Refund policy

You can always contact us for any return question at sales@primalgraphx.com.

LOCAL PICKUPS

Pickup is available at 3715 Scott Futrell Dr Charlotte NC 28208

Times will be prearranged please contact us at 704-458-9161 to arrange a pickup time

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.  We will gladly work with you in insuring that you have a functioning product if this means sending parts for repair or replacing damaged goods.  Assistance via phone, online or service calls (in person may result in a fee).

Warranty Claims & Electronic Parts Inspection To process a warranty claim for any electronic printer part, the item must be returned to our facility for physical inspection. This step is required to determine the specific cause of the fault and verify the condition of the part.

Upon receipt of the return, our technical team will conduct a thorough diagnostic inspection. Please allow 72 hours from the time we receive the item for this process to be completed. Once the inspection is finished, we will determine if the fault is covered under warranty and will proceed with either an approval for a refund/replacement or a denial of the claim.

We will not send replacement parts or issue a refund until we receive the part and determine whether or not it is covered under warranty.

Exceptions / non-returnable items
Printers, Film and Inks are non-returnable and non-refundable unless obviously defective.  We will make all efforts to repair or replace parts as needed on equipment.  Printers are non-refundable.  Print heads have no warranty.  If the issue is with the print head another can be purchased, and we will assist in installing. 

Certain types of items cannot be returned, like perishable goods (such as inks, powder and films), custom products (such as special orders or personalized items). We also do not accept returns for printheads (xp600/i3200 for example). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on items that have already been received.  We will assist you in troubleshooting issues.

We will not refund orders that have received replacements.

 Direct to Film, and sublimation are all made custom to order. There are no returns or refunds allowed on custom items.

Exchanges
There are no exchanges, but we will work with you in adjusting images if needed (color matching not guaranteed).  Printers, Film and Inks cannot be exchanged.  We will work with you in troubleshooting issues as needed.  

Refunds
No refunds are offered please contact us at sales@primalgraphx.com.

UPLOAD ERRORS 

Customer Errors: Errors made during the image upload process are the responsibility of the customer. Primal Graphx is not liable for mistakes made by customers when submitting files. 

Proofing: Customers are encouraged to carefully review proofs provided by Primal Graphx before finalizing orders. The client's approval of proofs indicates acceptance of the final product and releases Primal Graphx from liability for errors.

Notice Regarding Copyrighted Materials

As part of any engagement involving copyrighted materials, the customer acknowledges and agrees that they are solely responsible for obtaining and holding the necessary permissions or licenses for any copyrighted materials used in the course of their activities.

Customer Responsibilities:

1. Copyright Compliance: The customer must ensure that any images, designs, graphics, or other materials used comply with applicable copyright laws and regulations.

1. Obtaining Permissions: The customer is responsible for obtaining all necessary permissions or licenses from the respective copyright holders before reproducing, distributing, or using any copyrighted materials.

1. Indemnification: The customer agrees to indemnify and hold harmless any involved parties from any claims, damages, or legal actions arising out of the customer's use of copyrighted materials without the proper permissions or licenses.

1. Educational Resources: While guidance may be provided, it is the customer's responsibility to seek legal advice or consult relevant resources to ensure compliance with copyright laws.

1. Legal Consequences: Failure to obtain proper permissions or licenses for copyrighted materials may result in legal consequences, including but not limited to fines, penalties, and legal actions taken by copyright owners.

By acknowledging this notice, the customer recognizes their responsibility for compliance with copyright laws and agrees to use any materials in a manner that respects intellectual property rights. Any involved parties are not liable for any misuse or unauthorized use of copyrighted materials by the customer.

COLOR MATCHING DISCLAIMER

All commercial DTF printers may not use the same ICC Color Profile, resulting in slightly different colors depending on the machine.

Primal Graphx does not guarantee color matching but will make reasonable efforts to match colors as closely as possible.

WARRANTY TERMS OF SERVICE

1. WARRANTY COVERAGE:

Primal Graphx provides a 1-year limited warranty on the core components of commercial printers and equipment. This warranty covers defects in materials and workmanship under normal use.

