Return Policy
Freehand Graphics, Inc.
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Product Warranty Terms and Conditions
Freehand Graphics, Inc., AKA “Freehand,” warrants its products against manufacturing defects in materials and workmanship for the products and time period(s) noted below. The effective term of the warranty is from the date the product is shipped from Freehand. Freehand reserves the right to change, update, rescind, extend, condition, and make exceptions to this policy at any time. Canadian customers have additional TERMS.
INK KITS:
The following kits include a second cartridge for each slot as a preemptive warranty replacement for the first set or slot in the kit:
Pixma iX6820 Ink Kit, Pixma iX6820 Ink and Cleaner Kit, Pixma iP8720 Ink Kit, Pixma iP8720 Ink and Cleaner Kit, Epson 1430/1400 Ink Kit, P400 Ink and Cleaner Kit (Photo Black Slot). Only after the provided replacement cartridge in the kit fails to set or fails during operation will a warranty replacement be shipped. The coverage period is one-year (365 days) from the date the product is shipped from Freehand or a Freehand Authorized Reseller. Submit a support ticket online at freehandhelp.com or select the “Submit a Support Ticket” link on this web site located under the SUPPORT Menu. The technical support team will diagnose the issue and authorize a warranty replacement as needed. Proof of purchase may be required.
The following kits DO NOT include a second cartridge for each slot and are under warranty for replacement of cartridges:
Pixma Pro-100 Ink Kit, P400 Ink Kit and Cleaner Kit, 4900 Ink Kit (Matte Slot), T3270 Ink Kit (Photo Black Slot). The coverage period is one-year (365 days) from the date the product is shipped from Freehand or a Freehand Authorized Reseller. Submit a support ticket online at freehandhelp.com or select the “Submit a Support Ticket” link on this web site located under the SUPPORT Menu. The technical support team will diagnose the issue and authorize a warranty replacement as needed. Proof of purchase may be required.
DMAX DYE INK BOTTLES:
Dmax Dye Ink in bottles within a Freehand Ink Kit or sold separately in bottles is covered for a period of 30-days from the date the product is shipped from Freehand or a Freehand Authorized Reseller. Report a broken or leaking bottle immediately to Freehand. Provide a picture of the compromised bottle and email it through the support ticket system online at freehandhelp.com or select the “Submit a Support Ticket” link on this web site located under the SUPPORT Menu.
AMAZE-INK:
Amaze-Ink in bottles within a Freehand Ink Kit or sold as an Amaze-Ink Kit is covered for a period of 30-days from the date the product is shipped from Freehand or a Freehand Authorized Reseller. Report a broken or leaking bottle immediately to Freehand. Provide a picture of the compromised bottle and email it through the support ticket system online at freehandhelp.com or select the “Submit a Support Ticket” link on this web site located under the SUPPORT Menu.
DARKSTAR INKJET FILM:
DarkStar Inkjet Film is covered for a period of 60-days from the date the product is shipped from Freehand or a Freehand Authorized Reseller. Report a compromised package immediately to Freehand. Provide a picture of the compromised package or damaged film and email it through the support ticket system online at freehandhelp.com or select the “Submit a Support Ticket” link on this web site located under the SUPPORT Menu.
PRESS SUPPLIES AND TAPE:
Press Supplies and Tape are covered for a period of 60-days from the date the product is shipped from Freehand or a Freehand Authorized Reseller. Report a compromised package immediately to Freehand. Provide a picture of the compromised package or damaged film and email it through the support ticket system online at freehandhelp.com or select the “Submit a Support Ticket” link on this web site located under the SUPPORT Menu.
Terms & Conditions:
Warranty is limited to the replacement of the defective product during its warranty period. UPS Ground shipping service is complementary for valid warranty claims. Customer will be responsible for the difference if:
a. expedited shipping service is requested by customer, and/or
b. an alternative shipping provided is required which results in an increased shipping expense.
Freehand reserves the sole right to extend, condition, or terminate warranty eligibility at its discretion.
Warranty Exclusions:
1. Products found to be defective after the warranty period has expired.
2. Products subjected to misuse or abuse, whether by accident or other causes. Such product conditions will be determined by Freehand at its sole discretion.
3.Products damaged due to natural disaster or Act of God, including but not limited to lightning, flooding, earthquake, or fire.
4. Products modified in any way NOT described explicitly in the product’s relative user guide at: solutionsforscreenprinters.com/get-started/
5. Software products.
6. Consumable items, such as Dmax™ Dye.
7. All Black Ink™ (ABI) Kits that contact two full cartridge sets or second cartridge slots.
8. Loss of data or software.
9. Products that have been updated, reworked, or improperly tested by the Customer, or by a third party at the request of the Customer.
Products shipped to locations outside of the contiguous United States or Canada will NOT be provided with free shipping for any approved warranty. A credit of $10 will be applied to the warranty shipping cost. The balance of the shipping cost to be paid by the Customer.
RETURNS
Software: All software sales are considered FINAL and non-refundable unless expressly authorized by Freehand. In the case of an authorized software refund, a mandatory 4% transaction processing fee will apply. Additionally, an authorized software refund is subject to a 10% license activation fee if the activation code has been redeemed or activated.
Supplies: All sales of supplies are considered FINAL and non-refundable unless explicitly authorized by Freehand. In the event of an authorized return, a mandatory 4% transaction processing fee and a 15% restocking fee will apply. The customer is responsible for covering all associated shipping and handling costs related to the return. Before a refund is issued, Freehand will verify that the returned merchandise is in a resellable condition. Any merchandise received in a condition that falls short of meeting the criteria for resale, such as being unsuitable for placement on store shelves and sale as “new,” will lead to a higher percentage of funds being withheld.
Utilize Freehand’s live Sales and Tech Support teams, software trials, and online educational resources to ensure the product of interest fits your systems and needs before you purchase to avoid any unnecessary fees. Freehand reserves the sole right to make reasonable exceptions to this policy on a case-by-case basis. Unauthorized returns will not be accepted and are ineligible for refund.
LIMITATION of LIABILITY
Freehand’s liability arising out of the manufacture, sale, or supply of a product and its use, whether based on warranty, contract, negligence, product liability, or otherwise, shall not exceed the original cost of the product. In no event shall Freehand be liable for unintended or consequential damages, including, but not limited to, loss of profits or use, loss of time, and damages rising out of the manufacture, sales, or supplying of the product(s).
