What is covered

Examples of faults that may be covered where they arise from our workmanship, the supplied blank product or the application process include:

• printed, transferred or applied artwork peeling, lifting, flaking or separating from the product during normal intended use;
• premature cracking of the printed or applied design where it is not caused by impact, excessive flexing, heat, chemicals or other misuse;
• delamination, coating failure or adhesion failure that is not normal wear and tear;
• a manufacturing defect in the product supplied by us that materially affects normal use;
• personalization that materially differs from the final approved proof because of our production error; and
• other production or workmanship defects that become apparent during normal intended use.

Colour fading, sunlight and UV exposure

Gradual colour fading, UV fading, sun bleaching or colour change caused by prolonged exposure to direct sunlight is considered environmental ageing / normal wear and is not covered by our voluntary workmanship warranty.

For the longest possible colour life, keep personalized products out of prolonged direct sunlight when practical, follow any product-specific care instructions and avoid unnecessary heat, harsh chemicals and abrasive cleaning.

What is not covered

The voluntary workmanship warranty does not normally cover:

• gradual fading, loss of colour intensity or discolouration that develops over time;
• fading, bleaching or deterioration caused by direct sunlight, UV exposure, outdoor weather or prolonged display in a sunny window;
• normal wear and tear, minor scratches, scuffs, surface marks or cosmetic ageing consistent with normal use;
• damage caused by dropping, impact, crushing, bending, excessive flexing, rough handling, pets, children, accidents or misuse;
• damage caused by inappropriate washing, soaking, dishwasher use, microwave use, excessive heat or freezing where the particular product was not represented as suitable for that treatment;
• damage caused by bleach, solvents, strong chemicals, abrasive cleaners, scourers or other unsuitable cleaning methods;
• water, weather or outdoor-exposure damage to products that are intended primarily for indoor use;
• damage caused by modification, drilling, cutting, re-coating, repair or alteration after supply;
• wear caused by use outside the product's intended purpose or unusually heavy/commercial use;
• differences in colour caused by normal variation between screens, source photographs, materials and printing processes, provided the finished result is reasonably consistent with the approved design;
• poor image quality, pixelation, cropping or colour characteristics that originate in customer-supplied artwork and were reasonably apparent from the proof;
• spelling, dates, names, layout or other personalized details that were supplied or approved by the customer in the final proof; and
• damage that occurs after delivery because the product was stored or used in unsuitable environmental conditions.

Normal variation in personalized products

Personalized products are made individually. Small differences in colour, print position, material tone, texture, grain, coating or alignment can occur between products and batches. Minor variation that does not materially affect the appearance or normal use of the product is not usually a manufacturing fault.

Transit damage or a fault on arrival

If an item arrives broken, damaged or with an obvious production fault, contact us as soon as reasonably possible. Keep the product, packaging and any relevant courier material until we have reviewed the claim, as photos of the item and packaging may be required.

How to make a warranty claim

Please contact YourMugshots with:

• your order number;
• a clear description of the problem and when you first noticed it;
• clear photographs showing the affected area and, where useful, the whole product; and
• any relevant information about how the product has been used, cleaned, stored or exposed.

If the product may be unsafe to continue using, stop using it until the issue has been assessed.

What happens if a claim is covered

After assessing the item and the circumstances, an appropriate remedy may include repair, reprinting, replacement or refund, depending on the nature of the fault and any rights or remedies available under applicable consumer law.

Product care

• Keep personalized surfaces away from prolonged direct sunlight where practical.
• Use gentle cleaning methods and avoid abrasive pads, scourers and harsh chemicals.
• Only use a dishwasher, microwave or other high-heat process where the specific product is stated to be suitable.
• Avoid dropping, impact and unnecessary flexing or bending.
• Store products in a dry, appropriate environment when not in use.
• If product-specific care instructions are supplied, follow those instructions in preference to these general guidelines.

Contact

YourMugshots
82 West Belt, Rangiora 7400, New Zealand
Bill - 027 810 0091 · Margaret - 021 254 5478
info@yourmugshots.co.nz
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