Customer FAQ
Service Warranty Terms
for Spare Parts & Service Work
for Spare Parts & Service Work
Coverage & Duration
How long does the warranty last?
It depends on what was supplied:
Running hours condition applies — see below.
Is there a running hours condition?
Yes. Equipment warranty is conditioned on a maximum of 8 running hours per day in a 5-day working week.
If your machine runs beyond these hours, the warranty period is reduced proportionally. This condition also applies to the spare parts warranty where the parts are fitted to equipment running above these thresholds.
If your machine runs beyond these hours, the warranty period is reduced proportionally. This condition also applies to the spare parts warranty where the parts are fitted to equipment running above these thresholds.
What's Covered
What does warranty cover?
Warranty covers defects in materials and workmanship under normal operating conditions — the equipment or part not performing as it should because of how it was made or assembled.
For parts supplied and fitted by Stuga engineers, on-site labour and travel during office hours is also included.
For parts supplied and fitted by Stuga engineers, on-site labour and travel during office hours is also included.
What is NOT covered?
Warranty does not cover:
- Consumable items and wear parts (see below)
- Misuse, operator error, or running outside specified parameters
- Damage from improper installation or unauthorised modifications
- Normal cosmetic deterioration
- Failure to carry out recommended routine maintenance
- Indirect losses, downtime, or loss of profit
Are consumables and wear parts covered?
No. Consumables and wear parts are excluded from warranty, regardless of when they were fitted. This includes:
- Cutting tools — cutters, drill bits, saw blades, knives
- Collets, bearings, and belts
- Extraction bags, print labels, print heads
- Lubricants and general consumables
Replacement Parts & Third-Party Components
If a part is replaced under warranty, does the clock reset?
No. A replacement part is covered for the remainder of the original warranty period only — it does not extend or restart the warranty.
Example: Equipment has a 12-month warranty. A part fails at month 9 and is replaced. The replacement is covered for the remaining 3 months only.
Example: Equipment has a 12-month warranty. A part fails at month 9 and is replaced. The replacement is covered for the remaining 3 months only.
What about OEM component warranties?
Some components carry extended warranties from their original manufacturer (OEM) — for example, inverter drives or servo motors.
Where available, Stuga will assist you in making a claim directly with the OEM. However, Stuga does not administer or guarantee OEM warranties unless this has been agreed in writing.
Where available, Stuga will assist you in making a claim directly with the OEM. However, Stuga does not administer or guarantee OEM warranties unless this has been agreed in writing.
Making a Claim
How do I make a warranty claim?
Contact the Stuga service team and request a warranty claim form. Submit the completed form in writing, with enough detail about the defect, within the warranty period.
We will acknowledge valid claims within 10 business days of receipt.
We will acknowledge valid claims within 10 business days of receipt.
What happens if my claim is approved?
Stuga will, at its discretion:
- Repair the defective part
- Replace the defective part
- Refund the purchase price of the part
Can in-house maintenance staff carry out warranty work?
Servicing or modifying a machine by anyone other than Stuga or its authorised representatives will void the warranty.
However, Stuga trained and certified in-house maintenance staff are treated as authorised representatives and may carry out work without voiding the warranty.
However, Stuga trained and certified in-house maintenance staff are treated as authorised representatives and may carry out work without voiding the warranty.