Warranty and support after purchase

We're proud to have been consistently rated the #1 print brand for service and support by New Zealanders*.

Our commitment to you doesn't stop when you leave the store with a Brother product. We support our products. That means we support you.

*According to GFK research 2011, 2012, 2013 & 2014, and Perceptive research 2015

Our up-and-running commitment

We're committed to being at your side from the moment you purchase a Brother printer. Our up-and-running commitment is proof of that.

If you call us after purchase, we'll do the set-up of your printer for you. We have unique software that allows us to remotely connect to your computer so we can fully set up your printer. It means no hassle, you don't have to do anything, and it takes no time at all!

Our 4-year onsite warranty commitment - Print

And we don't let you down once we've got you up and running.

When you purchase a Brother machine and our genuine inks or toners, we'll support you every step of the way with our 4-year onsite warranty commitment, unrivalled by other print brands. If we can't solve your problem over the phone, we'll send an approved Brother Service Technician to repair your machine - free of charge.

With Brother, you can have peace of mind that we are always "At Your Side". To keep your Brother machine running in optimal condition we recommend using only genuine Brother Consumables. By using Brother Consumables, you'll automatically enjoy our exclusive 4-year onsite warranty.* Please read full terms and conditions here.

*For onsite warranty claims where the machine is over 30km from an authorised Brother service centre, you will be liable for the additional travel costs.

A note on non-genuine consumables

Brother has the most responsive customer warranty offer in the market. Part of our commitment to you, is to provide exceptional service and unrivalled warranty support. We do this by offering a 4 year on-site warranty if you use genuine Brother consumables.

We at Brother are aware of some compatible and refill companies suggesting that your Brother warranty is preserved, even if you should use non-genuine Brother inks and toners.

This misrepresents the situation – the use of non-genuine consumables will affect a warranty claim for any of the direct printing functions of your printer. We are not able to guarantee the performance of other people’s products, or the damage they might cause, if used in our machines.

In the event you chose to use compatible or refilled products in your Brother machine, your eligibility to participate in our 4 year onsite warranty promise becomes void. While your warranty would reduce to a standard 12 months Return To Base warranty, even this would not apply if the presenting fault is attributable to the non-genuine consumable you used.

A safe way to ensure that you are buying genuine Brother consumables, is to look for the Brother logo on the packaging. If the product does not have our logo, it is not genuine and may void any warranty claim. If in doubt, you can contact our NZ Helpdesk Team on 0800 329 111

Avoid future hassles and cost by ensuring you use genuine Brother consumables – you’ll also have Brother’s 7 day Kiwi helpdesk and nationwide technical support team at your side.

Our 4-year warranty – Label Makers

When you purchase a Brother label maker machine, our commitment to you continues well after you leave the store. We are so confident in the quality of our products that we provide a 4-year warranty commitment on all our label maker machines from date of purchase. Just give us a call or visit the store of purchase for more info.

Our 3-year and 5-year warranty – Sewing & Craft

We're committed to being at your side from the moment you purchase a Brother Sewing or Craft Machine. We are so confident in the quality of our products that our machines are fully warranted against defective materials and manufacturing faults for at least 3 years from the date of purchase.

Machines with up to a $1000 RRP (including GST) have a 3 year warranty, while we've extended this warranty for machines with over a $1000 RRP (including GST) to 5 years.

For full details as well as terms and conditions, read here.