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Warranty and support after purchase

We're proud to have been rated the #1 print brand for service and support by New Zealanders1. 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. Our on-going service for customers include access to our 24/7 NZ Helpdesk, a 4 Year On-site warranty for all our printers, and free recycling on Brother hardware and consumables.

According to Perceptive research 2018

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 software that allows us to remotely connect to your computer so we can fully set up your printer2. It means no hassle, you don't have to do anything, and it takes no time at all! And we don't let you down once we've got you up and running. Brother offers a comprehensive warranty on all products. 

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Printers - 4 Year On-site warranty

When you purchase a Brother printer and our genuine inks or toners,** we'll support you every step of the way with our 4-year On-site warranty, 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're eligible for our exclusive 4 Year On-site 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.

Label Makers - 4 Year Return-to-Base warranty

When you purchase a Brother label maker, 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 Return-to-Base warranty on all our Ptouch, QL and VC label makers from date of purchase. For full terms and conditions, click here.  

Sewing & Craft - 3 Year and 5 Year warranty

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 $1,000 RRP (including GST) have a 3 year warranty, while we've extended this warranty for machines with over a $1,000 RRP (including GST) to 5 years. For full terms and conditions, click here

 

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 for printers, and a 4 Year Return-to-Base warranty for label makers 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 non-Brother 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 for our 4 Year On-site or Return-to-Base warranty 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 24/7 NZ Helpdesk Team on 0800 329 111. 

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