How to claim a defective part within warranty

Warranty Claim Process – Mutoh Europe RAS Department

• Warranty Claim Process – Mutoh Europe RAS Department
  • General Guidelines
• A. How to Fill in the Service Report Forms
  • 1. Service Report for Regular Parts (AP-76840)
  • 2. Service Report for Print Heads (AP-76846)
• B. Warranty Claim & Return Procedure

If a component fails during the unit’s warranty period, you may request a credit via the Mutoh Europe RAS Department. Please email your request to RAS@mutoh.eu.

General Guidelines

• Warranty parts are not shipped free of charge.
  Place a stock or red order via the Mutoh Europe Order Entry Department. Credit will be issued if the part qualifies under warranty.
• Verify warranty eligibility.
  Refer to the Mutoh Factory Warranty sheet and FAQ: Service and Warranty Topics.
• Check for exclusions.
  See the Mutoh portfolio warranty sheet.
• Collect all necessary information before contacting us.
  Incomplete claims will be refused.
• Verify periodical maintenance.
  Check CR maintenance cycles via the RDI file and MSA tool. Too-low counters result in rejected claims.
• Use the correct report form (see attachments).

A. How to Fill in the Service Report Forms

1. Service Report for Regular Parts (AP-76840)

Use this form for original unit parts and replacement/spare parts under warranty—excluding print heads. All fields must be filled.

Reports lacking required information will be refused.

Conditions:

• Include the Mutoh Europe invoice number for spare parts. Warranty is valid 6 months from invoice date (independent from date of installation of the part).
• For limited lifetime parts, (see the “Mutoh warranty info”)  include the counter status.
• Attach the RDI file when claiming the following parts. In case this file is not bundled the warranty claim will be denied.
  • Main board (if possible)
  • Pump Unit
  • CR-Motor
  • PF-Motor
  • Wiper assembly
  • Maintenance station
  • CR belt
  • Pulley
  • Steel bearer
  • Carriage (Cursor) unit
• For extended warranty claims, include:
  • Maintenance kit invoice number
  • Service report of yearly maintenance

2. Service Report for  for RJ-900, ValueJet and XpertJetprint  Print Heads (AP-76846)

Use this for print heads on Drafstation, ValueJet, and XPertJet printers.

Reports lacking required information will be refused.

Before replacement:

• Retrieve the mandatory RDI file.
• Print nozzle check blocks from Diagnostics mode and make a print sample illustrating the issue.
• Verify CR maintenance counters in RDI file via MSA tool. If the CR maintenance counters are too low the warranty claim will not be accepted
• Record head rank number and keep head rank sticker attached.
• Record QR code of the head.

After replacement:

• Retrieve a second RDI file showing the replacement.

Also gather:

• Ink batch numbers (for ink-related issues)
• If the head was already a replacement, provide the invoice number.

B. Warranty Claim & Return Procedure

• Send your completed service report form to RAS@mutoh.eu.
• Submit within 3 months of the repair/intervention date.
• Mutoh Europe will assess the claim upon receipt.
• Do not return goods until you receive confirmation and a RAS number.
• Return of goods is at Mutoh Europe’s discretion. Keep faulty parts for up to 3 months post-RAS number allocation.
• If requested to return goods:
  • Clearly mark parcel with the RAS number.
  • Include a copy of the completed service report.
  • Unmarked parcels will not be processed and no credit issued.
• RAS numbers expire 3 months after issue date.  If goods are not received by Mutoh Europe within 3 months after issuing the return number the warranty claim becomes void.
• Ship goods to:
  Mutoh Europe nv, RAS Department
  Archimedesstraat 13
  8400 Oostende
  Belgium
• Returned parts are inspected. Credit is denied if goods or documentation do not match the report.
• Accepted claims receive credit at standard net purchase price.
  Red order fees and transport costs are non-refundable.
• Non-defective parts may be returned to sender.
• 20% restocking fee applies for overstock returns.

Document History

Revision 1.0 : 13-09-2019 Initial version based on AP-76854 v1.0
Revision 2.0 : 09-04-2020 New version attachments
Revision 2.1 : 29-09-2020 Revised text + New version attachment
Revision 3.0 : 25-06-2025 Revised text, same content