How warranty cover begins and what it includes
Warranty cover starts on the date of delivery or installation, depending on the supply agreement for the machine. In most cases, cover applies to manufacturing faults and parts that fail during normal use, provided the equipment was installed correctly and operated by trained staff.
For small garment and textile businesses in Johannesburg, Pretoria, Durban, Cape Town and Bloemfontein, the warranty is there to protect your working stock and keep production moving. It is meant for defects in the machine itself, not wear from daily printing, poor cleaning, incorrect inks, or power interruptions that could have been avoided.
- Direct-to-fabric printers supplied by Fabric Printer
- Heat presses supplied as part of a machine package
- Factory-fitted electrical and mechanical components
- Initial faults reported within the warranty period
What is not covered under warranty
Some faults fall outside warranty and are handled as paid repairs or servicing. This includes damage caused by operator error, missed maintenance, blocked ink lines from poor flushing, incorrect storage of inks or media, and use of consumables that are not suitable for the machine.
Warranty also does not cover damage from power spikes, unstable supply during load-shedding, flood water, fire, rust from coastal humidity, or relocation that was done without proper preparation. In places like Durban or other coastal areas, humidity and salt in the air can affect electrical parts if the machine is not stored and maintained properly.
- Accidental damage, dropping parts, or rough handling
- Water damage, fire damage, theft, and vandalism
- Consumables, cleaning fluids, and routine wear items
- Repairs carried out by unauthorised persons
How to log a warranty claim
If something is not working correctly, please use the enquiry form on our contact page and give full details of the fault. Include the machine model, serial number, date of installation, a short description of the problem, and clear photos or video if possible. This helps us decide fast whether it is a warranty matter or a maintenance issue.
Our team will first try remote troubleshooting where suitable. Ayesha Patel and Lerato Molefe often help clients gather the right information, while Thabo Nkosi and Johan van der Merwe can assess whether the fault needs service visit or parts replacement.
- Switch the machine off safely if you notice smoke, burning smells, or unusual noise
- Do not continue printing on a faulty unit
- Keep the original invoice and installation record
- Wait for written confirmation before sending parts or moving the machine
Service response times and support process
We aim to acknowledge warranty claims as quickly as possible during business hours. Response time depends on where the machine is based, the type of fault, and whether it can be solved remotely. Germiston clients may receive faster site support through the Wadeville base, while clients in Pretoria, Midrand, Boksburg, Cape Town, Durban and Bloemfontein are assisted through the nearest support area.
Simple issues such as settings, minor alignment problems, or questions about ink handling can often be handled remotely. More serious faults may need a technician visit, printhead inspection, ink system flushing, or parts replacement. We always try to keep the machine running with the least downtime possible, but some repairs need the unit to be paused until testing is complete.
- Remote troubleshooting for setup and fault checking
- On-site inspections where travel and access allow it
- Parts supply if the fault is covered by warranty
- Paid labour if the issue is not warranty related
Owner responsibilities that keep cover valid
To keep warranty cover valid, the owner must use the machine as trained, follow cleaning schedules, and keep a record of servicing. Preventive servicing matters a lot in textile production, especially where dust, lint and heat build-up can affect print quality. A missed maintenance task can turn a small issue into a bigger one, and that can affect the claim outcome.
We recommend regular operator training and colour profiling checks, especially after moving premises, changing ink batches, or restarting after a long shutdown. In many cases, a simple re-calibration saves the client from avoidable downtime.
- Use approved inks and compatible media
- Allow proper warm-up and shut-down time
- Keep the machine in a dry, stable room
- Report faults as soon as they appear
When a warranty claim becomes a paid repair
If inspection shows the problem was caused by misuse, neglected maintenance, electrical instability, or non-approved consumables, the repair is treated as a normal service call. We will explain the issue before any work continues, so you know the likely cost and the next step.
In cases where a part is not covered, we can still supply spares, arrange cleaning, or complete a breakdown repair on a chargeable basis. Many clients choose a maintenance contract after the first major repair because it gives better control over servicing and helps avoid unplanned stoppages.
If you are unsure whether your fault is covered, send the details through the contact page first. It is better to check early than to strip the machine or try a fix that may make things worse, which happens more often than people think.
