Warranty Policy
Warranty Policy
Effective Date: 8 August 2026
Last Updated: 8 August 2026
This Warranty Policy sets out the limited warranty given by Yildiz Prime Inc., a Florida corporation trading as SmartPackingUSA ("SmartPackingUSA", "we", "us" or "our"), in respect of goods purchased from us, and the procedure for making a warranty claim.
This Policy forms part of our Terms of Service and is to be read together with our Purchase, No Returns and Cancellation Policy. Capitalised terms have the meaning given in our Terms of Service.
This is a limited warranty given to the original purchasing business. It replaces all other warranties, and Section 12 disclaims implied warranties and limits our liability. Please read it before installing or operating a machine.
1. Who is Covered and What is Covered.
1.1 This warranty is given to the original purchaser named on our invoice, for goods purchased directly from us and delivered within the United States. It is not transferable and does not extend to a subsequent owner unless we agree in writing.
1.2 We warrant that each food tray sealing machine and other item of packaging equipment we supply will be free from defects in material and workmanship, and will operate in accordance with the manufacturer's published specification, for the warranty period stated in Section 2, when installed, operated, cleaned and maintained in accordance with the manufacturer's manual and our instructions.
1.3 We warrant that molds supplied by us will conform to the mold drawing or container specification approved for that mold, and will be free from defects in material and workmanship, for the same period as the machine with which they are supplied. A mold supplied with a machine, and a mold purchased separately for use with a machine we have supplied, is covered for 12 months from the date of delivery of that mold, and for 24 months where the extended warranty has been purchased for the machine.
1.4 We warrant that trays, containers, lids, sealing films, custom printed films and replacement parts will conform to the specification ordered, and in the case of printed goods to the approved artwork proof, within ordinary manufacturing and printing tolerances, at the time of delivery.
1.5 This warranty applies only to goods for which payment has been received in full.
2. Standard Warranty Period
2.1 The standard warranty period for machines is 12 months from the date of delivery.
2.2 The warranty period for molds is 12 months from the date of delivery of the mold, extended to 24 months where the optional extended warranty has been purchased for the machine with which the mold is used. Where an additional mold is purchased after the machine, the mold carries its own 12 month period running from delivery of that mold, so that the mold is not left uncovered at the end of the machine period.
2.3 Replacement parts supplied under warranty are covered for the remainder of the original warranty period on the machine, or for 90 days from the date the part is shipped, whichever is longer, and this applies equally to a replacement mold supplied under warranty. Repair or replacement does not extend the original warranty period beyond that.
2.4 Trays, containers, lids and sealing films are consumable goods. They are warranted as to conformity at delivery under Section 1.4 and are subject to the notification periods in our Purchase, No Returns and Cancellation Policy, rather than to a continuing warranty period.
2.5 Where a delivery date is not evidenced, the warranty period runs from the date of our invoice.
3. Optional Extended Warranty
3.1 An optional extended warranty is available for machines, providing a further 12 months of coverage on the same terms as the standard warranty, so that total coverage is 24 months from the date of delivery.
3.2 The price of the extended warranty varies by machine model and is displayed on the relevant product page at the point of purchase or stated in the quotation issued to you. Current prices for our range fall between $89.00 and $159.00 per machine. The price applicable to your purchase is the price displayed or quoted for your model at the time of purchase.
3.3 The extended warranty must be purchased at the same time as the machine, or within 30 days of delivery of the machine where we agree in writing to a later purchase. It cannot be purchased after a fault has arisen.
3.4 Extended warranty coverage begins on expiry of the standard 12 month period and is subject to every term, condition, exclusion and limitation of this Policy, including the exclusions in Section 4 and the claim procedure in Section 6.
3.5 The extended warranty is recorded against your machine serial number on our records. Please quote that serial number when making a claim.
3.6 The extended warranty charge is non refundable once the standard warranty period has begun, except where we cancel the sale of the machine or the machine is replaced with a refund of the full purchase price.
4. What is Not Covered
4.1 Normal wear and consumable and service items, including sealing gaskets and seals, silicone pads, heating element covers and non stick coverings, cutting blades and dies, filters, fuses, belts, lubricants and cleaning materials, except where such an item is found to be defective on delivery.
4.2 Cosmetic matters that do not affect function, including scratches, dents, marking, discolouration and fading.
4.3 Damage or malfunction caused by: incorrect installation; unsuitable or unstable electrical supply, including incorrect voltage, inadequate circuit capacity, absence of proper grounding, voltage spikes, brownouts and lightning; use with an incorrect or non compatible mold, tray, container or sealing film; operation outside the published specification, including exceeding rated cycle rates, temperatures or tray dimensions; overloading; foreign objects, food debris, water ingress, steam, chemicals or aggressive cleaning agents; failure to clean or maintain the machine as instructed; use in an environment that is unsuitable in respect of temperature, humidity, dust or hygiene; or transportation or relocation of the machine after delivery.
4.4 Damage caused by misuse, abuse, neglect, accident, dropping, vandalism, fire, flood, storm, power surge or other external event.
