or if the serial number has been altered or removed. This warranty does not cover software.

PrintDirect US’s liability under this warranty is limited to the repair or replacement of defective parts or products, and will not exceed the purchase price of the product. Any claims against PrintDirect US must be filed in the courts of Florida. This limited warranty is exclusive and supersedes all other warranties, whether expressed or implied, including implied warranties of merchantability and fitness for a particular purpose. Any implied warranties not excluded by law are limited to the duration of this one-year warranty. PrintDirect US will not be liable for any indirect, special, or consequential damages (including loss of data or profit), even if advised of the possibility of such damages. The purchaser may have additional rights depending on their jurisdiction.

Contact Information:

 For warranty support, please contact PrintDirect US Customer Support during the warranty period by submitting a request through our support contact form at https://printdirectus.com/contact-support. Support is available Monday through Friday, from 9 AM to 5 PM ET. 

Billable:

If PrintDirect US finds that the issue is not covered under warranty due to any of the conditions mentioned, we will notify you and provide information on available alternatives at a charge. 

Replacement Parts:

 Parts used for warranty repairs may be either new or refurbished, with refurbished parts performing at the same level as new ones. Replacement parts are covered for the remainder of the original warranty period, provided that the customer maintains the machine as required. Parts replaced during repairs become the property of PrintDirect US. If a machine replacement is necessary, PrintDirect US may opt to provide either a new or refurbished product of equivalent functionality. The replacement machine will be covered for the remainder of the original warranty period. Any extended warranty due to downtime is at the discretion of PrintDirect US staff. 

Return Policy:

 For product returns under warranty, PrintDirect US will provide a Return Materials Authorization (RMA) Number. If a PrintDirect US Representative determines that an RMA is required for your product, please follow the standard procedure to process the RMA.