STARX/BISONX is committed to delivering exceptional quality and services, ensuring top-notch customer satisfaction.
Things to note when submitting warranty claim
1. What kind of evidence do I need to collect?
Before the commencement of installation, any obvious product defects that occur during the installation can be dealt with first and then reported to StarX/BisonX admin. The prerequisite is that claim must be submitted according to second point below, otherwise warranty claim will not be recognized. Obvious defects include film streaks, imprints, glue spots, foreign matter, etc.
2. Visual Proof:
a) Short Video (from the whole scene to the defective details, in order to better identify which part).
b) Pictures (one of whole scene and one detailed picture of flaws). Pictures should be clear.
c) Each claim should provide at least 1 short video + 2 images.
2.1 In order to streamline claims process, please provide the claims strictly according to the requirements. Otherwise, service might be delayed or rejected.
3. Compensation Standards for after-sales :
|
After-sales
department
|
Hood/Roof
|
Front/Rear Bumper
|
Rear Fender
|
Front Leaf/Door
Panel/Tail Box
|
|
After-sales
Quantity
|
2*1.52M
|
3*1.52M
|
3.5*1.52M
|
1*1.52M
|
Remarks: The after-sale unit is 1M * 1.52M, and the standard is the conventional vehicle standard. Special vehicle types may be increased or decreased according to actual conditions.
Reference Photos:
Possible Defects
1. Bubbling
a) Mainly appears on door panels and fenders in Audi A6, A4 and A3; Land Rover door panels; Mercedes Benz sports headlight corners; All are grooved door panels, fenders, front and rear bumpers.
b) This needs to be identified in large part as an installation problem. The technical level determines the amount of bubbling and the construction status also affects the bubbling amount. Mostly found in the electroplating series, so pay special attention to them.
c) Regardless of the size of the groove, the film should be selected and fed into the groove, and the film can be softened and made malleable with the help of a heat gun, but no stretching can be carried out. For door panels or front fenders with corner grooves, it is recommended that the film be applied from the bottom up. Don’t miss scraping, otherwise it will almost certainly bubble.
Reference Photos:
2. Edge Raising
a) Reactions generally occur at the side seams during the installation process, the store will question why the film does not stick. Some of the reactions take some time after a certain period of time. This type of issue usually occurs when the seams are not clean, such as oily substances, waxed, or crystal coating. The second is overstretching, the film surface retracts and shrinks until finally the edge raises up.
b) Solution: First, ask the other party if all parts are edged, and if so, go to the store after the sale and then let the store finish installation. At the same time, let the store prepare the remaining film with the problem and send it back to the headquarters for the designated location for testing.
c) If there are no problems, HQ will not bear the after-sales costs.
d) Secondly, if it is a specific part that has issues, then it must be an installation problem. Please remind the store to pay attention to cleaning the edges. Is it stretching too much around the edges? If so, that will worsen the issue.
Reference Photos:
3. Adhesive issues during film removal
a) The following adhesive issues are not within the scope of warranty claim: Base surfaces that have been painted, scraped, polished, pure PU or treated with fibreglass.
b) If the original car paint peels off, warranty can be claimed. When a claim is received, it can generally be identified by means of a photograph.
c) Glue loss in a small area may be caused by the method of tearing the film. Try to drag the film surface using one hand to stabilize the film and another underneath the film to prod the film to release from car surface. Do not tear it roughly or from the opposite direction.
Reference Photos:
4. Scratch/Offset Printing
1) Hairline marks, mainly on glossy surfaces and/or shiny surfaces, appear in the installation process in an environment with a temperature lower than 20 degrees.
Solution: When squeegeeing the film, spray lubricant (like a defoamer agent or bath lotion) on the soft wool sheet wrapped around the squeegee to reduce hairline marks; after applying the film, wipe it dry with a damp soft cloth and heat it with a heat gun.
2) Squeegee glue marks/glue line, mainly on piano surface and shiny surface, appear in the process of stretching and squeegeeing the film after heating with a heat gun.
Solution: It is recommended to use defoamers to effectively reduce the appearance of scratch marks. In particular, the installation of the piano surface requires multiple people and skilled technicians.
3) Please refer to the crystal/glossy series for installation precautions.
Reference Photos:
5. Film Discoloration
It most commonly appears on glossy or shiny/bright surfaces during the installation process. Heating and stretching over large curved surfaces will cause the film to change color. It requires gentle and skilled technicians during the heating and stretching process.
