Return, Refund & Warranty Policies:

Return Procedure - 10 days:
We hope that you will enjoy your purchase from Altair Astro. We take pride that all the products we carry are of the highest quality.  If in the unlikely event you need to return a defective or damaged product to us, please follow these notes and instructions:
1. In the event that your product was damaged in transit, or there was an error in processing your order, please contact us for return instructions.

2. In the event that your product is defective, please contact us first to receive a reference and to discuss the problem. Issues can usually be resolved by talking to us!

3. Send the product back to us with the reference we give you. Please insure the shipment for the full value of the product. If the returned product is damaged in transit, no compensation will be available.
4. Include the original packaging, and a copy of the receipt.
5. For a non-defective product, no credit will be refunded if there are signs of tampering with the product in any way, therefore anti-tamper labels must be intact. 
6. All materials originally shipped to you must be included in the package. 
7. The Product must be in the original condition if you're returning it for reasons other than damage. 
8. We have the right to repair or replace the item at our discretion.
9. Altair Astro Dealers: Should you have a defective product distributed by Altair Astro, please return it to the retailer you bought it from, and they will arrange a repair or replacement solution through Altair Astro Limited.

Return Policy:
Upon receipt of returned product, Altair Astro will assess the item/s to determine if they comply with the conditions of our warranty. Items that comply will be fixed or replaced free of charge. Items that are deemed to be out of warranty or have had their warranty voided will, with the customer’s approval, be fixed at a reasonable cost or replaced if beyond economical repair. Our warranty does not cover damage due to misuse, accidental, incidental or intentional abuse, tampering or the wear and tear of normal use.

Collimatable optical products: Cannot be returned on the grounds that they are mis-collimated if they are in fact designed to be user-collimated (includes telescopes) - unless of course user collimation is prevented by defects in workmanship. If you bring a standard reflector telescope into our shop for collimation, we will do our utmost to offer a free collimation service if you bought it from us. We will even attempt to collimate telescopes which weren't bought from us at our discretion. We reserve the right to charge for the service if the telescope was not sold to you by Altair Astro, or if the collimation requires consultation by an optician, or if the telescope is out of warranty. We will discuss this with you every step of the way, and do our best to help provided you bought the product from us. Repair and servicing is available for laser collimator products which have been put out of collimation by accident i.e. dropping from a height onto a hard surface however this is a chargeable service any may involve shipment costs. We are not obliged to repair or service grey market equipment which was not bought through us, or one of our dealers, and we may ask for evidence of purchase.

Software returns: In order to receive any credit for these items, they must be unopened and tamper-free (no missing shrink-wrap/packaging, no missing protective/security tape, no missing label). A refund will not be possible if there are signs of tampering with the product in any way. If the original is defective, you may be able to exchange the item by returning it back to us.

Free gifts: You must also return the free gift in order to receive a full refund. If you are unable to do so, the value of the free gift will be subtracted from the purchase price of the item being returned and you will be refunded the difference. The value of the free gift is based on the price it was regularly sold for on the date of your original purchase. 

If you have any questions regarding our return policy or the options that you have, please feel free to contact us. 

 

Worksmanship Warranty Policy - valid from date of purchase:
Our warranty covers defects in workmanship rendering products non-functional. Our warranty does not cover damage due to misuse, accidental, incidental or intentional abuse, tampering or the wear and tear of normal use. Upon receipt of returned product, Altair Astro Limited will assess the item/s to determine if they comply with the conditions of our warranty and if they were sold through a legitimate dealer. Items that do comply will be fixed or replaced free of charge. Items that are deemed to be out of warranty or have had their warranty voided will, with the customer’s approval, be repaired at a reasonable cost or replaced with new product paid for at full retail value. Only items imported and sold via legitimate EU Dealers are covered by the Altair Warranty.

Dew Controllers, Premier Heaters & Sensors: 2 years for parts and labour.

Firefly Heaters: 1 year for parts and labour.
Kendrick Solar Filters: 1 year for parts and labour.
Kendrick Bahtinov mask: 2 years for parts and labour.
Kendrick Tents: 1 year for materials & labour. Carry bag not covered under warranty, nor pegs. Damage due to user error is not covered.

Kendrick Laser Collimators: 2 years for parts and labour. Please note there is a collimation charge for lasers which have been put out of collimation through being dropped onto a hard surface or suffering a very hard shock.
Kendrick Power Packs: Power Pack: 3 months for parts & labour.

Battery Charger and associated parts: 1 year for parts and labour.
Kendrick Observing Chairs: 1 year for parts & labour.

Privacy statement:
All information submitted to Altair Astro will be treated with the utmost confidentiality and privacy. Unless you give us permission, we will not share any customer information with any outside parties.