1. NO WARRANTY FOR PRINTHEADS:

Please be aware that no warranty is provided for printheads. Printheads are considered consumable parts, and their replacement is not covered under this warranty.

1. CUSTOMER RESPONSIBILITY FOR SHIPPING COSTS:

During the warranty period, the customer is responsible for any shipping costs associated with the replacement of parts. Primal Graphx will cover the cost of the replacement parts.

1. RIGHT TO VOID WARRANTY AND CHARGE FOR REPLACEMENT PARTS:

Primal Graphx reserves the right to void the warranty if it is determined that equipment failure results from misuse, neglect, unauthorized modifications, or any other actions violating the terms of use. In such cases, the company may charge the customer for replacement parts.

1. REPAIR OPTIONS:

• Primal Graphx will either send a technician at the buyer's expense to repair the equipment.
• Alternatively, the buyer may be provided with instructions on how to properly install the replacement parts.

1. DISCLAIMER OF LIABILITY:

• Primal Graphx is not responsible for any neglect, improper use, or any parts that are installed improperly by the customer.
• The customer must follow the provided maintenance procedures to maintain the warranty coverage.

1. PARTS REPLACEMENT LIMIT:

• The company will replace defective parts at no cost up to two times within the warranty period.
• After the initial two replacements, the buyer will be responsible for all costs associated with further repairs.

1. ALL SALES FINAL:

• All sales on parts, equipment, consumables, and printers are final.
• In the event of receiving a defective machine, the company will troubleshoot and make every effort to send a replacement.

1. UNAVAILABLE PARTS:

• The company has no control over parts that are no longer manufactured due to changes in the design of the printers.

1. WARRANTY CHANGES:

• Primal Graphx can change the limited warranty at any time.
• Buyers will receive notice of the changes, including any items no longer covered under the warranty.

WARNING: WORK IN A WELL VENTILATED AREA and use Protective Equipment when working with specialty printing and curing products and processes (including DTF, DTG, UV) as fumes may be hazardous.

Specialty inks and film require a good humidity and temperature environment (50% - 70% humidity, and 75° to 80°F) to minimize risk of ink clogs and film buckling)

1. CONTACT INFORMATION:

If you have any questions about our Warranty Terms of Service, please contact us at:

• Phone: 704-458-9161
• Email: sales@PrimalGraphx.com

1. POLICY UPDATES:

Primal Graphx reserves the right to update or modify this Warranty Terms of Service at any time without prior notice.

This Warranty Terms of Service was last updated on 02/2023.

Thank you for choosing Primal Graphx. We value your business and appreciate your cooperation.

Update January 25 2024:

 

 

Installation/Repair & Training Agreement

This Installation/Repair & Training Agreement is entered into between [ ], hereinafter referred to as the "Customer," and [Primal Graphx], hereinafter referred to as the "Provider," collectively referred to as the "Parties."

1. Installation/Repair of i3200 All in One DTF Printer:

1.1 The Provider agrees to install/repair the i3200 All in One DTF Printer at the location specified by the Customer.

1.2 The Customer acknowledges that the Printer is functional and in good working condition upon installation/repair.

1. Training:

2.1 The Provider agrees to provide appropriate training to the Customer on the operation, maintenance, and troubleshooting of the Printer.

2.2 The training will cover key features, functionalities, and best practices to ensure the Customer's effective use of the Printer.

2.3 The Customer acknowledges that they have received adequate training and support to operate and maintain the Printer independently.

1. Acceptance:

3.1 Upon completion of the installation/repair and training, the Customer shall have a reasonable opportunity to inspect the Printer and its functionalities.

3.2 The Customer agrees to notify the Provider promptly if any issues or discrepancies are identified during the inspection.

3.3 If no issues are reported within [10] days after installation, the Printer shall be deemed accepted by the Customer.

1. Warranty:

4.1 The Provider warrants that the Printer is free from defects in materials and workmanship for a period of [10 days] from the date of installation.

4.2 In the event of any defects covered under warranty, the Provider agrees to repair or replace the parts needed to have the Printer at a functional capacity at no additional cost to the Customer.