Reference Photos:
6. Film Surface Pitting
If it appears on the glossy surface, first use a small piece of suspended heat gun and heat it up. Do not stick it to the paint surface, it can be heat gunned off. If it does not work, please contact headquarters for after-sales service. Generally, a small area is heated to the point that it is almost much lighter. After exposure to the sun , you will no longer be able to see it. It is recommended to use a bright surface as the driving effect is much better than indoors.
Reference Photos:
7. Tone Discoloration
It appears in the installation process of x series, ceramic black and other matte series. Normally, the side of the car body is cut in one piece. When the door panel was applied with film later, the film is cut horizontally, and the cutting direction is inconsistent with the previous cutting. Basically, one part is cut horizontally and another vertically, this causes the reflections to differ.
Pictures below show the color aberrations, which we call the tone discoloration.
Solution: Maintain the same direction as the original approach when patching and cutting the film.
Reference Photos:
8. Irregular Prints
1) Oil drop prints. Appears 1 meter in front of the TXPM, TXUM, and sticker that is matte. As the film is packaged with plastic packaging, oil will adhere to the film surface. This oil mark can be removed by scrubbing with adhesive remover and then heating it with a heat gun.
2) Label offset printing. TXPM, TXUM, and stickers that are matte will leave an offset print, which cannot be wiped off. It is recommended to cut off the initial 3 meters for front and rear protection; then cut 2 meters to attach to the machine cover. There will no longer be an issue after the cover material installation is completed. Finally, cut the sides.
Reference Photos:
Maintenance FAQ
Basic guidelines to follow are:
1. Do not wash the vehicle within 3days of installation.
2. Manual car wash is recommended as best practice to protect the film’s quality in the long term. DO NOT USE AUTOMATIC CAR WASHES.
3. Avoid high pressure washers to edges of film during car wash. It may cause damage and/or uplift the film. If pressure washers are to be used, please utilize a 1 meter distance from pressure washer nozzle from film surface and edges.
4. Avoid use of abrasive pads and pigmented waxes or waxes that contain naphtha, kerosene or any other strong chemicals.
5. If required, apply a coating using STARX’s ProtectMaster every 6months to ensure longer lifespan of the film and to preserve high gloss finish.
6. It is recommended to apply a coating of STARX’s ProtectMaster on the film right after installation to reduce effects of stains, watermarks and other dirt.
7. It is very important to remove ANY stains as soon as possible or use 99% isopropyl alcohol or STARX’s CleanMaster for spot treating any stubborn stains. Do not leave the stain on the film or clean the film under direct sunlight or high temperatures.
8. Dirt, debris and stains left on the film may discolor or cause stains to seep deep into the film if not removed immediately.
For more information on after-care and maintenance, please do visit our official website www.starx.my or www.bisonx.com.my for more details on proper maintenance and after-care of STARX/BISONX products to ensure the longevity and durability of wraps and PPF. It is vital to ensure proper care is given to avoid these issues. Please do reach out to us at [email protected] or our WhatsApp hotline for any enquiries.
Warranty Coverage
STARX/BISONX vinyl wrap warranty extends coverage for extreme bubbling, extreme edge raising, peeling of original car paint during film removal, film surface pit marks, tone discoloration, irregular prints, lamination burns. However, these issues do not commonly occur if you engage a skilled installer, properly apply a quality, non-defective vinyl film, and ensure regular maintenance of the vinyl wrap.
For other issues such as watermarks, acidic stains, adhesive damage, non-original paintwork damage, dust and dirt. These issues are not covered by warranty as they are not directly caused by a defective vinyl wrap.
That said, to all the car lovers out there, do still wash your car regularly and treat it with love and care!
Limitations
STARX/BISONX warranty does not extend coverage to damage caused by normal wear and tear, road debris impact, scratches, watermarks, dust, dirt, stains, swirl marks, accidents, collisions or intentional damage of any kind.
