Pilot Labs After-Sales Policy

Dear Customers:

Thank you for purchasing Pilot Labs products. To protect your rights and interests, please read the following After-Sales Policy carefully. PLEASE NOTE THAT THIS AFTER-SALES POLICY GIVES YOU SPECIFIC LEGAL RIGHTS, AND YOU MAY ALSO HAVE OTHER RIGHTS, WHICH VARY FROM COUNTRY TO COUNTRY.

 

Limited Warranty

Pilot Labs provides a limited warranty, which covers failures in functioning due to defects in materials or workmanship, on all eligible Pilot Labs products. Software products, packaging, and technical data are not covered.

The limited warranty is only applicable to the original purchaser of the product. Proof of purchase is required to receive any service guaranteed as part of the limited warranty. The maximum liability of Pilot Labs is equal to and no higher than the product's purchase price.

The limited warranty does not apply to refurbished products or products that were resold by unauthorized re-sellers.

 

Conditions that disqualify products from the limited warranty include but are not limited to:

  1. Any defects or damages caused by normal wear and tear, accidents, improper installation or maintenance, misuse (including failure to follow product documentation), neglect, alterations to the hardware or supporting setting files, servicing other than by Pilot Labs technicians, and external causes that include but are not limited to natural disasters, water damage, and extreme thermal or environmental conditions
  2. Any defects caused by software, virus, or improper use of self-made, non-public or third party/open source software
  3. Any defects caused by unauthorized modification of circuits and mismatch or misuse of the battery and charger
  4. Any defects caused by a forced fight when components are aged or damaged
  5. Any defects caused by transportation or loading during returning voyage
  6. Any other defects that are not caused by workmanship or product quality

     

    Warranty Period

    Product Type

    Warranty Period

    Hugo Robot

    90-days

    Build-it-yourself Moorebot Zeus

    90-days

    Assembled Moorebot Zeus

    90-days

    Customized Moorebot Zeus

    90-days

     

    Return Within 30 Days*

    Build-it-yourself Moorebot Zeus

    Please note that Build-it-yourself Moorebot Zeus CANNOT be exchanged or refunded once it has been assembled in part or in entirety. Only defective components of the kit will be replaced if the need arises. In this manner, please read the construction instructions for the robot carefully and ensure that you understand them before commencing construction. Work on a clean table and take regular breaks to maintain your concentration.

     

    Customized Moorebot Zeus

    Please note that Customized Moorebot Zeus is NOT refundable and has a 30-day exchange policy.

     

    Other Products

    If the product is found to have non-human caused performance failure within 30 days from the date of purchase, as per the date of the official sales invoice, purchase vouchers, or warranty card, please advise Pilot Labs first by emailing us a ticket at customerservice@moorebot.com. Pilot Labs will provide you a return merchandise authorization (RMA) number. No returns will be accepted in the case you have not obtained an RMA number. The product must then be returned in its original packaging (in perfect condition for resale) with its receipt and a small note for the reason of the return and your RMA number. The note will help us better serve you and improve our products. Reimbursement will be denied for any product that does not conform to the above-mentioned conditions.

     

    Please note that a 20% restocking fee may apply if you are returning the same product in large quantities. You will also be charged the cost of returning the product. Shipping fees will only be refunded if the return is due to a shipping error on our part.

     

    Repair Within 90 Days

    If the product is found to be defective and is still covered under the Pilot Labs Repair Policy, it is recommended to do self-troubleshooting to find the source of the problem and to ship the defective components, such as servo motors, USB drive, or charger, only for repair. Components that function correctly are not required for shipment.

    Please note that any damage on Pilot Labs products caused by unauthorized modification, disassembling, or shell opening not in accordance with official instructions or manuals is NOT covered by the Repair Within 90 Days Policy.

     

    You may have a repair processed by following the steps listed below:

    1) Request a Repair

    Submit a repair request to Pilot Labs at customerservice@moorebot.com. The following information is required:

    1. Valid proof-of-purchase, receipt
    2. Description of the product issue
    3. Picture or video of the issue
    4. Your name, email address, contact number, and physical shipping address (for replacement purposes)

    2) Confirm the Issue

    A Pilot Labs Customer Service representative will verify the issue(s) you are experiencing. If the product is confirmed to be defective, we will provide you a case number and details for shipping the product to us based on your location.

    3) Shipping and Returns

    You will ship the defective component(s) to Pilot Labs first. Return to the warranty portal and apply for a repair using the case number that Pilot Labs has provided. After having received your package, Pilot Labs will ship the replacement unit(s). The repair process depends on how long it takes for the customer to return the defective component(s). Please note that you will be charged for the shipping cost for both ways.

     

    Paid Repairs

    You will be charged a reasonable fee for materials and repairs under the following conditions:

    1. Out-of-warranty
    2. No proof of purchase or valid invoice except for proof of the warranty period
    3. The contents of the purchase certificate or the logo of the physical product do not match or are altered
    4. Product use or repair is inconsistent with the instructions for product use in the manual, or damage has been caused
    5. Damage caused by unauthorized dismantling or repair, unauthorized repair or modification by a company other than Pilot Labs
    6. Wetness, moisture, mildew
    7. Failure of equipment accessories and other components aside from the components listed above

     

    Remarks:

    Pilot Labs reserves the right, at its sole discretion, to interpret, modify, and amend this policy at any time.

    Moorebot

     

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