4.5 Any machine that has been modified, altered, repaired or dismantled by a person other than us or a service provider authorised by us, or from which a guard, interlock, thermal control or other safety device has been removed, defeated or bypassed, or from which the serial number has been removed or made illegible.
4.6 Any machine used with non approved parts or consumables, or with containers or films not compatible with the machine and mold as specified.
4.7 Damage occurring in transit, which is handled under Section 6 of our Purchase, No Returns and Cancellation Policy, and any issue that develops after a machine has been unpacked, inspected and successfully test operated, which is handled under this Policy rather than as shipping damage.
4.8 Goods that conform to the specification ordered or to the approved artwork or mold drawing but do not perform as you intended in your own operation, including a mold that does not seal containers other than those for which it was specified.
4.9 Any loss arising from your food product, process, fill weight, sealing parameters, shelf life expectations, storage or distribution, including spoilage, contamination, seal failure in the field, product recall, downtime and lost production.
4.10 Consequential and indirect loss of any kind, which is excluded in accordance with Section 12.
4.11 Costs of installation, removal, reinstallation, commissioning, on site attendance, operator training and machine relocation, unless we have expressly agreed in writing to provide them.
5. Your Responsibilities
5.1 Register the machine model and serial number and retain your invoice, which is your proof of purchase and of any extended warranty purchased.
5.2 Read the manufacturer's manual before installation and operation, ensure that the electrical supply and installation site meet the published requirements, and ensure that installation is carried out by suitably qualified personnel.
5.3 Ensure that only trained and supervised personnel operate, clean and maintain the machine, that the cleaning and maintenance schedule is followed, and that records of maintenance are kept.
5.4 Use only molds, trays, containers and sealing films that are compatible with the machine as specified, and follow the sealing parameters we or the manufacturer provide.
5.5 Report a suspected fault promptly, stop using the machine where continued use may cause further damage or risk to personnel, and cooperate with our technical team, including by providing photographs, video, sample seals and test results on request.
5.6 Retain the original packaging, crate and pallet for the machine for the duration of the warranty period wherever possible. Machines returned for service must be packed to the same standard, and damage caused by inadequate packing in transit to us is not covered.
6. CHow a Warranty Claim is Handled
6.1 Step one, notify us. Contact us at info@smartpackingusa.com or on (239) 227-5399 with your invoice number, machine model and serial number, the date of delivery, a description of the fault, and photographs or video showing the fault, the machine display and the seal produced.
6.2 Step two, remote technical support. Our technical team will first attempt to diagnose and resolve the issue remotely by telephone, email, video call or messaging. Many issues are resolved by adjustment of settings, cleaning, correct mold seating or correction of an installation or supply issue.
6.3 Step three, replacement parts. If the issue can be resolved by replacing a part, and the fault is covered by this warranty, we will send the required replacement part at our cost, including the cost of shipping the part to you. Where the replacement is simple and can be carried out safely, you may be required to fit the part yourself following our technical team's written or verbal instructions, and to do so only with the machine isolated from the electrical supply. You must follow those instructions and must tell us if you are not comfortable carrying out the work.
6.4 Step four, return of the machine for service. If the issue cannot be resolved remotely or by replacement of a part, we will issue a return authorisation and ask you to send the machine to the service location we specify for inspection and repair. You are responsible for packing the machine securely, preferably in its original packaging, and for the cost of shipping it to the service location. Where the fault is confirmed to be covered by this warranty, we will carry out the repair at no charge for parts or labour and will pay the cost of returning the repaired machine to you.
6.5 Step five, outcome. Where a covered fault is confirmed, our obligation, at our option, is to repair the machine, to replace the defective part, or to replace the machine with the same or an equivalent model. Where we determine that repair and replacement are not commercially practicable, we may instead refund the price paid for the machine, less a reasonable allowance for use where the machine has been in service.
6.6 Inspection findings. If inspection shows that the fault is not covered by this warranty, we will contact you before carrying out any work with a quotation for repair on a chargeable basis. In that case you are responsible for the inspection charge, the repair charge if you accept the quotation, and the cost of returning the machine to you. If you decline the repair, we will return the machine at your cost or, on your written instruction, dispose of it.
6.7 Turnaround. We aim to respond to a warranty notification within 1 business day and to dispatch a covered replacement part within 3 business days of diagnosis, subject to parts availability. Repair turnaround at the service location depends on the nature of the fault and parts availability. These are targets and not contractual commitments.
6.8 Loan and replacement machines. We do not provide loan or standby machines during a repair unless we have expressly agreed to do so in writing.
6.9 Unauthorised repair. Do not arrange repair by a third party and do not open a machine beyond routine cleaning and the part replacement we instruct. Doing so voids this warranty in respect of the affected machine, and we are not liable for third party repair costs incurred without our prior written approval.
7. Molds, Tooling and Compatibility
7.1 Molds are precision tooling matched to a specific container geometry. Our warranty covers defects in material and workmanship and conformity to the approved drawing for the period stated in Section 2.2, and does not cover wear, damage from incorrect fitting, impact, dropping, cleaning with unsuitable chemicals, or use with containers other than those for which the mold was specified.