Other limitations include but not limited to:
1. Improper storage, installation, handling and/or use of the Product;
2. Damage not resulting from manufacturing defects that occur while the Product is in the customer’s possession;
3. Unreasonable or unintended use of Product;
4. Products installed with known or visible manufacturing defects at the time of installation, including, but not limited to scratches, scuffs, scrapes, chips to the painted surface;
5. Damage to the wrapped surface due to improper wash techniques, automatic car washes or incorrect wash tools that may cause abrasion or by third parties not authorized by the Company;
6. Scratches, scuffs, scrapes, chips to the painted surface;
7. Damage caused by collision, accidental damage, vandalism, fire, hail, flood, surface rust, rail dust, physical damage, paint overspray, or paint manufacturer’ defects, which may be covered under manufactures protection plan;
8. Use in non-automotive applications;
9. Use of non-STARX branded coatings;
10. Damage caused by external forces outside of STARX/BISONX control.
STARX/BISONX warranty does not extend coverage to non-compliance with the company’s guidelines or instructions as stated above and within the company’s official websites of www.starx.my and www.bisonx.com.my.
Disclaimer
THE WARRANTIES SET FORTH HEREIN ARE THE ONLY WARRANTIES MADE BY THE COMPANY IN CONNECTION WITH THESE PRODUCTS. THE COMPANY CANNOT AND DOES NOT MAKE ANY IMPLIED OR EXPRESS WARRANTIES WITH RESPECT TO THE PRODUCT, AND DISCLAIMS ALL OTHER WARRANTIES, INCLUDING, BUT NOT LIMITED TO, ANY WARRANTY OF MERCHANTABILITY OR FITNESS FOR A PARTICULAR PURPOSE. PRODUCTS SOLD BY COMPANY ARE SOLD ONLY TO THE SPECIFICATIONS SPECIFICALLY SET FORTH BY COMPANY IN WRITING. OTHER THAN THE LIMITED WARRANTY SET FORTH HEREIN, THE COMPANY MAKES NO OTHER WARRANTIES, EXPRESS OR IMPLIED. THE COMPANY’S SOLE OBLIGATION UNDER THIS WARRANTY SHALL BE REPAIR OR REPLACEMENT OF NON-CONFORMING PRODUCTS. BUYER ASSUMES ALL RISK WHATSOEVER AS TO THE RESULT OF THE USE OF THE PRODUCTS PURCHASED, WHETHER USED SINGULARLY OR IN COMBINATION WITH ANY OTHER PRODUCTS OR SUBSTANCES. NO CLAIM BY THE BUYER/OWNER OF ANY KIND, INCLUDING CLAIMS FOR INDEMNIFICATION, SHALL BE GREATER IN AMOUNT THAN THE PURCHASE PRICE OF THE PRODUCTS IN RESPECT TO WHICH DAMAGES ARE CLAIMED. IN NO EVENT SHALL THE COMPANY BE LIABLE TO BUYER/OWNER IN TORT, CONTRACT OR OTHERWISE, FOR ANY SPECIAL, INDIRECT, INCIDENTAL, CONSEQUENTIAL, RELIANCE, STATUTORY, SPECIAL, PUNITIVE OR EXEMPLARY DAMAGES, INCLUDING, BUT NOT LIMITED TO, LOST PROFITS, LOSS OF USE, LOSS OF TIME, LOSS OF REVENUES, INCONVENIENCE, LOSS BUSINESS OPPORTUNITIES, DAMAGE TO GOOD WILL OR REPUTATION, OR LOSS OF DATA, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES OR SUCH DAMAGES COULD HAVE BEEN REASONABLY FORESEEN, IN CONNECTION WITH, ARISING OUT OF, OR AS A RESULT OF, THE SALE, DELIVERY, SERVICING, USE OR LOSS OF USE OF THE PRODUCTS SOLD HEREUNDER, OR FOR ANY LIABILITY OF BUYER TO ANY THIRD PARTY WITH RESPECT THERETO.
All STARX/BISONX statements, technical information and recommendations are based on tests believed to reliable but do not constitute a guarantee or warranty. All STARX/BISONX products are sold with understanding that buyer has independently determined the suitability of products for its purpose. STARX/BISONX products are warranted to be free of defects in material for the period of shelf life. In case of product defects communicated in mentioned period, STARX/BISONX will consider and determine the existence of the defect and further decide at its sole discretion, to either replace defective product without charge or compensate it within such amount, as STARX/BISONX deems reasonable. This action is the exclusive right and only obligation of STARX/BISONX. This warranty does not cover the cases of normal wearing, maintenance issues and transportation. In no event will STARX/BISONX be liable and responsible for labor, workmanship, consequential damages, or incidental damages of any kind.
