Brother 2-Year On-site Labelling Warranty Scheme
(Titan TJ series only)

Terms and Conditions

Brother International (NZ) Limited is the authorised New Zealand distributor of Brother Labellers 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 Printer is shown to be defective for any reason.

The Brother 2 year on-site warranty for Brother Labellers (2-Year 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 2-Year On-Site Warranty Coverage:

Subject to these Terms and Conditions, Brother warrants for the benefit of each Eligible Customer that new Brother Labellers will be free from defects in manufacturing and materials under normal use for a period of 2 years after purchase from an authorised Brother retailer or reseller (Warranty Period).

Eligibility Criteria for 2-Year On-Site Warranty:

To be an Eligible Customer for the 2-Year On-site Warranty, you must:

  • be a New Zealand resident and accept these Terms and Conditions.
  • have purchased a Brother Labeller 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 Labeller remains eligible for the 2-Year On-Site Warranty as it is within the Warranty Period.
  • The only Brother Labeller covered by this 2-Year On-site Warranty is the Titan TJ series.
  • The Brother Labeller has a print head (including platen roller) part that is covered by the On-Site Warranty up to a maximum 25km of usage on the print head.

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 Labeller during the Warranty Period, you may make a claim under this 2-Year 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 2-Year On-Site Warranty claim.

If you have made a valid claim under this 2-Year 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 2-Year On-Site Warranty applies, Brother will: 

  • send a Brother Authorised Service Technician to your premises to restore your Brother Labeller to good working order; and as required, arrange for the replacement and installation of any defective parts or materials as may be necessary.
  • 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 2-Year On-Site Warranty claims where the Brother Labeller is situated over 30 km from a Brother Authorised Technical Service Provider, you will be liable for the additional travel costs.

Dispatch of a Brother Authorised Service Technician is free during normal business hours, which are 8.30am to 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 Eligible Customer will be required to pay these costs directly to the Brother Authorised Technical Service Provider.

The liability of Brother under this 2-Year 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 because of manufacturing or faulty material. All repairs and/or replacements carried out pursuant to this 2-Year On-Site Warranty must be carried out by or through 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 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.
  • 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.
  • 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 Labellers of this warranty. 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 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.   


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