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How to claim a defective part within warranty

Warranty Claim Process – Mutoh Europe RAS Department

 

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