Warranty & After-Sales Service

At XINFLYING, reliable equipment performance and responsive technical service are central to our customer support commitment. Our printing machines are inspected before delivery, and our team provides installation guidance, troubleshooting assistance, spare-parts support, and long-term technical service for customers worldwide.

This policy applies to machines purchased directly from XINFLYING or through an authorized XINFLYING distributor, unless otherwise agreed in writing.

1. Quality Inspection Before Delivery

Before shipment, each machine is subject to functional testing and quality inspection to help ensure stable operation.

Our inspection process may include:

  • Machine assembly and component inspection
  • Printing and operating tests
  • Electrical and control-system checks
  • Final debugging before packing and shipment

We use selected components and suppliers where appropriate, including internationally recognized parts and printhead technologies.

2. Limited Hardware Warranty

Unless otherwise stated in the quotation, sales contract, or product-specific warranty document, XINFLYING provides a 12-month limited warranty for eligible printing equipment from the date of shipment.

The warranty may cover manufacturing defects in eligible non-consumable core components, including applicable electrical control parts, mainboards, motors, and mechanical components.

Some products, configurations, promotional orders, or distributor arrangements may have different warranty periods. In such cases, the written agreement or product-specific warranty terms will apply.

3. What Is Not Covered

The following items are generally not covered by the standard warranty:

  • Printheads after installation and successful testing
  • Ink, powder, film, paper, coating, cleaning liquid, and other consumables
  • Dampers, filters, ink tubes, caps, wipers, fuses, belts, lamps, rollers, and other wear or maintenance parts
  • Normal wear and tear
  • Printhead clogging, damage, or reduced performance caused by improper use, maintenance, ink handling, or environmental conditions

Warranty coverage also does not apply to damage or malfunction caused by:

  • Improper installation, operation, cleaning, storage, transport, or maintenance
  • Failure to follow XINFLYING operating or maintenance instructions
  • Use of incompatible inks, films, powders, parts, software, accessories, or other non-approved consumables
  • Unstable voltage, improper grounding, incorrect wiring, power surges, or lightning
  • Unsuitable working conditions, including excessive dust, temperature, humidity, or poor ventilation
  • Unauthorized repair, modification, disassembly, or replacement of components
  • Accidents, misuse, negligence, water damage, fire, or events beyond reasonable control

4. Technical Support

XINFLYING provides long-term remote technical support for customers using our equipment.

Support may include:

  • Installation and setup guidance
  • Basic machine operation training
  • Daily maintenance guidance
  • Printing and software troubleshooting
  • Ink circulation, powder-shaking, heating, and workflow support
  • Remote assistance via email, WhatsApp, video call, or other available communication channels

Support response times may vary according to time zones, product type, issue complexity, and local distributor arrangements.

5. Spare Parts and Repair Support

During the applicable warranty period, XINFLYING may provide technical guidance, repair solutions, or replacement parts for verified covered defects.

After the warranty period, technical support remains available. Customers may be responsible for the cost of replacement parts, shipping, labor, customs duties, local service fees, or other related charges.

Where customers choose to repair or modify equipment independently, XINFLYING is not responsible for damage, safety issues, or performance problems caused by unauthorized work.

6. Consumables Requirement

For stable performance and print quality, XINFLYING recommends using approved inks, films, powders, cleaning liquids, coatings, and maintenance supplies.

If non-approved or incompatible consumables cause damage, clogging, leakage, print defects, or component failure, warranty coverage for the affected components may not apply.

This requirement does not limit your statutory rights where applicable law provides otherwise.

7. RIP Software and Updates

Depending on the product configuration, XINFLYING may provide or recommend compatible RIP software solutions, such as RIIN, PrintFactory, Maintop, PhotoPrint, or CADlink.

Available software functions, licenses, updates, and support arrangements may vary by printer model, software provider, region, and purchase agreement. Any third-party software is subject to its own license terms and conditions.

8. Warranty Claim Process

To request warranty or technical support, please provide:

  • Machine model and serial number
  • Purchase order, invoice, or distributor information
  • A clear description of the issue
  • Photos or videos showing the problem
  • Relevant error messages or software screenshots
  • Details of consumables, operating conditions, and maintenance history
  • Steps already taken to troubleshoot the issue

Our technical team may request additional photos, videos, remote testing, or troubleshooting procedures before confirming the cause of a fault.

9. Customer Responsibilities

To maintain eligibility for warranty support, customers should:

  • Follow the supplied operating and maintenance guidance
  • Perform routine cleaning and maintenance
  • Maintain suitable voltage, grounding, temperature, humidity, and ventilation
  • Use compatible consumables and accessories
  • Keep machine information, purchase records, and maintenance records available
  • Cooperate reasonably during remote troubleshooting and technical inspection

10. Limitation of Liability

XINFLYING’s responsibility under this policy is limited to the repair, replacement, or technical support of eligible components, as determined by XINFLYING after assessment.

To the maximum extent permitted by law, XINFLYING is not liable for indirect or consequential losses, including production downtime, loss of profit, lost business opportunities, labor costs, customer claims, or damage resulting from improper operation, unauthorized modification, unsuitable consumables, or failure to perform required maintenance.

11. Contact Us

For warranty, spare parts, or technical support, please contact:

Email: info@xin-flying.com
WhatsApp: +86 189 9834 3141
Subject line: Warranty or Technical Support Request

Please include your machine model, serial number, and clear photos or videos of the issue so our team can assist you more efficiently.

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