This policy explains warranty coverage for eligible products and equipment, including manufacturer warranties, exclusions, service requirements and the process for submitting a warranty claim.
Warranty Policy
Apex PrintPack supplies equipment, accessories, consumables and related products from various manufacturers, distributors and suppliers. Warranty coverage may differ depending on the product, brand, manufacturer and terms applicable at the time of purchase.
Warranty Coverage
Where a product is supplied with a manufacturer's or supplier's warranty, the applicable warranty period and conditions will normally be those specified by that manufacturer or supplier.
Where applicable, warranty information may be provided in the product documentation, quotation, invoice, warranty card or other communication relating to the order.
Warranty Period
The warranty period varies between products and manufacturers.
Unless expressly stated otherwise by Apex PrintPack, the applicable warranty period will be determined by the manufacturer's or supplier's warranty terms for the particular product.
The warranty period will normally begin from the date specified by the applicable manufacturer or supplier, which may be the invoice, delivery, installation or commissioning date depending on their warranty conditions.
Manufacturer Warranty
Certain warranty claims may need to be inspected, approved or serviced directly by the manufacturer, authorised service centre, distributor or supplier.
Apex PrintPack may assist customers in coordinating such claims where appropriate, but the final warranty determination may be made by the organisation providing the warranty.
What a Warranty May Cover
Subject to the applicable manufacturer's terms, warranty coverage may include manufacturing defects or failures arising during normal and intended use of the product.
The exact coverage depends on the particular product and its applicable warranty terms.
Warranty Exclusions
Unless specifically covered by the applicable manufacturer or supplier, warranty may not apply to problems resulting from:
- Accidental or physical damage.
- Improper installation, operation or handling.
- Misuse or use outside the product's intended purpose.
- Electrical fluctuations, incorrect voltage or unsuitable electrical supply.
- Water, moisture, fire or environmental damage.
- Unauthorized modification, repair or servicing.
- Failure to follow operating or maintenance instructions.
- Normal wear and tear.
- Consumable components or parts subject to routine replacement.
- Damage occurring during transportation after delivery where transportation was independently arranged by the customer.
Additional exclusions may apply according to the manufacturer's warranty conditions.
Consumables and Wear Parts
Consumable products and components that naturally wear during normal operation may not be covered under equipment warranty unless specifically stated otherwise.
Examples may include inks, cartridges, ribbons, printheads, rollers, blades, filters and other consumable or wear-related components, depending on the equipment and manufacturer's terms.
Installation and Commissioning
Certain equipment may require installation, commissioning or setup according to manufacturer specifications.
Where professional installation is required as a condition of warranty, installation by an unauthorised person or improper installation may affect warranty eligibility.
Customers should follow the installation requirements communicated for the applicable equipment.
Warranty Service
Depending on the product and warranty arrangement, warranty service may be provided:
- At the customer's location;
- At an authorised service centre;
- At the manufacturer's or supplier's facility; or
- Through another service arrangement specified for the product.
Transportation, technician travel, accommodation, onsite service or other expenses may or may not be included in warranty coverage. These conditions depend on the applicable warranty terms.
Making a Warranty Claim
To report a product issue under warranty, customers should contact Apex PrintPack and provide available information including:
- Customer or company name;
- Invoice or order number;
- Product name and model;
- Serial number, where applicable;
- Description of the problem;
- Photographs or video showing the issue, where useful; and
- Any additional diagnostic information requested.
Providing complete information can help us determine the appropriate service or warranty process more quickly.
Inspection and Diagnosis
A product reported as defective may require inspection or diagnosis before warranty coverage can be confirmed.
If inspection determines that the issue is outside warranty coverage, repair, replacement parts, transportation, technician visits or other services may be chargeable.
The customer will be informed of applicable charges before chargeable work is undertaken where reasonably practicable.
Replacement Under Warranty
A warranty claim does not automatically entitle the customer to a replacement product or refund.
Depending on the applicable warranty terms and nature of the fault, the remedy may involve diagnosis, repair, replacement of a defective component, replacement of the product, or another solution determined by the warranty provider.
Returns and Refunds
Warranty claims relating to faults occurring after delivery are separate from ordinary returns or cancellations.
Requests relating to incorrect, damaged or unwanted products should be considered under our Returns & Refunds Policy or Cancellation Policy as applicable.
Contact Us
For warranty assistance, please contact Apex PrintPack using the contact information provided on our website and provide the relevant product and purchase information.