Labelcity Product Warranty Policy

Last updated: 22 August 2025

New Zealand Consumer Guarantees Act – mandatory statement

Our goods come with guarantees that cannot be excluded under the New Zealand Consumer Guarantees Act 1993 (CGA). You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Who gives this warranty

Labelcity Pty Ltd PO Box175, Windsor NSW 2756. Phone: 0800 152 235. Contact: via the contact form on our website or by emailing sales@labelcity.co.nz.

How this warranty works with your rights

This warranty against defects is in addition to your rights and remedies under the New Zealand Consumer Guarantees Act 1993 (CGA). It does not limit or exclude those rights.

Warranty coverage (what we promise)

• Coverage period: 1–3 years from the purchase date on eligible non-consumable products (e.g. printers, label writers, hardware, and accessories), depending on the manufacturer and model. See the product page for the exact term. Your rights under the CGA apply in addition to any express warranty.
• What’s covered: defects in materials or workmanship under normal use.
• What’s not covered: consumables (items intended to be used up or replaced, such as labels, tapes, ribbons, rollers). These are excluded from warranty coverage, except where required by the CGA.

Warranty exclusions

This warranty does not apply if, during the warranty period, any of the following occur:

• Serial number removed or altered: the product’s serial number or rating label is removed or changed.
• Unauthorised repair: the product is serviced or repaired by anyone other than an authorised service agent.
• Incorrect use: the product is used contrary to the technical specifications, guidelines, or operating environment described in the user manual.
• End of service life: a component part (e.g. waste pads) reaches the end of its normal service life.
• Damage or misuse: malfunction or failure results from deliberate or accidental damage, neglect, modification, or misuse by the buyer.
• Power issues: malfunction or failure results from incorrect voltage, electrical faults, or power surges.
• Consumables: labels, tapes, ribbons, rollers and other consumables are worn out or depleted.

Manufacturer warranties

Many branded products (e.g. DYMO, Brother, Zebra) include a manufacturer’s warranty. We will help you access that warranty where it applies. Some additional guarantees about performance, fitness for purpose or other claims may only be provided by the manufacturer. In such cases, you may be required to direct your claim to the manufacturer rather than through Labelcity. Labelcity cannot extend or guarantee any additional promises made by manufacturers beyond their own terms. Using compatible consumables does not automatically void your consumer rights; however, damage caused directly by unsuitable or incompatible consumables may not be covered by the manufacturer or by us.

Special terms for DYMO products

If you purchase a DYMO product from Labelcity and DYMO refuses to repair or replace it because you used compatible consumables not made by DYMO, Labelcity may still provide coverage under this Warranty, provided that:

• Claim first lodged with DYMO: you must first lodge a warranty claim with DYMO and have it refused.
• Evidence of refusal: you must provide proof that DYMO declined your claim.
• Consumables from Labelcity: the compatible consumables you used must have been purchased directly from Labelcity.

Where these conditions are met, Labelcity will at its discretion repair or replace the product within the warranty period. This does not limit your rights under the CGA.

Remedies under the CGA

• Major failure: you choose a refund or replacement, and may be entitled to compensation for reasonably foreseeable loss or damage.
• Minor failure: we will repair the product within a reasonable time. If that is not possible, you can request a replacement or refund.

How to make a warranty claim

1. Contact us first: call 0800 152 235 to obtain a Return Authorisation Number (RMA) and troubleshooting assistance.
2. Proof of purchase: provide your invoice or other proof of purchase.
3. Return the item: pack securely (original packaging if available), include your RMA and send with tracking to the service address below.

This is a back to base warranty: you may be required to pay the cost of delivering your product to and collecting it from Labelcity Warranty Service.

Service & return address