Primera & DTM Print Printer Support & Service Centre

Service Centre Repairs

Bannerbridge is an Authorised Repair Centre for Primera disc publishers and label printers.

Our repair department will undertake both warranty and non-warranty repairs in-house under the following terms and conditions.

Warranty and non-warranty in-house repairs should be returned to us in original manufacturer's packing using a courier or in person. In the case of a courier, they must be contracted by the sender for insurance purposes.N.B Bannerbridge plc cannot be held responsible for any item that is lost or damaged in transit unless we have packed the shipment and contracted the courier. Any claims for damage, where the sender has contracted the courier, must be made by the sender.

Warranty repairs will be inspected, tested and the fault diagnosed and will then repaired or exchanged at the discretion of Bannerbridge plc and, with the possible exception of printheads, which come with a strict, conditional manufacturer's warranty that excludes damage or misuse, no charge will be made. Printheads or other parts that are found to be faulty due to abrasion, electrostatic damage or other forms of misuse, will not be covered by the manufacturer's warranty. Warranty repairs where there is no fault found, may be charged an inspection fee of £150 + VAT at the discretion of the company.

For all repairs outside of the warranty period, an inspection fee of £150 + VAT will be charged to diagnose the fault correctly. On receipt of the product, the item will be inspected and the fault diagnosed. A quote will then be sent which will include replacement parts (if applicable), a labour charge and return courier charges.

• If you wish to proceed with the repair, the £150 + VAT inspection fee will be waived and you only have to pay the remainder of the quoted amount.
• If you decide not to proceed with the quoted work and want your item returned to you, the £150 + VAT inspection fee must be paid plus return courier charges.
• If you do not want to proceed with the repair and do not want the item returned, please confirm this in writing and we will dispose of the unit in an environmentally acceptable way. If equipment is left here unclaimed for 3 months, we will dispose of it without further reference to the owner.

Any items received in unsuitable or inadequate packing with be repacked by us in robust, custom foam packing and the cost passed on to the sender.

*Please note some parts in older Primera Disc Publishers can only be replaced by Primera, in the event that one of these parts is faulty, your unit would have to be returned to them for inspection / repair. As Primera is a third-party company based in Germany, an advanced payment of £220 is needed to cover costs of onward shipping and inspection at Primera. Once the repair has been agreed to, the £220 will be removed from the invoice.

RMA Requests

If you wish to return a disc duplicator or printer for a service or repair please enter your details on the form.

A Returns Materials Authorisation (RMA) number form with our reference number, return address and your details confirmed will be emailed to you.

Please enclose a copy of the returned form with the product when you return it to us and remember to use the original manufacturer's packaging. If this is not available, please ensure that the printer is protected by bubble wrap, foam or other approved packaging materials to prevent damage in transit. Couriers can handle goods roughly so, if equipment is received damaged, the onus will be on the sender to either make an insurance claim or to pay us to rectify the damage before we can commence the repair.

Please do not return goods without an RMA number, as it could be rejected on delivery.

Finally, please do not return data leads, disc hoppers, power supplies or leads, unless instructed to do so by our engineers.

* The DP4100 series and LX900 series must be returned with its printhead and ink cartridges installed.

Currently, the current average time to inspect returned goods for warranty and chargeable repairs is 10 working days.

RMA Request Form