Warranty, Repairs, and Service

A quick reference guide on our policies related to product warranties, shipping, returns, and repairs.

Orders & Shipping

You will receive a confirmation by email directly after placing an order on our website. Unless otherwise stated, orders for our products are typically shipped within 2 business days of receipt of the order. You will also receive a confirmation email when we ship your order. Typical transit times are 5-7 business days from the date of shipment. While we typically cover shipping and insurance charges, you may be responsible to pay for import clearance and any applicable local taxes or import duties. Please contact us by emailing [email protected] if you have any questions.

Warranty

Moku:Lab and Moku:Go products come with a 12 month limited warranty. Liquid Instruments warrants that for a period of 12 months from supply our products:

  1. will materially comply with the relevant documentation we publish
  2. will meet the relevant minimum performance criteria we publish
  3. are free from defects in materials and workmanship.

This warranty is void if the failure results from abuse, accident, misapplication, or modification by the customer.

If you wish to make a claim for a breach of any of the warranties set forth above, you must notify us by contacting us at [email protected] as soon as reasonably possible after the defect becomes evident and describe the fault or defect. We will not be liable for any breach of the warranties set forth above or any other product warranties unless you have notified us within 12 months of the delivery of such product. In any event, to the extent permitted by applicable law, your sole remedy (and our sole liability) for any breach of the foregoing warranties is limited exclusively to replacement of the affected product or a refund of the cost of such product, at our option.

Note that a 36 month limited warranty for Moku:Lab (in lieu of the standard 12 month limited warranty) may be purchased or included with select instrument bundles (for example, the Moku:Lab Full-suite Bundle). This will be specified at the time of purchase and the same warranties set forth above apply.

Returns

We want you to be satisfied with your purchase. For equipment purchased directly from Liquid Instruments, you may return your undamaged Moku:Lab or Moku:Go within 30-days of purchase for any reason. Equipment must be returned with original packaging and accessories or you may be charged a restocking fee. To initiate a return, please email [email protected].

Repairs

Please contact [email protected] if your products require repair. The typical turnaround time for repairs is 10 business days. If a fee is required, Liquid Instruments will provide you with a quote and obtain your approval before commencing any repairs.

Premium Service Package for Moku:Lab

The Premium Service Package provides premium support for each covered Moku:Lab for one year and can be renewed annually. Premium service includes:

  • Technical Support: Access to Application Engineers for support via email and phone, with expedited turnaround time for responses (1 business day).
  • Advanced Replacement: If a repair is required we will provide new replacement hardware, reducing downtime on your end. Turnaround time is 1 business day plus shipping for a replacement product. Shipping fees are paid by Liquid Instruments for the replacement unit as well as for the return of the equipment requiring repair.

Please refer to our Terms of Use page for our complete terms and conditions.

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