Printomize America warrants factory-original parts on our DTF film cutters against defects in materials and workmanship for one year from the date of purchase. This warranty is valid for the original purchaser only and is non-transferable.
Proof of purchase β your invoice or order number β is required for any claim.
This warranty applies to:
What is covered
All factory-original parts are covered for 12 months, except the wear items listed below. Cutter coverage is a single level β there are no tiers.
Once the warranty period ends, troubleshooting and the cost of parts are the customer's responsibility.
What is not covered
Components considered fair wear and tear:
- Blades
- Cutting mat
- Air hoses
- Belts
This warranty also does not cover:
- Physical, cosmetic, or shipping damage caused by carriers. Claims for carrier damage must be opened directly with the carrier.
- Damage from fire, flood, lightning, improper electrical current, software problems, or interaction with non-Printomize America products.
- Damage from improper installation, failure to follow instructions, improper or abnormal use, misuse, neglect, or accident β including improper storage, or transporting the product without correct preparation and packaging.
- Unauthorised adjustments, modifications, or added accessories.
- Normal wear and tear, or external causes beyond our reasonable control.
How to make a claim
Remote diagnosis is a required first step. Claims must begin with a video call with our technical team. Parts ordered or repairs carried out without completing this step are not covered.
- Contact us with your order number and a description of the fault
- Complete a video diagnosis call β included at no charge
- Receive authorisation for the replacement part or return
Email: info@printomizeamerica.com
Phone: +1 323-761-9198
Hours: Monday to Friday, 9:00 AM β 5:00 PM PST
Technical support
Remote support by video call β included at no charge, and required before a claim. Our technical team identifies the fault, confirms which part is needed, and walks you through fitting it. In most cases this resolves the issue without shipping the machine anywhere.
On-site service visits β available nationwide. If you would prefer a technician to attend in person, we can arrange a visit anywhere in the United States. Service call charges are quoted on request, as they depend on your location and the travel involved. Our published in-person service rate is $150 per hour.
Service call charges apply whether or not the equipment is under warranty. This warranty covers parts β it does not cover on-site labour or travel.
Self-installation
You may fit replacement parts yourself, and our video support is there to guide you through it. Printomize America is not responsible for damage arising from self-repair.
Shipping and packaging
Warranty parts ship free by UPS Ground. If you need a part urgently, express shipping is available β you pay the difference between the express service and standard UPS Ground.
Customers are responsible for shipping to and from Printomize America in Torrance, CA when a machine must be returned for repair.
Equipment must be properly packaged for transit. Printomize America is not responsible for damage caused by inadequate packaging β in either direction.
Equipment must be returned in its original Printomize America crate. If the original crate is no longer available, a replacement can be purchased for $500 plus shipping, or you will be billed for a new crate to return the equipment.
Replacement parts
All defective parts replaced under this warranty must be returned to Printomize America, Torrance, CA within 15 business days at the customer's expense. If they are not received within that window, the replacement part will be invoiced.
Defective on arrival
Report any missing or non-working parts within 10 days of delivery. Within that window, Printomize America covers both the parts and the shipping. After 10 days, the standard warranty terms above apply.
Replacement equipment
Equipment must be returned for repair. Replacement units are issued only where we determine a machine cannot be repaired, and will be new or refurbished to like-new condition.
Downtime
Printomize America does not provide loaner equipment during repair or shipping, and is not responsible for losses arising from downtime.
What voids this warranty
- Alteration or modification of the product
- Repairs attempted without prior authorisation from Printomize America
- Use of unauthorised parts