By the Mediapoint team · Updated 12 September 2026
Most pull-up banners that come back "faulty" were fine when they left. They were pulled up crooked, packed down in a hurry, left in a hot car, or stood outside for an afternoon. None of that is a manufacturing fault, and all of it is avoidable with about two minutes of care per use.
This is how to set up, pack down, store and look after a pull-up so it lasts, plus exactly what our warranty covers, what it does not, and how to claim if something genuinely is wrong.
Setting up correctly
Our Standard pull-ups assemble tool-free in a minute or so:
- Unpack the stand from its carry bag and lay the components out on a flat surface.
- Rotate the feet 90 degrees so they sit perpendicular to the base, then stand the base upright.
- Assemble the pole. Connect the three folded sections into one long support pole.
- Seat the pole in the slot at the back of the base and check it is securely fitted.
- Raise the banner. With a foot on the base to hold it, pull the graphic up slowly with one hand while holding the pole steady with the other.
- Hook the top rail onto the clip at the top of the pole and pull it straight.
If the banner is not standing square, pull the top rail gently forward or back until it aligns. Do not force it.
The one habit that prevents creasing
The instruction that matters most is in step 5: keep the print clear of the sides of the base as it rises. Letting the graphic rub or catch on the base edge as you pull it up is the single most common cause of creasing, and once a pull-up graphic is creased, it stays creased.
The same applies in reverse. Pack down slowly and straight, guiding the graphic back into the base rather than letting the spring snap it in. A pull-up that is raised and lowered gently every time will look new for years; one that is yanked will look tired after a few shows. Creasing and tearing from rough handling are not warranty faults, which is exactly why the habit is worth building into whoever sets the banner up.
Pack-down, transport and storage
- Retract fully before moving. Never carry a pull-up extended.
- Bag it. The carry bag is there to protect the graphic and stop the pole going missing. Lost poles, end caps and bags are not covered, so keep the kit together.
- Store upright or flat, out of heat. A hot car boot on a summer afternoon is the fastest way to warp a graphic. Store somewhere cool and dry.
- Keep it indoors. Which brings us to the boundary that matters most.
Indoor only: the rule and why it exists
Pull-up banners are an indoor product, full stop. The base is not weighted against wind, the print is not built for UV or rain, and the spring mechanism is not sealed. Stand one outside and a gust will put it on the ground, and a sunny week will fade and cockle the graphic.
Any weather-related damage, wind, rain or UV, voids the warranty. If a client needs a banner outside, the honest answer is a different product: a fixed PVC banner or a rigid sign. Our pull-up banner guide covers the models and points to the outdoor alternatives.
What the warranty covers
Our pull-up warranty is a replacement warranty on manufacturing faults, and it applies equally to Standard and Premium models.
Covered:
- Pull-up mechanism failure: 3 months from the delivery date. Provide a photo or short video showing the problem when extending the stand.
- Base or pole damage: report within 3 business days of delivery, with close-up and full-view photos of the damage.
- Print defects such as mis-cuts and scratching: report within 3 business days, with a photo of the full print and a close-up of the defect.
- Transit damage or missing items: report within 3 business days, with photos of the damaged packaging, damaged items, and a note of what is missing.
What we do about it: supply a replacement unit or part where available. Shipping for replacements may be covered at our discretion. Refunds are not offered; reprints or replacements are the resolution.
What the warranty does not cover
Being clear about this saves everyone a difficult conversation later:
- Outdoor use and any weather-related damage.
- User damage, including dropping, incorrect setup and mishandling.
- Modifications or unauthorised repairs.
- Print issues from supplied artwork: low-resolution files, missing bleed, poor file setup. Our pull-up artwork guide shows how to avoid every one of these.
- Colour variation. For colour-critical jobs, request a production sample before placing the full order.
- Normal wear and tear, general ageing and scuffing from regular use.
- Lost parts: poles, end caps, bags.
- Cosmetic marks that do not affect function.
- Tearing or print pull-out from incorrect installation or improper use, such as pulling too hard or outdoor exposure. Raise and angle stands gently.
One practical note: we do not stock spare parts for stands. If components are available we will try to assist, and lost parts may be offered at cost where stock exists, but it is not something to rely on. Keeping the kit together in its bag is the real spare-parts strategy.
How to claim
- Inspect the delivery on arrival. Most claim windows are three business days, so open the box and check the stand, pole, bag and print the day it lands.
- Photograph everything relevant before doing anything else: the damage close up and in context, the packaging if transit is the issue, a video of the mechanism if it will not extend.
- Email trade@mediapoint.com.au with the photos or video and the job details.
- Keep using the banner unless it is unsafe or completely non-functional. A cosmetic issue does not mean the display has to come down while the claim is assessed.
Mechanical claims run to three months from delivery; everything else must be reported within the three business days. Prompt, well-documented claims resolve fastest.
Frequently Asked Questions
How do I stop a pull-up banner creasing? Raise and lower it slowly and straight, keeping the print clear of the sides of the base, and never let the spring snap the graphic back in. Print catching on the base during setup or pack-down is the usual cause of creasing, it is permanent, and it is not a warranty fault.
Can I use a pull-up banner outside for a day? It is not built for it. The base is not wind-weighted, the print is not weatherproof and the mechanism is not sealed, so even a short outdoor stint risks a fall or a damaged graphic, and any weather-related damage voids the warranty. Use a fixed PVC banner or rigid sign outdoors.
How long is the pull-up warranty? The pull-up mechanism is covered for 3 months from delivery. Base or pole damage, print defects and transit damage or missing items must be reported within 3 business days of delivery with photos. The remedy is a replacement unit or part, not a refund, and the terms are the same for Standard and Premium.
What if a part goes missing? Lost poles, end caps and bags are not covered by warranty, and we do not stock spare parts for stands. If a component is available we will try to help, possibly at cost, but keeping the kit together in its carry bag is the reliable answer.
Is colour variation covered? No. Colour variation sits outside the warranty, so for colour-critical work, request a production sample before placing the full order.
How do I make a warranty claim? Inspect the delivery on arrival, photograph or video the issue, and email trade@mediapoint.com.au with the evidence and job details within the claim window: 3 months for mechanism faults, 3 business days for everything else.
Key takeaways
- Set up slowly and straight, and keep the print clear of the base edges, that one habit prevents most creasing.
- Retract before moving, bag the kit, store cool and dry, and never leave it outside.
- Indoor only: weather damage voids the warranty.
- Mechanism faults are covered for 3 months; base, pole, print and transit issues must be reported within 3 business days with photos.
- Artwork faults, user damage, colour variation, wear and lost parts are not covered. Replacement is the remedy, not refund.
- Inspect on arrival, document with photos, and email trade@mediapoint.com.au to claim.
Order pull-ups built to last
Looked after properly, a pull-up is a multi-year display that travels to every event. Mediapoint supplies trade-only, blind-shipped pull-up banners in Standard and Premium 850mm models, complete with pole and carry bag, backed by a published warranty. Send your artwork through for a quote and tell us the model.
