Warranty & Manufacturer
Defect Resolution Guide

For Defcon Films Australia Sales Partners

Purpose

This guide has been developed to assist Defcon Films Australia sales partners in identifying manufacturer defects, distinguishing them from installation-related issues, and understanding the correct warranty assessment process. It is intended to provide consistent warranty decisions and efficient claim handling across all authorised partners.

Warranty Eligibility

Warranty applies only to products purchased directly from Defcon Films Australia or an authorised Defcon Films Australia Sales Partner. Installations must be registered through the Defcon Films Australia e-Warranty Portal. Claims submitted after installation require a valid e-Warranty record. Claims submitted without sufficient evidence may be delayed or declined.

Evidence Requirements

The Sales Partner must acquire from installers, and supply to Defcon Films Australia:

• Clear photos/videos of the defect of the film on the vehicle.
• Clear photos/videos of the defect after removal.
• Images of surrounding panels and the complete vehicle.
• Vehicle make, model, OEM paint colour and installation date.
• Defcon Films Australia product e-Warranty ID.

Manufacturer Defects

Defcon Glanz (Clear Gloss PPF) & Defcon Frozen (Satin PPF)

• Uniform gloss creases/streaks remaining after controlled heating.
• Excessive glue specks in a concentrated area (typically first or last metre of a roll).
• Premature or abnormal ageing including localised yellowing, surface cracking, abnormal clarity or gloss loss.

Defcon Spectra (Colour PPF)

• Directional inconsistency (where applicable).
• Adhesive delamination.
• Uneven colour layer.
• Significant colour inconsistency within the same roll.

Installer Action

If a potential manufacturer defect is identified:

• Stop installation immediately.
• Apply controlled heat where applicable.
• If unresolved, do not continue using the material.
• Photograph and video the defect.
• Retain the defective material.
• Replace the affected section.
• Submit all evidence to the Defcon Films Australia Sales Partner for assessment.

Because colour films are more complex by nature, installers should perform additional checks before installing Defcon Spectra colour PPF:

• Test small sections from the roll.
• Compare pieces from different areas of the roll.
• View under multiple lighting conditions, various angles and distances.
• Inspect every panel after application.
• Confirm colour consistency prior to positioning.
• Recheck alignment and appearance before final squeegee-out.

Not Covered Under Warranty

Normal Material Ageing

Uniform yellowing, fading, gloss reduction, colour shift and weathering across the entire vehicle.

Installation Related

Moisture haze, water pockets, air bubbles, squeegee pressure marks, dust contamination, stretch distortion, non-uniform creases and temporary Defcon Frozen surface variations.

Vehicle Paint Warranty Policy

OEM Factory Paint

Where confirmed OEM factory paint is damaged as a result of the adhesive system of Defcon Paint Protection Film, Defcon Films Australia may provide incident assessment, reasonable repainting costs where liability is accepted, and replacement material.

Aftermarket or Resprayed/Refinished Panels

No paint warranty applies to resprayed, refinished or aftermarket paint systems. Installers are responsible for identifying signs of previous paint repairs before installation.

Paint Removal Claims

In rare cases paint lifting may occur during film removal. In the vast majority of cases this results from insufficient adhesion between paint layers rather than the Paint Protection Film. Paint lifting may also occur where paint has been compromised by stone chips, impact damage, previous repairs, cracking, deterioration or clear coat failure.

Under normal conditions with properly cured OEM factory paint this is uncommon. Defcon Films Australia does not provide warranty coverage for paint lifting during film removal, however each case will be assessed individually and reasonable support may be provided at the sole discretion of Defcon Films Australia.

Recommended best practice:

• Use controlled heat to soften adhesive.
• Remove film slowly with controlled tension.
• Use Defcon Sophie PPF Tack Reducer during installation.
• Follow all Defcon Films Australia installation and removal procedures.

Film removed by a non-authorised Defcon Films Australia installer or business is not eligible for paint lifting goodwill or warranty support.

Warranty Assessment Principles

Warranty covers manufacturing defects only. Claims are assessed based on evidence provided, product inspection, compliance with Defcon Films Australia installation procedures and compliance with warranty requirements.

Final Notes

Defcon Films Australia reserves the right to approve or reject any warranty claim following assessment. Material replacement does not constitute acceptance of liability. Warranty terms and conditions are subject to change without prior notice. Warranty periods for each product line are listed on the warranty page.