Warranty & Service
Last updated: October 2026
Quick answer: Every order carries a written warranty: plates against manufacturing defects, machines with a parts-and-service warranty from commissioning. Claims are handled against batch records and acceptance documents — contact our team with your order number.
Key takeaways
- Plates are covered against manufacturing defects, judged against the TDS for your order.
- Machines carry a parts-and-service warranty from commissioning, with remote diagnostics and spare parts supply.
- Claims are handled against batch records and acceptance documents, not opinions.
- Warranty periods and exclusions are confirmed in the quotation/contract and your order documents.
Buyers tell us warranty claims go in circles, and that warranty pages never match the paper. Our approach is simple: claims are handled against batch records and order documents, so both sides look at the same evidence.
What the warranty covers
- Plates: manufacturing defects — coating faults, handling damage in transit, out-of-specification batches — against the TDS for your order. Use and press-condition issues are worked through with support rather than argued over.
- Machines: parts and service warranty from commissioning, with remote diagnostics and spare parts supply for the models we ship.
How claims work
Report in writing with the order number and batch label, keep suspect material available, and we respond against the batch records kept for every production run. Warranty periods and exclusions are stated in your order documents — there is no website promise that differs from the paper.
What to include in a claim
| Item | Plates | Machines |
|---|---|---|
| Reference | Order number and batch label photo | Order number and machine serial plate photo |
| Description | Defect seen, where (plate room or press) and how many plates affected | Fault, error messages and when it started |
| Evidence | Photos of plates, remaining stock from the same batch kept aside | Photos or video, log files where available |
| Process conditions | Platesetter, processor and chemistry settings used | Recent maintenance and operating conditions |
With this information our team checks the batch records or the acceptance documents from commissioning and replies in writing with the finding and the remedy — replacement, credit or on-site / remote service, as set out in your order documents. Because every step is in writing, claims do not go in circles between sales and production.
To start a claim or ask a warranty question, contact us with your order number on the contact page.
After warranty, support and spares continue through the same channel: technical support. See also quality control and shipping & packaging.
Disclaimer: this page is a summary for reference only; warranty periods, coverage and exclusions are subject to the quotation/contract and your order documents.