1. Terms of Payment:

5.1 In case of any additional services or expenses incurred, the Customer shall be invoiced separately, and payment is due prior to services/expenses/installation.

1. Confidentiality:

6.1 Both Parties agree to keep any proprietary or confidential information obtained during the installation and training process confidential.

1. Governing Law:

7.1 This Agreement shall be governed by and construed in accordance with the laws of North Carolina.

Refund policy – Primal Graphx  https://primalgraphx.com/policies/refund-policy

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.  We will gladly work with you in ensuring that you have a functioning product if this means sending parts for repair or replacing damaged goods.  Assistance via phone, online or service calls (in person may result in a fee).

Exceptions / non-returnable items
Printers, Film and Inks are non-returnable and non-refundable unless obviously defective.  We will make all efforts to repair or replace parts as needed on equipment.  Printers are non-refundable.  Print heads have no warranty.  If the issue is with the printhead another can be purchased, and we will assist in installing. 

Certain types of items cannot be returned, like perishable goods (such as inks, powder and films), custom products (such as special orders or personalized items). We also do not accept returns for printheads (xp600/i3200 for example). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on items that have already been received.  We will assist you in troubleshooting issues.

We will not refund orders that have received replacements.

 Direct to Film, UV DTF and sublimation are all made custom to order. There are no returns or refunds allowed on custom items.

Exchanges
There are no exchanges, but we will work with you in adjusting images if needed (color matching not guaranteed).  Printers, Film and Inks cannot be exchanged.  We will work with you in troubleshooting issues as needed.  

Refunds
No refunds are offered please contact us at sales@primalgraphx.com.

 UPLOAD ERRORS 

Customer Errors: Errors made during the image upload process are the responsibility of the customer. Primal Graphx is not liable for mistakes made by customers when submitting files. 

Proofing: Customers are encouraged to carefully review proofs provided by Primal Graphx before finalizing orders. The client's approval of proofs indicates acceptance of the final product and releases Primal Graphx from liability for errors.

COLOR MATCHING DISCLAIMER

All commercial DTF printers may not use the same ICC Color Profile, resulting in slightly different colors depending on the machine.

Primal Graphx does not guarantee color matching but will make reasonable efforts to match colors as closely as possible.

If you are attempting to match colors please submit a printable color chart for samples for yourself.

WARRANTY TERMS OF SERVICE

1. WARRANTY COVERAGE:

Primal Graphx provides a 6 months to 1-year limited parts and service warranty on the core components of commercial printers and equipment. This warranty covers defects in materials and workmanship under normal use.

• The limited warranty will not cover damage caused by improper installation, failure to follow the proper instructions, performing preventative maintenance, improper or abnormal use, misuse, neglect, or accident including but not limited to improper storage or transportation of the product without the proper preparation and packaging, unauthorized adjustments, modifications or addition of accessories, normal wear and tear or external causes such as accidents or other actions or events beyond our reasonable control. 
• The limited warranty will not cover physical, cosmetics or shipping damage by the carrier.  In that case, it is the customer’s responsibility to open a direct claim with the carrier company to report any damages.
• The limited warranty will not cover damage caused by disaster, such as fire, flood, lightning, improper electrical current, software problems, or interaction with non Primal Graphx products.
• The limited warranty will be VOID if the product has been altered or modified in any way, including but not limited to attempted repairs without prior authorization from Primal Graphx and its technical team or the use of unauthorized parts.
• You agree to indemnify, defend, and hold harmless Primal Graphx, its officers, directors, employees, agents, licensors and suppliers (collectively the "Service Providers") from and against all losses, expenses, damages and costs, including reasonable attorneys' fees, resulting from any violation of these terms and conditions or any activity related to your product usage (including negligent, unsafe or wrongful conduct) by you or any other person using the product(s).
• The limited warranty will not cover components that come in contact with the inks, this includes the ink system, print head, capping station (ink station), dampers, ink pump, ink tank, ink mixer, ink lines and power pump are not covered.
• By not using the Primal Graphx brand inks, powder and film will void any warranty for the printers or equipment.
• The limited warranty will cover most parts like the mainboard, power board, CR motor and other motors, encoder strip, belt, sensors, wiper or print head cables and other cables are covered.  A replacement part will be issued only 1 time during the 12 months.  Once a replacement part has been issued before or during the 12 months, the limited warranty is considered completed.  Customers may incur shipping costs for replacement parts.
• All defective parts replaced under the limited warranty must be shipped back to Primal Graphx in Charlotte, NC at the customers expense within 15 days.

