Warranty and Technical Service Terms

1 Scope and contractual documents

1.1 These terms govern the additional warranty, technical support, installation, commissioning, training and repair services provided by Ricoma Europe GmbH to business customers and consumers. The nature and scope of the agreed services are specified in the contract and the service descriptions validly incorporated into it.

1.2 The General Terms and Conditions ("General Terms" or "AGB") and, depending on customer status, the Consumer Terms or Business Terms also apply. In the event of conflicts, the order of precedence in section 9 of the General Terms applies. Individual contractual agreements and mandatory statutory rights remain unaffected.

1.3 The warranty provider and contact is Ricoma Europe GmbH, Ferdinand-Porsche-Ring 13, 63110 Rodgau, Germany; email: europe@ricoma.com; telephone: +49 610 66602930. Warranty claims and service requests must be addressed directly to Ricoma Europe.

2 Statutory defect rights and additional warranty

2.1 Statutory defect rights exist independently of the additional warranty described below. Consumers may exercise those rights free of charge. The warranty, service packages, membership or registration arrangements do not restrict those rights. For business customers, the validly agreed Business Terms also apply.

2.2 A material defect may exist, in particular, if, when risk passes, the machine does not have the agreed characteristics, is unsuitable for its contractually intended or ordinary use, or fails to meet statutory requirements concerning accessories, instructions and installation. An existing defect may become apparent only later. Special statutory rules for digital components and statutory rules on the burden of proof remain unaffected.

2.3 Thread breaks, needle breaks and irregularities in embroidery results do not, on their own, prove a material defect or justify excluding statutory defect rights or warranty claims. The cause, agreed characteristics and circumstances of the particular case are decisive.

2.4 In addition to statutory defect rights, Ricoma Europe provides a two-year warranty for consumer purchases and a one-year warranty for business purchases for the machine covered by the particular warranty undertaking. The warranty begins on the day the original customer receives the machine. These warranty periods are the same across regions. The machine covered and the geographical scope are identified in the warranty documents provided before the contract is concluded.

2.5 The warranty covers malfunctions arising during the warranty period that fall within the warranty undertaking during intended use, including component failures arising after delivery that were not caused by the customer. It includes the spare parts, repair labour and remote support necessary to remedy those malfunctions. The exclusions in section 7 and allocation of costs in section 5 apply.

2.6 Problems should be reported using the contact details in clause 1.3. The customer should provide the model, serial number, proof of purchase or delivery, a description of the problem and any available photographs, error messages or videos. Other suitable evidence may be considered if documents are missing. Missing documents do not result in loss of existing rights without examination of the circumstances.

3 Remote support and diagnosis

3.1 Technical support may be provided by telephone, email, video conference or other agreed electronic communication methods. It serves diagnosis and agreed operating instruction and, where agreed, guidance on installation, commissioning and training.

3.2 Where installation under remote guidance has been agreed, the customer carries out the work on site; Ricoma Europe provides the agreed guidance and support. The contract determines the nature and scope of the agreed service. Providing services remotely does not exclude responsibility for Ricoma Europe's own incorrect instructions or other breaches of duty.

3.3 The customer provides information necessary for investigation insofar as reasonably required and allows reasonable examinations. The customer will not be required to carry out unsafe or unreasonable repairs. If further investigation or an on-site visit is necessary, the procedure and any costs payable by the customer will be explained before the work is commissioned.

3.4 Work performed, findings and outstanding matters are documented. An unresolved cause is not attributed to the customer merely because it remains unresolved. Unsuccessful troubleshooting or the absence of an identifiable defect does not, on its own, create an automatic obligation to pay. Disputed claims are handled in accordance with applicable rights; a third-party assessment paid for in advance by the customer is not a general prerequisite for making a claim.

4 On-site services and service documentation

4.1 On-site installation, commissioning and training are provided insofar as agreed in the quotation, contract or confirmed service package. Rights to statutory remedies for defects and the measures necessary for those remedies exist independently of purchasing a service package.

