Brother On-site Garment Printer Warranty
(GTX4 series only)

Terms and Conditions

Brother International (NZ) Limited is the authorised New Zealand distributor of Brother Garment Printers and is referred to in these Terms and Conditions as Brother.

These Terms and Conditions set out Brother’s legal obligations to you where your Brother Garment Printer is shown to be defective for any reason.

The Brother on-site warranty for Brother Garment Printers (On-Site Warranty) is provided to Eligible Customers by Brother and is subject to these Terms and Conditions. Not all defects are covered by the Warranty and any claim under this Warranty is subject to strict compliance with these Terms and Conditions. 

Description of On-Site Warranty Coverage:

Subject to these Terms and Conditions, Brother warrants for the benefit of each Eligible Customer that new Brother Garment Printers will be free from defects in manufacturing and materials under normal use for the periods set out in the clause titled Coverage Limits for On-Site Warranty, following purchase from an authorised Brother retailer or reseller (On-Site Warranty Period).

Eligibility Criteria for On-Site Warranty:

To be an Eligible Customer, you must:

  • be a New Zealand resident and accept these Terms and Conditions.
  • have purchased a Brother Garment Printer and/or consumable in New Zealand from a participating, authorised Brother retailer or reseller and retain a valid proof of purchase that establishes the date of purchase and verifies the Brother Garment Printer remains eligible for the On-Site Warranty as it is within the On-Site Warranty Period.
  • use only Genuine Brother Consumables1 in the operation of your Brother Garment Printer. Should you make a claim against this On-Site Warranty and, upon inspection, an Approved Brother Service Technician determines that you are using or have used third party consumables that are not Genuine Brother Consumables (whether advertised as compatible or otherwise) , you are not an Eligible Customer and your Brother Garment Printer will cease to be subject to this On-Site Warranty.  
  • Have signed and adhered to the Garment Printer Training and Maintenance Memorandum of Understanding.
  • Have performed the necessary machinery maintenance and can be verified by the log file.

Coverage Limits for On-Site Warranty:

The following coverage limits apply:

Coverage Limits


Coverage limits

Original part

1 year after installation or within 25k prints, whichever is first

Replaced part

1 year after replacement

Original Head

Within 2 years of installation or within 25k prints, whichever is first

Replaced Head

1 year after replacement or within 15k prints, whichever is first

How to claim under the On-Site Warranty:

If you are an Eligible Customer and you encounter a technical issue or other defect in operation in relation to your Brother Garment Printer during the On-Site Warranty Period, you may make a claim under this On-Site Warranty.

In order to claim under this On-Site Warranty, you must first call us on 0800 329 111 and provide reasonable particulars of the defect claimed and your status as an Eligible Customer.

A Brother NZ Helpdesk representative will attempt to help resolve that technical issue by consultation. 

Note, a Brother NZ Helpdesk representative will generally seek to assist you whether your claim is valid or not. Assistance from the Brother NZ Helpdesk is not confirmation by Brother that you have a valid On-Site Warranty claim.

If you have made a valid claim under this On-Site Warranty, have made a genuine effort to troubleshoot your issue and have complied with the directions of our Brother NZ Helpdesk representative, and we accept that your technical issue or other defect remains unresolved and constitutes a defect in manufacturing and/or materials to which this On-Site Warranty applies, Brother will: 

  • send an Brother Authorised Service Technician to your premises to restore your Brother Garment Printer to good working order; and as required, arrange for the replacement and installation of any defective parts or materials as may be necessary to restore your Brother Garment Printer to good working order.
  • In the event of total machinery failure, you may choose for Brother to replace the machinery on a like for like basis, or provide a refund of the original purchase price, via the place of purchase. 

For On-Site Warranty claims where your premises at which the Brother Garment Printer is situated is over 30 km from a Brother Authorised Technical Service Provider, you may be liable for the additional travel costs.

Dispatch of a Brother Authorised Service Technician is free during normal business hours, which are 8.30-5.00pm Monday to Friday.  Any after-hours call-out is subject to availability and may incur additional fees at the Eligible Customer’s cost. Brother will confirm such costs prior to completing the call-out and the Customer will be required to pay these costs directly to the Brother Authorised Technical Service Provider.

The liability of Brother under this On-Site Warranty is limited (at Brother’s option) to the repair of the relevant Brother product or to the replacement or repair of parts found by Brother to be defective as a result of manufacturing or faulty material. All repairs and/or replacements carried out pursuant to this On-Site Warranty must be carried out by a Brother Authorised Service Technician. Upon replacement, all defective parts become the property of Brother. 

What this On-Site Warranty Doesn’t Cover:

  • Purchases by persons other than Eligible Customers.
  • Replacement or refill of consumables.
  • Damage caused by accident, neglect, misuse, abuse, improper installation or operation, acts of God (unpreventable event caused by the forces of nature), foreign matter entering the product such as liquid, moisture, insect infestation or dirt. 
  • Damage caused or defects arising from service, maintenance, modification or tampering with Brother products by anyone other than a Brother Authorised Service Technician, or where a customer has used consumables that are not Genuine Brother Consumables (whether advertised as compatible or otherwise).
  • Use of Brother products other than for their intended purpose or in a manner contrary to any product manuals or instructions.
  • Any compensation or remedy other than the compensation and/or remedies set out in the section titled ‘How to Claim under an On-Site Warranty’.Any indirect, incidental or consequential loss, cost or damage to an Eligible Customer (including but not limited to loss of revenue, loss of profit, loss of opportunity, loss of goodwill and wasted time).   

General Conditions:

  • Brother reserve the right to refuse any claim under these Terms and Conditions should we determine that you are not a bona fide claimant, have provided us with false or misleading information, or that you otherwise do not meet the criteria set out in these Terms and Conditions. You must respond to Brother’s reasonable requests for information so that Brother can assess the validity of any claim under the On-site Warranty.
  • Brother will not be liable for any failure to fulfil its obligations under these Terms and Conditions to the extent that such non-fulfilment results from circumstances beyond its reasonable control.
  • Brother is not liable for any loss, damage or injury of any nature however caused or sustained by any person in connection with any act or omission of Brother under these Terms and Conditions.
  • These Terms and Conditions are governed by New Zealand law. 
  • To the maximum extent permitted by law, but subject to the rights of consumers under the Consumer Guarantees Act 1993, Brother makes no other warranties or representations (either express or implied by law) with respect to the Brother Garment Printers. The remedies set out in these Terms and Conditions are, to the maximum extent permitted by law, the sole remedies for Brother customers in relation to the sale and use of Brother products.
  • If the Garment Printer you have purchased is being used for business purposes, then you (as the Customer) acknowledge that the Consumer Guarantees Act 1993 will not apply.  
1 Genuine Brother Consumables are products manufactured by or at the order of Brother for use with Brother Garment Printers. Genuine Brother Consumables will bear the Brother logo on their packaging and include ink and pre-treatment for Garment Printers, which are purchased for use in the machine.


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