Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and for compensation for any other reasonable foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure. Should you wish to make a claim under the Australian Consumer Law, please contact us using the details set out below.
- A major failure may include, but is not limited to, DOA (dead on arrival) operation.
- Acceptable quality examples may include, but are not limited to, broken glass or heat lamp on receipt due to transport damage, delivery marking/ indentations/ lumps/ dents on the product, damaged carriers, damaged carton or product labelling.
- Sufficient use of the product may be determined, but is not limited to, markings or discolouration on the internal rollers. As per Our Warranty the machine must be operated using only an authorised Carrier which protects and leaves no marks on the roller. Any markings or discolouration on the roller will have deemed the machine warranty expired through improper usage (inside the original warranty period) or sufficient use by the customer (outside the original warranty period) and the part is a consumable in need of replacement outside warranty.
- Claims for acceptable quality should be made BEFORE the product has been opened or used. Where a product has been used we may determine you have accepted the quality of the product and forgo the need for a replacement to be issued.

Our Warranty

This product contains consumable items including heat lamp, rollers, Control PCB, parts and accessories that require ongoing maintenance and/or replacement after a period of use. This product is covered by manufacturers warranty set out in this document (Our Warranty). Our Warranty is for a period of twelve (12) months from the original date of purchase or where sufficient usage has been obtained by the customer in which case the 12 month warranty will have expired, which ever may occur first, and is in addition to (and does not exclude, restrict or modify) any rights or remedies to which you may already be entitled to under the Australian Consumer Law or any other relevant law relating to this product.

Our Warranty (which is subject to the ‘Warranty Conditions’ below) covers rectification of any fault arising from defective materials or components, or faulty workmanship. The product will be repaired or replaced at our the option, and all costs of cleaning, removal, cartage, freight, travelling expense and insurance are to be paid by the claimant.

In order to obtain a warranty service you may be required to return the product for inspection and evaluation, along with evidence of purchase (including this warranty form with original serial number label, the price paid and the date the item was purchased) for a determination of whether the warranty applies.

If you have been asked to return the product and the product is defective and covered under the applicable warranty period, we shall provide the appropriate warranty service and reimburse you the reasonable shipping costs (excluding overnight freight costs, insurance costs, import documentation/ customs/ duty/ quarantine/ fumigation costs).

If the warranty does not apply due to improper usage, sufficient usage, negligence or the warranty period has expired, you will not be reimbursed for the reasonable shipping costs and may charge you to repair and return the product to you (if you instruct us to do so).

Should you wish to make a claim under Our Warranty log into your account and visit the Resolution Centre on the website - you can allocate a claim against your invoice, everything is recorded and there' no chance of your urgent requst 'going missing', Alternatively you can phone Warranty Support directly on +61 (02) 9979 9700 who will perform this manually for you.

Warranty Conditions

Our Warranty is subject to the following conditions:

1. That the product was purchased from an authorised NEHOC Australia distributor.
2. That the customer carefully follows all manuals, instructions and guides provided with the product relating to the proper unpacking, unlocking, installation, usage, cleaning, maintenance, cooling, storage and care of the product and does not use the product for any purpose other than the use for which is has been designed.
3. The customer complies with all relevant electrical wiring regulations when installing and using the product, including the use of a device to protect against electrical over-voltages or surges that may damage the product.
4. The product is allowed to cool after each use, with the automated cool down process completing, prior to removal from power (faults are recorded in the onboard software for inspection/ review)
5. The product is removed from all power outlets when not in operation for longer periods of time, including overnight, as per the manufacturers operating guide.
6. Our warranty does not extend to, or include, improper use which includes, but is not limited to;

a) Defects caused by normal wear and tear, accident, negligence, tampering or removal of machine labelling, alteration, abuse, misuse or by any cause unrelated to defective materials and/or workmanship.
b) Damage caused by insufficient cooling both during and after use, or where machine is turned off and cooling not allowed to occur after use, including but not limited to activation of Red LED Service Mode.
c) Damage to surfaces coatings caused by using products not recommended in the instructions or website.
d) Dust, paper or objects inside the machine resulting in roller/ glass/ heat lamp damage or failure resulting from improper cleaning and/or improper usage.
e) Product is designed for use with an approved NEHOC Carrier only (either code CS04 or R-TCA4). Use of homemade or other brand carriers, or failure to use a carrier within the warranty period is deemed improper usage.
f) Any product dismantled, opened, repaired or serviced by any person other than an authorised employee of NEHOC Australia.

The provision of service under Our Warranty is limited by the boundary of the nearest service agent. Where a local service agent is unavailable, all warranty claims must be returned to NEHOC Australia Service Department Sydney Warehouse.

Imported and serviced by NEHOC Australia Pty Ltd
Phone: (02) 9979 9700   |   E-mail: support@thermal-copier.com   |   Product website: www.thermal-copier.com