4.2 The agreed scope may include functional testing, commissioning, basic machine settings and operator training. Unless separately agreed, services do not include electrical installation, workshop planning, production consultancy, configuration of third-party software or machine relocation.

4.3 The customer prepares the installation site, ensures a suitable power supply and working conditions and enables the agreed cooperation. The customer provides suitable personnel and equipment for transporting and positioning the machine. Technicians are not obliged to lift or move heavy machines themselves.

4.4 Training content, attendance, exercises performed and outstanding training matters are documented objectively. Mere observation is not confirmed as successful completion of all practical exercises without taking account of the agreed training objectives.

4.5 Following on-site services or remote support, a service report is prepared and made available to the customer, including by email. It records work performed, functions actually tested and results, information provided by the customer, problems identified and next steps. The customer is asked to confirm these details and identify any specific objections.

4.6 A signature confirms the facts and declarations specifically recorded in the report. On its own, it neither confirms that the entire machine is free from defects nor constitutes a blanket waiver of rights. If a signature is refused, the reason, if communicated, and the available evidence of performance are documented. A unilateral report alone does not give rise to deemed customer consent.

4.7 Acceptance under the law governing contracts for work takes place only insofar as the agreed service is legally subject to such acceptance. It is expressly distinguished in the report from other confirmation of services. Its requirements and legal consequences are governed by statutory provisions and valid contractual agreements.

5 Costs of warranty and service work

5.1 For statutory remedies for defects, Ricoma Europe bears the necessary expenses it is legally required to bear. Allocation of costs for business customers is governed by statutory provisions and valid supplementary agreements. Purchasing the membership package is not a prerequisite for exercising existing statutory rights.

5.2 Spare parts, repair labour and remote support under clause 2.5 are included in the additional warranty. Travel expenses, travel time and accommodation for an on-site visit are not included in this additional warranty undertaking and are agreed separately. This does not restrict mandatory statutory obligations to bear costs, including any mandatory obligations of the warranty provider.

5.3 Other paid services, in particular examinations outside existing rights to free services, additional training and services after the warranty expires, are commissioned separately. The nature, scope, charging basis and anticipated costs are explained before commissioning, based on the quotation or the service price list provided to and agreed with the customer. Additional chargeable work requires the corresponding commission.

5.4 General hourly rates and travel charges are not stated in these terms. Before consumers place a binding service order, they receive the required total-price information or calculation basis, including applicable taxes. Later changes to the price list do not change prices already agreed.

6 Operation maintenance and training

6.1 The customer operates and maintains the machine in accordance with the applicable operating and maintenance instructions and uses personnel sufficiently instructed for the relevant tasks. Instructing new operators is generally the customer's responsibility; additional training may be agreed separately. Support services already agreed remain in place.

6.2 Departures from operating or maintenance instructions do not automatically result in loss of all claims. Whether and to what extent they caused or aggravated the fault or damage claimed must be examined. Statutory rights and rules on the burden of proof remain unaffected.

6.3 Technical maintenance intervals and inspection procedures are specified in the applicable instructions. Internal diagnostic guidelines do not create retrospective exclusions against the customer.

7 Scope of warranty exclusions

7.1 The additional warranty does not cover normal wear from use or consumption. A component is not excluded from all protection merely because it is described as a consumable or wearing part. Faults beyond normal wear must be assessed against the warranty undertaking; statutory defect rights remain unaffected.

7.2 Damage caused by incorrect operation, inadequate maintenance, unsuitable operating conditions, faulty power supply, accidents or external influences is not covered by the additional warranty insofar as those circumstances caused the malfunction claimed. For transport damage, particular consideration must be given to when it occurred and who bears the relevant risk.

7.3 Use of third-party spare parts or accessories, or interventions or repairs by the customer or third parties, does not exclude claims on a blanket basis. Whether and to what extent they caused the malfunction claimed is decisive. Ricoma Europe's own incorrect instructions or services are not attributed to the customer.

