Hardware Warranty & Repair Policy

We believe you should own what you buy. Our Grid controllers are designed to be opened, understood, and maintained by you. This warranty is designed to support that freedom while ensuring you have a reliable tool for your music.

If you bought Intech Studio products from our retail partners, please reach out to them first with warranty issues.

The Quick Summary

  • UK, EU or EFTA Customers: 2-year warranty from date of delivery.
  • Spain and Portugal: 3-year warranty from date of delivery.
  • Rest of World: 1-year warranty from date of delivery.

Our Philosophy: If it breaks, we ship you the part and the guide. It’s faster for you and better for the planet.

1. What is Covered?

If a component fails due to a manufacturing defect (it was made poorly or failed prematurely), we’ve got your back. This includes:

  • Core Hardware: PCBs, USB-C ports, and internal circuitry.
  • Control Elements: Faders, encoders, and buttons.
  • Official Software: We support and maintain the Grid firmware and the Grid Editor app to ensure your hardware works as advertised.

2. The Repair Process: How it Works

  1. Troubleshoot: Contact [email protected] with your order number and a description (or video) of the issue.
  2. Diagnose: We’ll work with you to find the specific faulty component.
  3. Ship: We ship the replacement part to you.
    • Under Warranty: We cover the part and shipping costs.
    • Out of Warranty: You pay for the part and shipping.
  4. Fix: You swap the part using our digital guides. We provide the parts; we expect you to have the basic tools (screwdrivers/hex keys) required.

3. Important Exclusions (What is NOT covered)

To keep our process generous for everyone, we have to be clear about what we cannot cover under warranty. The following scenarios are the user's responsibility:

  • Accidental Damage: Spills, drops, or physical damage caused by "enthusiastic" use.
  • Repair Mishaps: While we encourage DIY repair, damage caused by applying excessive force or incorrect reassembly is not covered.
  • Third-Party Mods: Damage caused by using non-Intech parts or unauthorized hardware modifications.
  • Custom Scripts: While we support our firmware, we cannot troubleshoot your custom Lua code or third-party MIDI mappings.
  • Wear & Tear: Natural cosmetic aging, such as scratches or fading labels.

4. Shipping & Customs

  • Shipping: We pay for shipping on all valid warranty claims. For out-of-warranty repairs, shipping is paid by the customer.
  • Customs & Duties: For international shipments (warranty or otherwise), any local import duties, taxes, or administration fees charged by your country are the responsibility of the recipient.

5. The "Open Hardware" Rule

Opening your Grid controller does not void your warranty. You are allowed to look inside, clean it, and replace parts. The warranty only becomes void on a specific component if that component is damaged by user error or outside interference.

Pro Tip: If you are performing a repair and something feels stuck, stop and email us. We’d rather hop on a call than have you snap a connector!

This warranty and repair policy was inspired by Framework.