indeed, it’s not explicitly written anywhere. i should remedy that, but also, it’s somewhat complicated as everything is a sortof per-case basis given monome is a microscopic “company” and i deal with everything directly. here are my general guidelines:
- if something stops working, i’ll fix it
- if the damage is user-error, or device is old or secondhand, there will be a small repair and return shipping fee
overwhelmingly most repairs are busted connectors due to drops or mishandling, and i’m totally happy to fix these.
there’s the much more rare case that something was shipped and doesn’t fully pass QA, in which case i replace the unit right away (with apologies).
it’s incredibly rare for a known-working unit to suddenly “just break”— and i’m aware of the cases where this might be the case, ie, a batch of old norns that seem to have had some potentially defective-over-time encoders, which i then will fix.
so— when in doubt— just email help@monome.org and we’ll get it all taken care of.
