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Warranty, Delivery & Support Policy

B2B framework for the warranty, delivery/collection and support of machines supplied by Adline. The exact warranty period, delivery terms and commercial conditions are agreed in each quote/sales contract; this page sets the general rules and process and forms part of, and is subject to, our General Terms & Conditions of Sale.

Last updated: 1 August 2026

1. Scope & who this covers

This Policy applies to business (B2B) customers who purchase equipment from Arcadia Solutions SRL, trading as Adline Solutions ("Adline", "we", "us", "our").

Because these are business-to-business sales, statutory consumer-warranty and distance-selling rules do not apply. The commercial warranty and terms below, together with your quote/sales contract, govern. Where this page and your contract differ, your contract prevails.

2. Definitions

  • "Equipment" — the machine(s) and components supplied by Adline under your order.
  • "Order" — a purchase confirmed by us in writing (order confirmation / signed contract).
  • "Warranty Period" — the period stated in your quote/sales contract.
  • "Manufacturing Defect" — a fault in materials or workmanship present at delivery, not caused by use, environment, transport or handling.
  • "Consumables / wear parts" — items that deplete or wear with normal use (see §16).
  • "Remote support" — diagnosis and assistance provided by phone/email/online session, without a technician on site.
  • "RMA" — Return Merchandise Authorisation, our reference for returning a part for assessment.
  • "Site" — the customer's premises where the Equipment is installed/used.

3. What the warranty covers

Subject to your contract, Adline warrants that the Equipment is free from Manufacturing Defects in materials and workmanship for the Warranty Period. For a covered defect, our remedy is, at our option: remote assistance to resolve the fault and/or replacement or repair of the defective part under §11, applying the cost rules in §9 and §11. Where a manufacturer provides its own warranty, that may apply in parallel and we help you access it; brand terms, periods and conditions can differ and are set out in your documentation.

4. Warranty Period, start & registration

  • The Warranty Period, its start date (usually delivery or, where we commission the machine, commissioning), and any brand-specific conditions are as stated in your quote/sales contract.
  • Keep your invoice/order confirmation and the serial number — these evidence cover. We may ask for them when you claim.
  • Only faults that arise and are reported within the Warranty Period are covered. Report faults promptly after they appear and stop using the affected function; continued use that worsens the damage may affect cover.

5. Component-specific warranty periods

Some critical and wear-prone components carry their own warranty period — often shorter than the machine's — because their life depends on usage, consumption or operating conditions. Where this applies, the specific component, its period and any usage limits are stated in your quote/sales contract and the machine documentation, and they prevail over the general Warranty Period in §4. Typical examples: laser tubes and fiber laser sources; printheads and the ink delivery system; focal lenses, mirrors and other optics; bearings and spindles; batteries. Manufacturer periods for such components (see §20) also apply where relevant.

6. Pre-owned, demo & unsealed equipment

Where you buy equipment that is not brand-new sealed — pre-owned/used, ex-demonstration, ex-exhibition or unsealed/open-box — it is sold in its actual condition at the time of sale, and any warranty is the specific, limited warranty stated in your quote/sales contract (which may be shorter than, different from, or narrower than a new-machine warranty). Such equipment is clearly identified as pre-owned / demo / ex-exhibition / unsealed in the sale documents (offer, order confirmation and invoice), so its status and the applicable warranty are transparent before purchase. Except where your contract states otherwise, the new-machine terms of this Policy do not apply to these items.

7. Delivery, collection & shipping

Unless your contract states otherwise, equipment is supplied on an Ex Works / FCA Bucharest basis (Incoterms® 2020):

  • We recommend that you arrange transport with your own forwarder/carrier — for cross-border moves this is usually faster and more cost-effective for you, and you control routing, insurance and timing.
  • We prepare and load the Equipment at our premises onto your nominated carrier's vehicle. Loading at our site is handled by us; onward transport is arranged and paid by you.
  • Risk passes to you on loading/collection. From that point, transit risk is covered by your carrier/transport insurance.
  • Transport damage is a claim against the carrier (please inspect and note damage on the delivery documents), not a warranty matter.
  • Packaging suitable for standard transport is provided; special crating/export packing can be quoted on request.
  • Customs, import duties and destination VAT for deliveries outside Romania/the EU are the buyer's responsibility; you act as importer of record unless agreed otherwise.
  • If you prefer, we can organise transport on your behalf — this is quoted separately and changes the applicable Incoterm; final terms are stated in your quote.
  • On receipt/collection, inspect the Equipment and report any shortage or visible/transport damage within 48 hours of delivery or collection, noting it on the delivery documents (see §14). Hidden Manufacturing Defects are covered when reported within the Warranty Period.