1. NO WARRANTY FOR PRINTHEADS:

Please be aware that no warranty is provided for printheads. Printheads are considered consumable parts, and their replacement is not covered under any warranty.

1. CUSTOMER RESPONSIBILITY FOR SHIPPING COSTS:

During the warranty period, the customer is responsible for any shipping costs associated with the replacement of parts. If parts are under warranty, Primal Graphx will cover the cost of the replacement parts.

1. RIGHT TO VOID WARRANTY AND CHARGE FOR REPLACEMENT PARTS:

Primal Graphx reserves the right to void the warranty if it is determined that equipment failure results from misuse, neglect, unauthorized modifications, or any other actions violating the terms of use. In such cases, the company may charge the customer for replacement parts.

1. REPAIR OPTIONS:

• Primal Graphx will either send a technician at the buyer's expense to repair the equipment.
• Alternatively, the buyer may be provided with instructions on how to properly install the replacement parts.

1. DISCLAIMER OF LIABILITY:

• Primal Graphx is not responsible for any neglect, improper use, or any parts that are installed improperly by the customer.
• The customer must follow the provided maintenance procedures to maintain the warranty coverage.

1. PARTS REPLACEMENT LIMIT:

• The company will replace defective parts at no cost up to 1 time within the warranty period.
• After the initial first replacement, the buyer will be responsible for all costs associated with further repairs.

1. ALL SALES FINAL:

• All sales on parts, equipment, consumables, and printers are final.
• In the event of receiving a defective machine, the company will troubleshoot and make every effort to send a replacement.

1. UNAVAILABLE PARTS:

• The company has no control over parts that are no longer manufactured due to changes in the design of the printers.

1. WARRANTY CHANGES:

• Primal Graphx can change the limited warranty at any time.
• Buyers will receive notice of the changes, including any items no longer covered under the warranty.

1. CONTACT INFORMATION:

If you have any questions about our Warranty Terms of Service, please contact us at:

• Phone: 704-458-9161
• Email: sales@PrimalGraphx.com

• POLICY UPDATES:

Primal Graphx reserves the right to update or modify this Warranty Terms of Service at any time without prior notice.This Warranty Terms of Service was last updated on 02/2023.

Thank you for choosing Primal Graphx. We value your business and appreciate your cooperation.

IN WITNESS WHEREOF, the Parties hereto have executed this Installation/Repair and Training Agreement as of the Effective Date.

__________________________              __________________________

[Customer Name]                                       [Primal Graphx]

__________________________       __________________________ 

(Customer Signature)                                   (Provider Signature)

Date:    ___________                               Date:   ___________ 

i3200 All in One DTF Printer/UV 3060 Installation/Repair and Training Checklist

Use this checklist to ensure a smooth installation/repair process and comprehensive training for the i3200 All in One DTF Printer. This checklist is designed for both the service provider and the customer to verify key steps and functionalities.

1. Installation:

 Customer

   Initials

- [ ] Verify that the i3200 All in One DTF Printer/UV3060 has been delivered to the correct location.

- [ ] Unpack the Printer and ensure that all components are present.

- [ ] Connect the Printer to the power source and necessary peripherals.

- [ ] Conduct a visual inspection to confirm there is no physical damage to the Printer.

- [ ] Power on/off the Printer and check for any error messages on the display.

- [ ] Perform a test print to confirm that the Printer is functional.

- [ ] Ensure that the Printer is properly calibrated.

1. Training:

 Customer

   Initials

- [ ] Provide an overview of the Printer's key features and functionalities.

- [ ] Demonstrate the proper loading of printing materials & inks into the Printer.

- [ ] Instruct on the Printer's control panel and menu navigation, Print Exp and Maintop.

