Shipping and delivery
Machines are made or prepared to order. Production time, shipping method, cost and estimated delivery date are confirmed in your written quote. Delivery times are estimates and can be affected by customs, carriers and weather.
Unless your quote says otherwise, shipping costs are separate, and import duties, taxes and local fees are paid by the buyer. Large machines may need a forklift or lifting equipment on arrival. Please inspect the packaging on delivery and tell us about any visible damage straight away, with photos.
Installation and compliance
Please make sure the electrical supply, plug, water, drainage and any internet connection needed match the machine details in your quote. Some places require permits or licences. Installation by a qualified person is recommended where electrical or plumbing work is involved.
Warranty and support
Each machine carries the warranty of its manufacturer. The warranty period, what it covers and how to claim are stated in your written quote and start from the date the machine is shipped unless the quote says otherwise. Warranty normally does not cover misuse, wrong voltage or water supply, lack of maintenance, unauthorised repair, wear parts such as printheads and consumables, or damage caused by shipping that was not reported in time. Contact us and we will help you reach the right support for your machine.
Returns, cancellations and refunds
Because machines are made or configured to order, they cannot be returned or cancelled once production has started unless we agree in writing. Before production starts, cancellation and refund terms are those in your written quote. If a machine arrives faulty or very different from the confirmed specification, contact us within the period stated in your quote, with photos or video, and we will work with the manufacturer to repair, replace or refund as appropriate. Nothing here limits any rights you have under consumer protection law.
Complaints
If something has gone wrong, please use our contact page and choose "Complaint". Please include your quote reference, the machine and what happened.