8. Territory — Romania vs. outside Romania (installation & on-site)

a) Within Romania. Installation, commissioning and any on-site warranty intervention are provided as agreed in your order.

b) Outside Romania.

  • Installation is not included free of charge. If you want us to install/commission on site, it is arranged on request and quoted separately.
  • Warranty support is provided remotely (see §10).
  • If an on-site visit is required or requested for a warranty matter, it can be arranged on request and billed separately — travel, accommodation and on-site labour are payable by you and are not covered by the warranty. Only the confirmation of a Manufacturing Defect and the associated part follow §11.

9. Response & handling

We aim to acknowledge warranty requests within one business day and to begin remote diagnosis promptly. Resolution time depends on the fault, part availability and your cooperation (site access, information, running the tests we ask for). We will keep you updated via your ticket number. Any specific service levels agreed in your contract take precedence over these targets.

10. How warranty support works — remote first

All warranty support starts remotely. Typically we will:

  1. review your request and the machine/serial details;
  2. reproduce and diagnose the fault together, using photos/video/error logs and, where useful, a remote session;
  3. guide you through checks and settings to resolve it remotely — often the same day;
  4. if a part is needed, arrange replacement/repair under §11.

Your cooperation (a competent operator on site, access to the machine, running requested tests, and providing information/photos) is needed for effective remote support.

11. Spare parts under warranty

  • If a fault is confirmed as a Manufacturing Defect within the Warranty Period, we replace the affected part free of charge.
  • The shipping/delivery of the replacement part is at the customer's cost.
  • Expedited shipping: replacement parts ship by our standard method; if you need faster delivery, we can upgrade to an express service for the cost difference, invoiced in advance.
  • We supply genuine parts only.
  • Assessment / RMA: we may require the defective part to be returned for assessment under an RMA reference. Replacement is provided once the defect is confirmed. If assessment shows the fault is not a Manufacturing Defect (e.g. wear, misuse, transport or environment — see §16), the part, its handling, diagnostics and return shipping may be chargeable, quoted in advance.
  • Repair vs. replace: at our option we may repair rather than replace where that fully resolves the defect.
  • Lead time for parts is indicative and depends on stock and the manufacturer; we advise the expected timing per case.
  • Replaced parts become our property; a replacement/repaired part is warranted for the remainder of the original Warranty Period.

12. Out-of-warranty & chargeable work

Outside the Warranty Period, or for anything not covered (§16), we can still help — remote support, genuine spare parts, and (by arrangement) on-site visits — on a paid basis, quoted in advance. For locations outside Romania, on-site travel and labour are always chargeable (§8b).

13. Preventive maintenance, service plans & software

  • Following the manufacturer's maintenance schedule keeps the Equipment reliable and helps keep the warranty valid (§17). We offer preventive-maintenance plans and supply the genuine parts/consumables required.
  • Software/firmware: where the Equipment includes software or firmware, it is provided under its licence terms. Updates/patches are provided as made available by the manufacturer; software issues not caused by a Manufacturing Defect are not covered by this warranty.
  • Third-party software (e.g. RIP, controller, design or nesting software) is licensed and supported by its respective vendor; issues with such software, or with your IT, network or operating system, are not covered by this warranty.

14. Inspection & acceptance

You should inspect the Equipment on receipt/collection and, where we commission it, at commissioning. Notify us of any shortage, visible damage or non-conformity within 48 hours of delivery/collection. Absent a timely notice, the Equipment is treated as accepted, without prejudice to the warranty for hidden Manufacturing Defects reported within the Warranty Period.

15. Operating requirements & what voids the warranty

As a general rule, the Equipment must be installed, operated and maintained per the manufacturer's manual and our guidance. The following, in particular, will void or limit the warranty on the affected components:

  • Cooling water: using anything other than clean distilled or deionised water (and the specified coolant/additives) in chillers or water-cooled systems — this voids the warranty on the laser source/tube, power supply, chiller and cooling circuit.
  • Optics & laser path: dirty, contaminated or damaged optics, and back-reflection (e.g. firing into reflective material without protection) — voids the warranty on lenses, mirrors, the laser source and the power supply.
  • Assist/process gas: contaminated, wet or out-of-spec assist gas, or operating without the specified gas — voids the warranty on the cutting head, nozzles and optics.
  • Consumables & media: using non-genuine or non-approved inks, fluids, consumables or media — for printers this voids the warranty on printheads and the ink system.
  • Power & grounding: unstable or incorrect power, missing voltage stabiliser/UPS where specified, wrong voltage/phase, or poor earthing/grounding.
  • Environment: operating outside the specified temperature, humidity, ventilation or cleanliness (dust) limits, or with inadequate fume/dust extraction.
  • Duty cycle & capacity: operating beyond the rated duty cycle, load or material capacity.
  • Untrained operation, unauthorised repairs or modifications, or use of non-genuine parts.

