Warranty
The warranty starts on arrival — and it is written down.
The warranty runs from the arrival of the goods at the destination port. The normal period is 12 months; on larger projects, after a special negotiation or where the contract states it, the period extends to 13–16 months.
The period that counts is the one in your PI or contract. An extension is only valid in writing — never as a verbal promise at the end of a negotiation.
- Agreed warranty rule
- 12-16 months from arrival at the destination port; the exact period is confirmed by the project documents.
When something fails
Report it to your project contact.
After delivery you keep the same contact — the one who followed your order from the first quotation to after-sales, with our engineering and service teams behind them. Send what you have; the list simply makes the judgement faster.
What to send with your report
- Order number
- Machine nameplate
A photo of the plate on the machine.
- Fault description
What happens, and since when.
- Photos and video
- Operating parameters
- What you have already tried
How a case is judged
- Freight on a warranty part
- Where a part fails for a quality reason, we cover the sea freight. Where the cause is incorrect use, we do not cover the sea freight.
Knives, screens and similar normal consumables sit outside the standard warranty.
Performance issues
Worked through in a fixed order.
When the issue is output or quality rather than a broken part, the check starts with what the machine is fed and how it runs — not with a guess. Most causes surface in the first steps; replacement parts, a modification or an on-site visit come later, and only if they are actually needed.
Where the cause is confirmed to be the equipment’s design or manufacture, we carry the cost of putting it right.
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The actual material
What is really being fed, against what the line was quoted for.
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Capacity and operating parameters
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Utilities
Power supply, cooling water and the rest of what the line draws on.
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The operating method
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Upstream and downstream interfaces
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Remote adjustment
Guided by our engineers, at no cost.
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Replacement parts or a modification
Only where the steps before point to them.
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On-site service or a retest
Arranged when remote work cannot settle it.
After the warranty
The support does not stop with the warranty.
Old machines keep their contact, their records and their remote support — the warranty period only changes what is free of charge.
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Lifetime remote support
Fault diagnosis, operation advice and parts identification stay available after the warranty ends.
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Parts after the warranty
Supplied at cost or at a favourable price; the freight is then on the customer.
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On-site service & retrofits
Larger modifications and on-site visits are quoted separately, per project.
Ordering a spare part
The right part, identified before it is priced.
Compatibility is always confirmed against a record or a sample — never assumed from a similar-looking machine.
Your machine came from us
The part is confirmed from the original equipment record, your order history or the drawings — and supplied at cost or at a favourable price.
Another maker’s machine, or no record
Send the dimensions, a drawing, photos or a sample. Compatibility is confirmed before anything is quoted, and the part is priced at the normal commercial rate.
What to include in your request
- Machine model
- Order or serial number
- Part name
- Quantity
- Dimensions
- Photo or drawing
- Payment for parts orders
- Small orders and spare parts within USD 5,000 are usually 100% prepaid by T/T.