Warranty & Repair

Warranty and Repairs

Every MO leaves our workshop built to last. We stand behind our work with a lifetime repair policy that covers your unit for as long as you own it. If something breaks, we fix it. Simple as that.

Lifetime Repair Coverage

Your MO is covered by free repairs for life. This is not a limited warranty with fine print and exclusions designed to deny your claim. If your MO stops working, we want to make it right.

What Is Covered

Manufacturing defects of any kind, including issues with 3D printed components, wiring, soldering, or assembly. Component failure under normal use, including the Raspberry Pi, display screen, speaker, microphone, and all internal electronics. Wear and tear from regular operation over time. Accidental damage, including drops, spills, and impacts. Damage from electrical surges or power fluctuations. Shipping damage on original delivery. Cracked or broken body panels. Screen malfunctions or dead pixels. Audio issues including speaker failure or distortion. Microphone failure or degraded voice recognition performance. Software corruption or boot failures. Loose or disconnected internal wiring. Button or control malfunctions.

What Is Not Covered

Damage resulting from intentional misuse, abuse, or deliberate destruction. Damage caused by unauthorized modifications, repairs, or disassembly performed by anyone other than Mo Co Factory. Damage caused by use of incompatible power supplies or accessories not provided by us. Cosmetic damage that does not affect the functionality of the unit, such as minor scratches or scuffs. Loss or theft of the unit.

Repair Process

Step 1: Contact Us

Email support@mocofactory.com with your order number and a description of the problem. Include photos or videos if possible. The more detail you provide, the faster we can diagnose the issue.

Step 2: Receive Shipping Instructions

We will respond within 48 hours with a prepaid shipping label and instructions for packing your MO safely. Use the original packaging if you still have it. If not, we will provide guidance on how to pack the unit to prevent further damage during transit.

Step 3: Ship Your MO

Drop off the package at the designated carrier location. Keep your tracking number for reference. Let us know once the package is on its way.

Step 4: Diagnosis and Repair

Once we receive your MO, we will assess the damage and begin repairs. Most repairs are completed within 5 to 10 business days depending on the complexity of the issue and parts availability. If we need to order replacement components, we will notify you of any delay.

Step 5: Quality Testing

Before shipping your MO back, we put it through a full test cycle. We verify wake word detection, voice recognition, AI responses, display functionality, audio output, and all other systems. Your MO will not leave our workshop until everything is working perfectly.

Step 6: Return Shipping

We ship your repaired MO back to you at no charge. You will receive tracking information and an estimated delivery date. Once it arrives, your MO is ready to use immediately.

Repair Timeframes

Most repairs are completed and shipped back within 2 to 3 weeks from the date we receive your unit. Complex repairs involving multiple component replacements or extensive body reconstruction may take longer. We will keep you informed throughout the process with status updates and photos of the repair work.

Common Repairs and Estimated Times

Speaker replacement: 2 to 3 business days

Microphone replacement: 2 to 3 business days

Display replacement: 3 to 5 business days

Raspberry Pi replacement: 3 to 5 business days

Internal wiring repair: 3 to 5 business days

Body panel replacement or reprinting: 5 to 10 business days

Full reconstruction: 10 to 15 business days

Replacement Parts

If you prefer to perform repairs yourself, we can provide replacement parts at cost. This option is available for customers who are comfortable working with electronics and 3D printed components. Contact us with your order number and the parts you need, and we will provide pricing and availability.

Available replacement parts include display screens, speakers, microphones, Raspberry Pi boards, power cables, internal wiring harnesses, and 3D printed body panels in your original color. We can also provide replacement microSD cards with the MO software pre-installed.

Please note that repairs performed by anyone other than Mo Co Factory are not covered under the lifetime repair policy. If you attempt a repair yourself and cause additional damage, we may charge for parts and labor to fix the issue.

Software Support

If your MO is experiencing software issues rather than hardware problems, we may be able to resolve the issue remotely without requiring you to ship the unit back to us.

Issues We Can Help With Remotely

Voice recognition not responding or performing poorly. AI responses behaving unexpectedly. Custom commands not working as programmed. Network connectivity problems. Software updates and patches. Configuration changes to wake words, voice settings, or other options.

How Remote Support Works

Contact us with a description of the issue. We will walk you through diagnostic steps and potential solutions. If needed, we can provide a fresh microSD card image for you to install, which will restore your MO to factory settings while preserving your custom configuration. In some cases, we may be able to connect remotely to your MO to diagnose and fix issues directly if you grant permission and your unit is connected to the internet.

Accidental Damage Protection

Unlike most warranties that exclude accidental damage, our lifetime repair coverage includes it. Dropped your MO? We will fix it. Spilled coffee on it? We will fix it. Knocked it off the shelf and cracked the screen? We will fix it.

We understand that accidents happen, especially with a device designed to sit on your desk or shelf where it can be bumped, knocked over, or caught in the crossfire of daily life. You should not have to worry about voiding your coverage because of an honest mistake.

The only thing we ask is that you be honest with us about what happened. Accurate information helps us diagnose the problem and repair your MO more quickly. We are not here to judge. We are here to help.

Modifications and Upgrades

If you want to upgrade your MO with new components or features after purchase, contact us to discuss your options. We can perform upgrades including Raspberry Pi board upgrades to newer models, increased storage capacity, battery pack installation if not originally included, and custom software modifications.

Upgrades are not covered under the free lifetime repair policy and will be quoted on a case by case basis. However, any upgraded components will be covered for future repairs just like the original parts.

Transferring Coverage

The lifetime repair coverage is tied to the MO unit itself, not the original purchaser. If you sell or give your MO to someone else, the coverage transfers automatically. The new owner simply needs to provide the original order number when requesting service.

Contact Information

Mo Co Factory

Email: support@mocofactory.com

Website: www.mocofactory.com

We respond to all inquiries within 48 hours. For urgent issues, please include the word URGENT in your email subject line and we will prioritize your request.

Our Promise

We built Mo Co Factory because we love these little robots and we want you to love yours too. A MO is not just a product. It is a companion. It sits on your desk, listens to your voice, and becomes part of your daily life. We take that responsibility seriously.

When you buy a MO, you are not just getting a one-time transaction. You are getting a relationship with a team that cares about your experience for years to come. If something goes wrong, we want to hear about it. If something breaks, we want to fix it. If you have ideas for improvements, we want to know.

Your MO was built by hand, and it will be repaired by hand, by the same people who made it in the first place. That is our promise to you.