Eligible new HiTi printers on ACE’s Singapore warranty record have two-year ACE printer cover. Check your record and open a support ticket before a printer or component is returned.
For a new issue, choose ACE Support - General support. Our Support Specialist will confirm the diagnosis and return instructions. Use ACE RMA - Return Merchandise Authorization for Repair (Require Ticket No.) only when directed, with your existing ticket reference. Confirm the return contents, location and timing before travelling or shipping.
Applies to: Eligible new HiTi printers supplied with ACE Singapore device cover. Separate consumables, printheads, spare parts, accessories and manufacturer regional terms require their own check.
Before you proceed: Stop using a printer that has smoke, a burning smell, liquid damage, unusual electrical behaviour or a trapped mechanism. Switch it off safely and tell us what happened. Do not dismantle the printer, touch the thermal printhead, force a cutter or pull out jammed media to prepare it for return.
Warranty periods and important exceptions
ACE’s approved policy provides 24 months of ACE cover for eligible new HiTi printers in Singapore, with repair or replacement after assessment. We confirm the recorded start and end dates for your serial number. This ACE commitment is separate from any manufacturer warranty.
| Item or claim | How cover is assessed |
|---|---|
| Eligible new HiTi printer on the ACE Singapore record | 24 months of ACE printer cover, subject to assessment |
| Separately supplied printhead, ribbon, paper, cleaning item, spare part or accessory | Does not inherit the printer’s 24-month period; confirm its own terms |
| A print-quality or printhead fault in an eligible printer | Describe the component and consumables used; component eligibility requires assessment |
| Manufacturer or overseas warranty | Product, market and original purchase terms must be confirmed separately |
Keep the invoice, serial label and consumable packaging. Genuine, correct-model media and the prescribed cleaning and handling procedures matter. HiTi’s CS-200e/CS-220e manual warns that non-original consumables can affect manufacturer cover. This is not a promise that every print defect is a printer hardware fault.
How ACE helps with your warranty check
The two-year ACE printer term was approved on 19-Oct-26 and is recorded in our warranty policy. It does not set a new blanket two-year period for separately purchased consumables or replacement components. If your purchase was overseas or through another seller, submit the details so we can advise the appropriate route.
How to prepare your support request
- Use ACE Warranty Check and keep the result. Find the invoice, full printer model and serial number. Note any previous service reference and the date the fault first appeared.
- Submit an ACE Support ticket with the exact error message, photos or a short video, and the computer operating system and connection method. For print quality, attach a sample without customer or cardholder personal information.
- Add the ribbon, paper or card type, consumable part number and any recent change of media or cleaning. Tell us about jams, drops, liquid exposure or a power incident so the Specialist can plan safe assessment.
- Wait for the approved route and model-specific packing instructions. For the P525L, HiTi instructs users to remove ribbon and paper rolls, fit the thermal-head protective pad and use a cushioned carton for transport. If media is stuck, ask us before removing it. Do not apply the P525L method to every HiTi model.
Where should I send or bring the item?
Wait for our Support Specialist to confirm eligibility, the receiving party, any reference number, the items to include and the delivery or appointment instructions. Do not ship to an address or visit for RMA before that confirmation. For a new fault, start with ACE Support. Use ACE RMA only with the existing ticket number and the instructions given for your case.
What happens after assessment?
We confirm the service scope after assessment. Loan equipment, on-site service, printhead replacement, event deadlines and immediate exchange are not automatically included. Any chargeable work is confirmed before it proceeds.
ACE contact and service hours
ACE Peripherals: 3005 Ubi Avenue 3, #01-88, Singapore 408861
Telephone: +65 6100 7000
Office hours: Monday to Friday, 9am to 7pm
Free technical support: Monday to Friday, 10am to 5pm, excluding public holidays
Premium support: 24/7 support with an active agreement; response within 4–8 business hours
RMA visits: By ticket-confirmed arrangement; last check-in is 5pm. Confirm the receiving route and visit before travelling.
Check your ACE warranty record or submit a support ticket with your invoice, model, serial number and fault details.
The exact product, purchase evidence and applicable terms determine eligibility. This guide does not change your recorded warranty or any rights that cannot be excluded under applicable law.