Warranty Claim Procedure
- Distributor or end-user must contact Product Technical Support to initiate the claim process. Notification of a claim must be made within thirty days of the initial discovery of the potential failure.
- A technical inquiry will be conducted to gather information about the potential product failure including but not limited to:
- Contact information for both the end-user and distributor
- Products in question and their lot numbers
- Date of purchase from Oracal USA and distributor
- Date of application
- Date of failure
- Description of failure
- Description of the environment during storage and application
- Application process employed
- Substrate information and sample if possible
- Samples exhibiting the failure
- Minimum size 8 inches by 10 inches
- Must include two samples if thermal or digitally printed (one printed, one unprinted) if possible
- Must include two samples if plotted (one uncut and one cut but not weeded) if possible
- Photographic evidence of failure
- The acquired samples will be tested in our laboratories within 3 weeks and the involved parties will be notified of the results. Additional testing may be required.
- Should the material test positively for a material defect we will authorize a return.
- The remaining material will be returned to Oracal USA.
- Transportation arrangements for the remaining material will be made by Oracal USA unless agreed upon by the involved parties. All shipping damage will be the responsibility of the distributor and end-user.
- Material should be returned using the original Oracal packing material if possible. Otherwise the material should be double boxed and secured to prevent damage in return.
- Upon receipt of the material in good condition the distributor will be issued credit for material in question or a replacement at our discretion.