These requirements apply as a general rule to all Equipment; machine-specific requirements in your documentation take precedence where more detailed.

16. What is not covered

The warranty does not cover, and we are not responsible for:

  • Consumables and wear parts — e.g. printheads used beyond rated life, inks and fluids, filters, lenses, mirrors, nozzles, belts, blades, rollers, bearings, lamps/tubes and similar items that wear with normal use;
  • Damage from incorrect installation (where installation was not performed or approved by us), commissioning by others, or relocation/transport after delivery;
  • Transport damage (this is a carrier claim — see §7);
  • Misuse, overloading, operator error, or operation contrary to the manual or our guidance, and any breach of the operating requirements in §15;
  • Unsuitable environment or utilities — power surges/instability, incorrect voltage/phase, poor grounding, unsuitable temperature/humidity, dust, water/condensation, or non-compliant compressed air, cooling, gas or extraction;
  • Unauthorised repairs or modifications, or use of non-genuine parts, consumables or software;
  • Accident, neglect, vandalism, theft, or force majeure (fire, flood, power failure, etc.);
  • Cosmetic wear and gradual deterioration consistent with age and use;
  • Software/firmware issues not caused by a Manufacturing Defect, and third-party materials or media;
  • Loss of, or damage to, your data, files, job settings or programs held on or created by the Equipment;
  • Consequential losses (e.g. lost production, revenue or profit, or downtime costs).

17. Your responsibilities & site prerequisites (to keep the warranty valid)

To maintain cover, you should:

  • prepare the Site and provide suitable utilities and environment (power supply, voltage/phase, grounding, compressed air, cooling, gas, extraction, temperature/humidity, floor and space) as specified in the machine documentation, before installation;
  • have the Equipment installed and commissioned per the manual and our guidance (or by us, where offered);
  • operate it only with trained personnel, per the manual, and observe the operating requirements in §15;
  • use genuine parts and consumables and approved media;
  • carry out the specified maintenance and keep records;
  • back up your own files, job settings and programs regularly — we are not responsible for data held on the Equipment;
  • keep proof of purchase and the serial number, and report faults promptly.

18. How to make a warranty claim

  1. Submit a service request via our Service page.
  2. Include: machine brand and model, serial number, proof of purchase / warranty details, and a description of the fault (photos, a short video and error codes greatly speed things up).
  3. We triage remotely and confirm whether the issue is covered.
  4. If a part is needed, we issue an RMA and dispatch the replacement/repair under §11 (part free if a Manufacturing Defect is confirmed; delivery at your cost).
  5. We keep you updated with your ticket number until the matter is closed.

19. Warranty transfer

Unless we agree otherwise in writing, the warranty is granted to the original purchasing business and is not transferable to a subsequent owner if the Equipment is resold or permanently relocated.

20. Manufacturer warranties

Some brands provide their own manufacturer warranty in addition to ours. Where applicable, we act as your point of contact to process those claims. Manufacturer terms, exclusions and periods apply as documented and may differ from this Policy.

21. Limitations of liability

Our liability under this warranty is limited to the remedies described here — remote support and, where a Manufacturing Defect is confirmed, replacement or repair of the defective part under §11 — to the maximum extent permitted by law.

  • Except for liability that cannot be excluded by law, our total aggregate liability arising out of or in connection with the Equipment and this warranty — on any basis (contract, warranty, tort or otherwise) — shall not exceed the price actually paid for the Equipment (or, for a claim relating to a specific part or component, the price of that part).
  • We are not liable for indirect or consequential loss, including lost production, revenue or profit, downtime, or loss of data.
  • Nothing excludes or limits liability that cannot be excluded by law.

This Policy is read together with, and is subject to, our General Terms & Conditions of Sale; in case of conflict, your sales contract prevails.

22. Force majeure

We are not responsible for delay or failure in delivery, parts supply or support caused by events beyond our reasonable control (e.g. natural events, fire, flood, war, strikes, transport or supply-chain disruption, manufacturer delays, energy or telecom failure, or governmental measures).

23. Changes to this Policy

We may update this Policy from time to time. The current version is shown here with its "Last updated" date. The version applicable to your Equipment is the one in force (together with your contract) at the time of purchase, unless we agree otherwise.

24. Contact