- [ ] Explain the maintenance procedures, including cleaning and replacing consumables.

- [ ] Demonstrate the troubleshooting process for common issues.

- [ ] Provide information on software integration.

- [ ] Allow the customer to operate the Printer under supervision to ensure understanding.

1. Acceptance and Inspection:

 Customer

   Initials

- [ ] Allow the customer to inspect the Printer after installation and training.

- [ ] Address any concerns or questions raised by the customer.

- [ ] Confirm with the customer that they have received adequate training.

- [ ] Obtain customer acknowledgment of successful installation and training.

1. Warranty:

 Customer

   Initials

- [ ] Provide the customer with warranty information and documentation.

- [ ] Explain the terms and conditions of the warranty.

- [ ] Ensure the customer knows how to contact support for warranty-related issues.

1. Documentation and Record Keeping:

 Customer

   Initials

- [ ] Maintain a record of the installation date, training session, and any issues addressed.

- [ ] Provide the customer with copies of all relevant documentation.

By completing this checklist, both the service provider and the customer can ensure a successful installation and training process for the i3200 All in One DTF Printer/UV 3060.

Maintenance

It is your responsibility to learn and do the proper maintenance on your printer by understanding that inks are water-based textile inks and will clog the printheads if the machine is left unused for more than a couple of days.

Providing a clean and climate-friendly workspace to print in and keeping your printer clean all the time helps it to run smoothly.  Maintenance is the key and should be given as part of a routine.  

Do nozzle checks daily before starting to print any job.  This way you can tell if the printhead is ready to print or is missing nozzles and needs to be clean.

Clean the printhead, wiper, capping station and platform daily.  This helps prevent the printhead from clogging as these structures assist in cleaning and maintaining the printhead in a stable environment.

Wet capping the capping station every day after you finish printing for the day is recommended.  This assists in keeping the printhead wet to prevent clogs.  A cleaning solution specific for DTF cleaning or wet capping is recommended for use.

If the printer is not used frequently, use a syringe and draw ink through the individual dampers to prevent clogging of the lines.

Types of Cleaning Solutions

CLEANING SOLUTION: For flushing of printheads. This solution is for use in resolving minor clogs. Flush your print-heads with this solution (if your system is damper/CIS based), or fill it into "cleaning cartridges" and run up to 3 cleaning cycles with those cartridges (if your system is cartridge based). 

XTREME CLEANING SOLUTION: For flushing of ink tubing, or to unclog stubborn clogs in printheads. This solution is for use in resolving stubborn/extreme clogs, or to flush out inks from ink tubing (such as if you want to change out inks). Flush your print-heads with this solution (if your system is damper/CIS based), or fill it into "cleaning cartridges" and run up to 3 cleaning cycles with those cartridges (if your system is cartridge based). 

CAPPING SOLUTION: For printhead wet capping. This solution is for wet capping & short-term maintenance - to be used for saturating the printhead resting cap on the capping station at the end of the day, and not intended to be used as a cleaning or unclogging solution (use the Cleaning Solution or Xtreme Cleaning Solution for resolving clogs/cleaning purposes). For long-term maintenance (such as when you're going on vacation), use the Maintenance Solution instead.

MAINTENANCE SOLUTION: For printhead maintenance (Vacation Mode). This solution is to keep your printheads lubricated and to preserve them in the condition they currently are in. Before using this solution you should ensure that your printheads are working properly with no clogs or gaps on nozzle tests. NOTE: This maintenance solution does NOT clean or unclog your printhead (use the Cleaning Solution or Xtreme Cleaning Solution for those purposes).

DE-PLASTICIZING SOLUTION: Apply with cleaning swabs to ink that has solidified around your printhead, capping station, or on the wiper blade. DO NOT insert this solution into the capping station or into your printhead channels.

