Refund policy

Contact information:

Simple Solutions & Innovations, Inc.
701 Loyal Street
Danville, VA 24541
Office: (434) 792-7392
Fax: (434)-792-7395

Shipping & Handling

SSI offers shipping through all UPS and Fedex shipping methods. If you wish to use your own account number or a courier of your choice, please let us know and we can arrange pick up. To keep shipping and handling costs to a minimum, we will not add insurance coverage to any shipment unless the customer specifically requests SSI insure the shipment. If the courier loses the shipment after it has left our facility, SSI will not be held responsible for replacing any lost product/s.

Printhead Return Policy and Procedure

  1. Initiate process by notifying SSI that you have a printhead that needs to be replaced by emailing: websales@ssiprintheads.com with your printhead and printer model information, etc. You may also call us at the office number above. 
  2. SSI personnel will respond to you with an RMA number.
  3. Send the product(s) to:             
    RMA #
    Simple Solutions & Innovations, Inc.
    701 Loyal Street
    Danville, VA 24541
  4. When you send the product(s): It is always helpful to send correspondence/note with it indicating what you think the problem is or a description of the problem.
  5. Our Technicians will inspect/evaluate for warranty claims and provide analysis promptly.

SSI Printhead Product Warranty Information & Return Procedure

For SSI Aftermarket Products:The Warranty Period for SSI Printhead branded printheads purchased from SSI is one year from the date of purchase, or one million inches.

What is covered:

Our warranty covers any manufacturer defects or workmanship under normal use during the warranty period. To correct any unforeseen issue, SSI will issue an RMA and provide an evaluation of the printhead, as described above.

For OEM Products: OEM Products will carry the OEM product warranty and are subject to the decision made by the OEM.

Returns: all returns must be within 30 days of date of purchase and be unused and unopened to receive a credit/refund. Please make all returns to the address listed at the top of the page along with your original purchase agreement or order number.

Proper care and handling of your SSI Printhead

Please note: Improper care, especially on install and first-use, can damage the printhead and void the warranty.

Start-up energizing of printhead for initial operation 

THE RESISTOR ELEMENTS CAN BE DAMAGED BY OVERPOWERING OR OVERHEATING.
Overdriving the printhead occurs when the printhead is not properly contacting the media. This doesn’t allow the printhead heater element to dissipate the energy (heater) and will shorten the heater elements life, which will show up as missing pixels (white lines / voids where you would expect to see an image). This condition can be caused a couple of different ways;

  1. The printhead has a build-up of residue / material at localized areas, which prevent an even contact of the printhead to the media / platen, not allowing the heater elements to properly dissipate the energy / heater and damaging the elements. One of the symptoms of residue buildup is poor print quality that may look like faded print or failed print element(s). The way to prevent this condition is to ensure you don’t allow the residue buildup on printheads to occur. You need to use media that is of high quality that doesn’t release the coating from the media to the head, and you need to clean the head frequently and properly.
  2. Opening the print mechanism while printing or disconnecting internal printer cables with the power on also causes the energy / heat to not dissipate properly resulting in damage to heater elements. A print job should be completed allowing the printhead heater element to fully dissipate the energy prior to opening the printhead mechanism and the printer should be off before connecting or disconnecting internal printer cables.

Cleaning Method

Isopropyl Alcohol may be used to periodically remove paper residue from the printhead. Apply with cotton swab or soft cloth, using due care. Frequency of cleaning depends upon paper type and mechanical factors, and should be evaluated in a prototype system under normal operating conditions. Do not use abrasive materials in cleaning. Only clean when printhead has been de-energized and cooled to room ambient to avoid thermal shock damage.

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