Support
Warranty and care
What we cover and what care rituals expect.
Who manages your support request
All warranty and care requests start by sending a message through our contact form with a clear description and photos of the problem. Our team at Sunnyrock Trade Yard receives support emails Monday to Friday. We’ll match your request to the right person, whether it’s technical for a CNC error or practical for a vinyl cutter’s alignment issue. Most warranty queries are checked by our crew on site at 2 Makro Place, Germiston.
If you work out of a Highveld factory, Durban shop, or mall bay in Menlyn or Gateway, our response will still come back by email first before any kit swap or next steps are agreed to. Sometimes, you might get a request for more detail, so keep your phone handy, but all arrangements will be confirmed in writing.
What the warranty covers
Your ByThis starter kit’s warranty covers functional defects in all parts supplied in the original install. This means cutting, control and ancillary kit components are included, like spindle drives, pressure arms and transport feed belts. Consumables like vinyl, DTF powder, and cutting mats are not covered under warranty, but we’re always willing to advise on replacements. Faults caused by incorrect site power (e.g. running on 120 V or 400 V mains by accident) or by letting Highveld dust collect inside moving parts are not covered by us.
It’s also important to make sure your kit has a regular clean-down for coastal humidity and Germiston dust. We get a lot of avoidable callouts in autumn because rails weren’t wiped or filter cages were left open.
How to care for your starter kit
Every operation should follow daily and weekly maintenance routines, especially after heavy cutting or engraving shifts. On Mondays, check all fasteners and visible cables. For DTF heads, run a test pass and inspect the output. Keep vinyl rollers free of adhesive buildup and wipe aluminium surfaces. If your station is installed in a Tyger Valley or Boardwalk retail bay, clear out fine dust with a microfibre cloth twice a week.
During power cuts, safely power down at the isolator instead of just flipping plug switches. This prevents latching faults and protects your gear’s electronics. If you’re unsure about any maintenance task, email us for the right guide before trying repairs yourself.
What happens after you email us
Once we receive your warranty support email, we’ll log the case and reply with a reference number. If possible, we may suggest a remote fix or send a care guide for your team lead to review. For kit checks that need a hands-on test, you’ll be guided to drop off the faulty part at Sunnyrock or, for larger plant items, we’ll talk you through an on-site check schedule. After inspection, anything needing replacement is either swapped at Sunnyrock or delivered back to your yard or shop. You keep both the case reference and a post-repair care note for your records.
No matter if you’re running a CNC station for a FET college project or prepping vinyl for a Riverside retail install, you’ll know where your support case is at all times. We never leave you guessing about what happens next.
Email the ByThis shortlist team
Tell us the city, the station sentence, and which pick you already tried. We reply from Sunnyrock with a shortlist that fits the week ahead.