WARNING: WORK IN A WELL VENTILATED AREA and use Protective Equipment when working with specialty printing and curing products and processes (including DTF, DTG, UV) as fumes may be hazardous. Specialty inks and film require a good humidity and temperature environment (50% - 70% humidity, and 75° to 80°F) to minimize risk of ink clogs and film buckling)

Customer Responsibilities
Your responsibilities include:

• Provide a clean and climate friendly work space to print in.
  Humidity of 45% - 65% and temperatures of 70 – 75 degrees Fahrenheit must be maintained at all times while ink is installed in the printer. Failure to keep these tolerances may cause clogging and other issues that will then require extensive cleaning measures.
• Understanding that inks are water-based textile inks and will clog the Printheads if the machine is left unused for more than a couple of days (and the humidity/temperature climate is not optimal). Clogging is nothing to be scared of, if it occurs, you can resolve the clogs via a number of simple procedures (such as utilizing the cleaning function on the printer, or for a more advanced clean, you could flush the printheads with our provided flush system). To avoid and/or resolve clogs, you need to perform daily / weekly maintenance, and/or print frequently to keep the ink flowing. Maintenance takes 5 mins a day and needs to be part of your daily standard operating procedures.
• Understand and acknowledge that Printheads, Capping stations, and any other items that come in contact with ink and/or are subject to wear and tear, clogging or are consumable are not covered under our warranty, and there are no returns, exchanges or refunds for such items.
• Use Primal Graphx approved inks, supplies, and equipment for optimal results.
• Retain shipping crate or original packaging for 30-90 days and until no longer needed.
• Inspect your printer/delivery after receipt. If there is any noticeable damage (whether to the exterior crating/packaging, or the internal equipment) it needs to be reported to us within 3 business days of receipt of the printer along with photos, as you will typically only have 5-7 days to file a claim with the carrier if one is warranted. Failure to report any damage within 3 business days after receipt may void the ability to make any claims.
• Agree to perform simple daily and weekly maintenance, including keeping print heads and capping stations cleaned.
• Agree and understand that all equipment and hardware sales (including printers, printheads, heaters, powdering machines, etc) are final and no returns or refunds are permitted. Any issues would need to be addressed within the terms of the limited warranty. Order cancellation requests by the customer prior to the shipping out of your items are at the discretion of Primal Graphx - should a cancellation request be approved after the build of your order has commenced, the order will be subject to a 40% restocking fee.
• Return requests for unopened consumable items (inks, film, powder) are not allowed. Opened and/or used consumable item return or refund requests are not allowed. 
• For all other return reasons (including customer error, voluntary customer return requests, refused parcels, parcels returned due to undeliverable addresses as provided by customer or other reasons not pertaining to incorrectly shipped/damaged/defective items), the customer is responsible to pay for the return shipping,and is responsible for a 40% restocking fee as well as any shipping losses that we incurred in both directions.
• Software and printhead purchases are not refundable/returnable.
• When virtual onboarding / training is offered or provided as part of a purchase, customers should participate in this training (typically 45 - 90 minutes) prior to operating their machine for the first time. Customers not participating in training will void any warranties. The training session may be recorded for troubleshooting / training purposes. Such training is focused on customer success, on ensuring that the customer's printer is fully operational and that the customer understands how to operate and maintain it. Please have the required preparations done before the call to ensure you have an efficient onboarding. 
• All issues must be remedied per warranty.
• Customers may be required to do troubleshooting and repairs with Primal Graphx's help and direction.

• When using our products and equipment to create outstanding finished products, it's very important to exercise important safety and precautionary procedures. Specialty printing (including sublimation, DTG / Pre-Treatment, DTF, WTT / White Toner Transfer, UV / Ultraviolet and other types of printing processes) result in particles which can cause irritation. Various printing products and processes can also result in fumes that may be hazardous, which is why it is always recommended to work in a well-ventilated environment, exercise fume extraction and use personal protective equipment (PPE).
• We make every effort to deliver products within a reasonable timeframe, but circumstances outside of our control may cause delays. As such, delivery times are never guaranteed nor promised, and we do not accept returns or offer refunds solely based on a delivery being later than expected. We encourage our customers to plan their orders accordingly, and to contact us with any questions or concerns they may have regarding delivery times.

update 1/25/2024

Cancellation Policy

         Cancellations must be requested within 24 hours of placing the order.

         After 24 hours, we may not be able to cancel your order if it has already entered             the production or printing phase.