7.2 We do not warrant a minimum number of production cycles for a mold or for tooling used in the production of custom goods.
7.3 Where a sealing problem arises, our technical team will help identify whether the cause lies in the machine, the mold, the container, the film or the sealing parameters. Where the cause is a container or film not supplied by us, or a parameter set outside our recommendation, the resulting work is chargeable.
8. Consumable and Custom Printed Goods
8.1 Claims that trays, containers, lids or films do not conform to specification must be notified within the periods set out in our Purchase, No Returns and Cancellation Policy, with photographs and the lot or batch information printed on the cartons, and with a representative sample retained.
8.2 Variation in colour, shade, print registration, opacity, surface finish, fiber texture and film clarity between production runs, and variation of dimensions within ordinary manufacturing tolerance, are inherent to the manufacturing and printing processes and are not defects.
8.3 Custom printed film is warranted against defects in material and workmanship and conformity to the approved proof. It is not warranted against errors, omissions or unlawful content in the artwork you approved, or against the suitability of any claim or statement appearing on the artwork.
8.4 Where a non conformity is verified, our obligation, at our option, is to replace the affected goods or to issue a credit or refund for them.
9. Safety
9.1 Machines contain heated components and moving parts. Always isolate the machine from the electrical supply before cleaning, inspection or any part replacement, allow heated components to cool, and use appropriate personal protective equipment.
9.2 Do not operate a machine that is damaged, that is producing abnormal noise, smell, smoke or heat, that has exposed wiring, or from which a guard or interlock is missing or defective. Stop using it, isolate it and contact us.
9.3 You are responsible for the training and supervision of operators and for compliance with applicable workplace health and safety requirements. Safety related guidance we provide does not transfer that responsibility to us.
10. Warranty Service Outside the United States
10.1 We sell and ship within the United States. This warranty applies to machines located in the United States.
10.2 If a machine is exported or relocated outside the United States, we are not obliged to provide warranty service in that location, and any parts, freight, duties, taxes and service costs arising from such a location are your responsibility.
11. Relationship to Other Documents
11.1 A warranty claim under this Policy is not a return. Our Purchase, No Returns and Cancellation Policy applies to returns, cancellations and refunds, and all sales are final except as provided in that policy.
11.2 Shipping damage and shortages are handled under our Purchase, No Returns and Cancellation Policy and must be reported within the periods stated there. Issues arising after a machine has been unpacked, inspected and successfully test operated are handled under this Policy.
11.3 Where there is a conflict between this Policy and our Terms of Service in respect of warranty matters, this Policy prevails.
12. Exclusive Remedy, Disclaimer and Limitation of Liability
12.1 The remedies set out in this Policy are your sole and exclusive remedies for defective or non conforming goods.
12.2 EXCEPT FOR THE EXPRESS LIMITED WARRANTIES SET OUT IN THIS POLICY, WE DISCLAIM ALL OTHER WARRANTIES, CONDITIONS AND REPRESENTATIONS, WHETHER EXPRESS, IMPLIED OR STATUTORY, INCLUDING ANY IMPLIED WARRANTY OF MERCHANTABILITY, ANY IMPLIED WARRANTY OF FITNESS FOR A PARTICULAR PURPOSE, ANY WARRANTY ARISING FROM COURSE OF DEALING OR TRADE USAGE, AND ANY WARRANTY OF NON INFRINGEMENT.
12.3 TO THE MAXIMUM EXTENT PERMITTED BY LAW, WE ARE NOT LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, LOST SALES, LOST OR SPOILED FOOD PRODUCT, RECALL COSTS, PRODUCTION DOWNTIME, LOSS OF BUSINESS OR GOODWILL, OR THE COST OF SUBSTITUTE GOODS OR SERVICES, ARISING OUT OF OR IN CONNECTION WITH THE GOODS OR THIS POLICY.
12.4 TO THE MAXIMUM EXTENT PERMITTED BY LAW, OUR TOTAL AGGREGATE LIABILITY IN RESPECT OF ANY GOODS DOES NOT EXCEED THE PRICE PAID FOR THOSE GOODS.
12.5 These limitations apply notwithstanding the failure of any limited remedy of its essential purpose, and reflect the allocation of risk agreed between commercial parties. They do not exclude liability for fraud, for death or personal injury caused by our negligence, or any other liability that cannot lawfully be excluded or limited.
12.6 Any claim under this Policy must be commenced within one year after the cause of action accrues, failing which it is permanently barred, except where a different period is required by law.
12.7 No employee, sales representative, dealer or agent has authority to vary this Policy or to give any additional warranty, guarantee or performance assurance.
13. Governing Law and Contact
13.1 This Policy is governed by the laws of the State of Florida and is subject to the dispute resolution provisions of our Terms of Service.
13.2 Warranty claims and enquiries should be sent to SmartPackingUSA, Yildiz Prime Inc., 7826 Grey Heron Way, Unit 101, Naples, Florida 34104, United States, by email to info@smartpackingusa.com, or by telephone on (239) 227-5399.
13.3 We may amend this Policy at any time by publishing a revised version with a new Effective Date. The version in force on the date of your purchase governs the goods purchased on that date.
