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Q1
How long is the warranty period?
Products supplied by Moore Automated include a 12-month Moore Automated warranty starting on the shipment date. Coverage applies to eligible functional defects under normal use, subject to the exclusions and claim procedure in our Warranty Policy. This is a supplier warranty; a manufacturer warranty does not automatically apply.
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Q2
What does the warranty cover?
The warranty covers functional defects that occur under normal operating conditions and within the product’s stated electrical, mechanical, and environmental specifications.
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Q3
Are new-surplus parts covered by your warranty?
Yes. New and unused surplus parts supplied by Moore Automated are covered by our 12-month supplier warranty from shipment, subject to the Warranty Policy. Packaging condition and date code do not change the stated warranty period. We do not sell used, dismantled or refurbished parts.
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Q4
How do I make a warranty claim?
Contact sales@mooreplc.com before returning an item. Send the order or invoice number, full part number, serial number, quantity, fault description and available installation details, photos or test records. Wait for an RMA number and written instructions, then ship within 14 calendar days of RMA issue unless a different period is authorized in writing.
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Q5
What happens after an authorized warranty return is received?
After an authorized return is received, we assess the reported fault under the Warranty Policy. An approved claim may be resolved by repair of the returned item, replacement with a new and unused item, or a refund for the affected item if repair or replacement is not reasonably available. Any alternative model requires the customer’s written acceptance and compatibility review before shipment. We do not substitute a used or refurbished replacement.
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Q6
What is not covered by the warranty?
The warranty does not cover damage caused by misuse, improper storage or installation, incorrect wiring, electrical surges, environmental damage, unauthorized repair or modification, or operation outside the manufacturer’s specifications. Software, firmware, licenses, configuration files, and compatibility requirements are covered only when expressly confirmed in writing.
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Q7
What should customers do if a shipment arrives damaged or incomplete?
Customers should inspect the shipment promptly, record visible damage with the carrier, retain the product and all packaging, and take clear photographs. Moore Automated must be notified within five calendar days after delivery so that the issue and any carrier claim can be assessed.
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Q8
Can I return a non-defective product?
You may request a non-defective return within 14 calendar days after delivery. Approval is case by case; a 20% restocking and administration fee normally applies unless otherwise agreed in writing. Items must remain unused and in the supplied condition, with packaging and accessories. Special-order and other identified non-returnable items may be excluded from convenience returns. These restrictions do not remove valid warranty rights for a covered defect.
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Q9
Who pays the return shipping costs?
For an approved warranty claim, Moore Automated will normally arrange or authorize the return shipping method. Customers are responsible for shipping, insurance, customs charges, and other costs associated with non-defective returns or claims found not to be covered by the warranty.
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Q10
When and how will an approved refund be issued?
An approved refund is normally issued within 10 business days after the returned item has been received, inspected and approved. Payment is made by bank transfer to the original payer in the original invoiced currency. Any permitted deduction will be explained. Bank charges are not deducted where the refund results from Moore Automated’s error or where applicable law requires otherwise. Bank processing may take additional time.
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Q11
How are warranty enquiries handled for resold products?
For a product supplied onward to another customer, contact us with the original Moore Automated order number and product serial number. The original buyer should coordinate the claim, or authorize another claimant in writing for our review. Resale does not restart or extend the original warranty period. Claim handling and coverage follow the original order and Warranty Policy.
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Q12
What warranty period applies to a replacement unit?
An approved replacement is covered for the remainder of the original warranty period or 90 days from the replacement shipment date, whichever is longer. A replacement does not automatically start a new 12-month warranty.
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Q13
Does the manufacturer’s warranty automatically apply?
No. Moore Automated is an independent supplier, and the standard warranty is provided by Moore Automated. Any manufacturer warranty must be expressly confirmed for the specific item in writing; it should not be assumed from the brand name, original packaging or product condition.
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Q14
What should I do if the received item does not match the order?
Stop using the item and contact us promptly with the order reference and clear photographs of the item, label and packaging. Identify the difference from the written order, such as part number, revision, quantity or included accessories. Keep the packaging and wait for written instructions; do not return the item without an RMA. We will assess the discrepancy and confirm the appropriate resolution.
