Our standard lead time for repairs is 3 weeks from arrival date to ship date.

Motion Laboratories, Inc.
General Return Policy

  • All items returned must have a Return Authorization (RA) number issued by Motion Laboratories.
  • All boxes with returned items must be clearly marked with the Return Authorization number on the outside of the box.
  • Returned items received without first being issued an RA number will be set aside until such time that we can determine why the item is being returned. Any items NOT marked are NOT subject to our standard lead time for repairs.
  • Any items returned without an accurate description of reason for return will be subject to a 2-hour minimum diagnostic charge.
  • Items returned for credit will be subject to a restocking fee. Fee amount may vary depending on product. Check with your Motion Laboratories Sales contact about restocking fees before returning any items.
  • Items returned for credit without first being issued an RA number will be set aside until such time that we can determine why the item is being returned.

Motion Laboratories, Inc.
Cable Return Policy

  • Please coil or otherwise separate each cable being returned and mark the length if it is not visible on the label/sticker or if it is not already marked on tape.
  • Any cables not properly dressed and identified will be subject to a minimum handling charge.

Motion Laboratories, Inc.
Return Packaging Policy

  • Please avoid using packing peanuts, if possible, as particles can get into sensitive areas on equipment and potentially cause further damage to the items.
  • Please do not ship multiple small items (i.e. Rac Pacs, Stringer Boxes, etc.) together in a box without sufficient padding as they are likely to get damaged in shipping.
  • For items returned for credit, ANY DAMAGE THAT OCCURS TO ITEMS IN SHIPPING DUE TO INSUFFICIENT PACKAGING WILL BE FIXED AT THE SENDER’S EXPENSE. THIS COST WILL BE DEDUCTED FROM ANY CREDIT ISSUED.

Motion Laboratories, Inc.
Return Communication Policy

  • Motion Laboratories, Inc. (MLI) staff will communicate with customers regarding Customer Request for Service (CRS) tickets using the contact information provided on the CRS Form.
  • There are several points in the CRS ticket process that require communication between MLI and the customer, including but not limited to intake information collection, quoting, approval of work, invoicing and payment.
  • The first communication to the customer from MLI will typically be via email to the contact email address provided.  This can be for any point in the CRS ticket process.
  • If there is no response within one week of the first email, a second email will be sent.
  • If there is no response within one week of the second email, a phone call will be made to the contact phone number provided as well as a third email.
  • If there is no response within one week of the first phone call and third email, a second phone call will be made to the contact phone number as well as a fourth email.
  • If there is no response within one week of the second phone call and fourth email, a phone call will be made to the company main number as well as an email to a company main inbox.
  • If there is no response within one week of the main number phone call and fifth email, a second phone call will be made to the company main number as well as a second email to a company main inbox.
  • If there is no response within one week of the second attempt contacting the main phone number and email, then a written letter will be mailed to the physical address provided.  This letter will explain the prior communications attempted and notify the customer that the CRS ticket will be closed, any open orders related to the CRS ticket will be canceled, and any physical material that was sent to MLI for the CRS ticket will be disposed of at the discretion of MLI.
  • If there is no response within two weeks of the written letter, the CRS ticket will be closed, any open orders related to the CRS ticket will be canceled, and any physical material that was sent to MLI for the CRS ticket will be disposed of at the discretion of MLI.