RETURNS AND WARRANTY POLICY
IMPORTANT: READ BEFORE PURCHASE
By purchasing, you accept these terms in full. These terms complement our main Terms & Conditions (v4.0) and do not limit your statutory rights under the Australian Consumer Law.
1. VOLUNTARY RETURNS (“CHANGE OF MIND” / “COLD FEET”)
We are not legally obligated to provide a refund or exchange if you simply change your mind, order the wrong product, or find it cheaper elsewhere. However, as a gesture of goodwill, we offer the following voluntary return policy. Our determination of a product’s condition under this section is final.
1.1 New, Unopened Items (30-Day Period)
Requirements: Original packaging must be completely unopened, with all manufacturer seals intact.
Conditions: The customer is responsible for all return shipping costs. Upon inspection, we will issue a store credit or refund (less our original shipping costs).
Exclusions: Special orders, clearance/sale items, and custom imports are entirely excluded from voluntary returns.
1.2 Opened Items (14-Day Period)
Requirements: The item must be in pristine, resalable “as new” condition with no signs of use, mounting marks, or wear. All original packaging, manuals, and accessories must be perfectly intact.
Conditions: A 20% restocking fee applies (non-negotiable). The customer is responsible for return shipping. Eligible returns will receive store credit only.
The “Digital Exhaustion” Exclusion: We strictly DO NOT accept voluntary returns for any product where single-use software, app activation codes, or digital licenses have been revealed or registered. Once the seal on a software code is broken, the product is yours.
2. AUSTRALIAN CONSUMER LAW (ACL) GUARANTEES
2.1 Your Statutory Rights
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
2.2 Exclusions to ACL Claims
You are not entitled to a remedy under the ACL if the product fault was caused by:
User misuse, drops, or physical impact.
Environmental damage (e.g., dew, condensation, or moisture ingress in electronic components).
Incorrect power supply usage (e.g., wrong voltage, reversed polarity, or unapproved third-party power tanks).
Unauthorized modifications or repairs.
Optical Performance & Aberrations – Minor extra-axial aberrations, coma, or edge distortions inherent to specific optical designs are standard physics, not manufacturing defects, and do not qualify for ACL remedies unless the unit is severely out of collimation.
We do not guarantee compatibility with legacy astronomy software suites, outdated operating systems, or third-party ASCOM/INDI driver conflicts. Inability to connect to outdated software does not constitute a hardware defect.
3. DAMAGE IN TRANSIT AND “DEAD ON ARRIVAL” (DOA)
3.1 Transit Damage (48-Hour Visible Damage Window)
If your item arrives with visible damage to the external packaging:
Sign as “Damaged”: If the courier requires a signature, explicitly write “Damaged Box” next to your signature.
Report within 48 Hours: You must email us within 48 hours with clear photos of the external box, the internal packaging, and the damaged item. This strict timeframe is required for us to lodge a valid insurance claim with our freight carriers.
3.2 Dead on Arrival (5-Day Testing Window)
You must inspect all goods and test electronic functionality within 5 business days of receipt. Please notify us immediately if a component fails to power on out-of-the-box.
4. Pre-Order / Backorder Cancellations
4.1 If you cancel a pre-order before the estimated ETA has passed, cancellation fees apply (our standard restocking fee) and payment gateway commissions (PayPal/Stripe) are not refunded.
5. WARRANTY CLAIMS AND SHIPPING RESPONSIBILITIES
5.1 Standard Items
For easily postable items, the customer is initially responsible for paying the return shipping to our facility for assessment. If the item is confirmed to have a manufacturing fault, we will reimburse your reasonable return postage costs (please keep your receipt).
5.2 Large or Heavy Items (e.g., Telescopes, Heavy Mounts)
For items that are large, heavy, or difficult to post, please contact us. Under the ACL, Astro Dog will arrange and pay for the collection of genuinely faulty heavy goods.
5.3 The “No Fault Found” Clause
If an item (standard or heavy) is returned to us as “faulty”, but our technical assessment reveals that the product is functioning normally or that the issue was caused by user error (e.g., incorrect power supply, failure to balance a mount, or software misunderstanding), the customer will be liable for all transport, collection, and inspection costs. We will provide an estimate of these costs before collection. The item will not be returned to you until these fees are paid.
6. RETURN PROCESS
Request Authorization: Email sales@astrodog.com.au with your order number and fault description. Do not return items without a Return Merchandise Authorization (RMA) number.
Technical Assessment: Many “faults” in astronomy equipment are setup errors. We may require you to provide photos, videos, or perform basic troubleshooting steps before authorizing a return.
Packaging: You are responsible for packing the item securely. We recommend keeping the original die-cut foam packaging for the lifespan of your warranty, as shipping heavy optical tubes without it almost guarantees damage. We are not liable for items damaged in transit due to inadequate return packaging.