7.4 Technical findings are documented with understandable reasons. Additional product-specific warranty restrictions must be validly agreed before the contract is concluded; they are not introduced retrospectively through an internal parts list.

8 Liability production objectives and safety

8.1 Liability is governed by statutory provisions and the liability terms validly applicable to the particular contract. Section 8 of the Business Terms also applies to business contracts. Mandatory statutory liability and the warranty undertaking remain unaffected.

8.2 Training serves the agreed safe and proper operation of the machine. Without a corresponding agreement, it does not promise particular production volumes, profits or a particular result for every combination of material and design. Agreed machine characteristics and expressly promised services remain owed.

8.3 Where working conditions are objectively unsafe, the affected work may be interrupted or postponed until the danger is removed. Ricoma Europe explains the danger and necessary corrective measures; further appointments are arranged after the danger has been removed. Cost consequences are governed by law and valid agreements, not by an automatic flat-rate charge to the customer.

9 Extended warranty

9.1 A paid extension of one, two or three additional years may be agreed for the particular machine. It follows the end of the standard warranty. The machine, selected duration, start and end dates, price and scope of coverage are recorded in the order or warranty extension confirmation.

9.2 The extension includes spare parts, repair labour and support in accordance with the machine-specific offer provided before the contract is concluded. Any differences between models are specifically described there. Purchasing an extension does not retrospectively restrict the standard warranty.

9.3 Machine-specific prices and service descriptions are published on the relevant product page and supplied to the customer in the agreed version when ordering. These terms do not state model-specific prices. Later website changes do not change the scope already agreed.

9.4 Travel expenses, accommodation and travel time are not included free of charge under an extended warranty either, unless otherwise agreed. Section 5 and the cost arrangements agreed before commissioning apply. Statutory defect rights and mandatory obligations to bear costs remain unaffected.

10 Resale registration and further service orders

10.1 The procedure below concerns requests to take over the additional warranty after a resale. It does not remove existing statutory rights, validly assigned claims or warranty entitlements already promised. Existing contracts are not changed retrospectively.

10.2 A purchaser is not intended to receive the remaining additional warranty automatically merely because ownership changes. The purchaser applies to Ricoma Europe to take over the warranty. Before a separate undertaking is given, the machine's origin and identity, original warranty period and condition relevant to the transfer are assessed. Existing rights under clause 10.1 are first examined independently of any new undertaking.

10.3 Purchasers of used machines are offered an optional membership registration and training package for a one-off total price of EUR 499 including VAT. Choosing whether to purchase this package is voluntary. The scope and format of training, and any examination included in the package, are specifically described in the package offer before commissioning. Payment alone does not automatically activate the warranty.

10.4 Customers who do not purchase the package may still submit a service request. A separately commissioned technical condition assessment outside existing rights to free services is charged according to the service price list communicated and agreed before commissioning. Machine and contact details necessary to process the request may be collected with the request; collecting those details is not equivalent to purchasing the package.

10.5 If a transfer of the additional warranty is agreed, Ricoma Europe confirms in text form the machine, scope, start of the transfer and original warranty end date. Only the remaining period is taken over; no new standard warranty begins. An extension under section 9 requires a separate agreement.

10.6 Where there is no original warranty entitlement from Ricoma Europe, or the relevant period has expired, separate paid services may be offered. Neither registration nor purchasing a package creates, on its own, entitlement to a warranty that has not been promised. Statutory claims against the respective seller and existing claims against Ricoma Europe remain unaffected.

11 Final provisions

11.1 The version of these terms validly agreed for the particular contract is decisive. Changes do not become binding for existing contracts merely by publication. Existing claims and earlier undertakings are not retrospectively removed.

11.2 Clauses 10.1 and 10.2 of the General Terms govern the choice of law, mandatory consumer protection and jurisdiction. Clauses 11.1 and 11.2 of the General Terms also apply to invalid provisions and the documentation of contractual changes. Statutory form requirements remain unaffected.