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4. Returns and Exchanges (6)

16306 views   May 7, 2019

  • 4.1 What is your return policy?

    OR, I ordered the wrong item/size or simply changed my mind? Can I return it? 
    OR, I am not sure if a certain eyepiece, etc. will perform well with my telescope. Can I return it if I don't like it?
    If you simply did not like the item, changed your mind, ordered the wrong item, or if the item simply did not work out for you, we will gladly take the item back within 30 days of receipt if it is in new/unused condition. 

    Quick summary

    If you return an item that is not defective/incorrect:
    - You must request an RMA and ship the item back within 30 days from when you received it
    - You will be responsible for all return shipping costs
    - We will deduct the shipping and handling cost we incurred in shipping the item to you in the first place
    - We will deduct credit card or Paypal fees (3%) for refunds over $500 that are not refunded to us. If you opt for store credit instead, we will waive this 3% deduction
    - We may levy restocking fees for items showing signs of use or from your 4th return onwards

    Details and fine print

    1. RMA request and 30-day limit
    You must contact us first to discuss the return reason, receive an RMA (return Authorization Number), and ship the return back within 30 days of the date you receive your order. No exceptions. After 30 days, the manufacturer's standard warranty terms will apply.

    2. Return in new condition
    All returned items must be in absolutely new (mint), resaleable condition. Returned items should not show any evidence of use or wear, dirt, or blemishes of any kind. Items must be returned in their original packaging and should include all supplied materials, instructions, warranty cards, original accessories, hardware, and any software provided.

    Outbound shipping costs incurred in shipping the product to you will be deducted from the refund amount. We reserve the right to refuse any return if the returned item is damaged, missing parts, or shows excessive signs of use. In such cases, the item will be returned to you and you will be responsible for all return shipping expenses.

    3. Restocking and additional fees may apply
    If you return an item in new/unused condition, we do not levy additional restocking fees for your first three returns if the refund amount is less than $500. We will deduct credit card or Paypal fees (3%) for ref...
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  • 4.2 How do I return an item? Where should I ship it?

    Returns should be sent to:
    Agena Astro
    13100 Alondra Blvd, Unit 106
    Cerritos, CA 90703, USA
     
    You do not need to include a copy of your original invoice or email correspondence with us, but please make sure that your name and order number are clearly listed somewhere on the inside or outside of the shipping box.
     
    We suggest that items be securely packaged and insured for the full retail value, as we cannot responsible for lost or damaged packages. Please ship the package back preferably via USPS or UPS (Fedex is very unreliable in our area and we are not able to retrieve packages from their local distribution center if they do not deliver to us during our limited business hours). Please use a separate box to package the return item(s) in - please do not deface the original product box.

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  • 4.3 Do I need an RMA or Return Authorization Number?

    Until Feb 6, 2021, we did not require an RMA for customers to ship returns back to us. However, effective Feb 7, all customers must contact us in advance to discuss the reason for their return, and get an RMA number and further instructions from us before sending anything back. Items received without prior approval and an RMA number might be declined and returned, or will require additional time to process.

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  • 4.4 It has been more than 30 days since I placed my order. Can I still return or exchange something?

    Sorry - returns cannot be accepted after more than 30 days from the date you receive your order for any reason, even for store credit. No exceptions. Please do not tell us that you did not get around to it, sold the scope that you intended to use your new item with or that the weather did not co-operate. 30 days is a very reasonable return duration and an industry standard. If there is a problem with an item, the manufacturer's warranty will apply after 30 days.

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  • 4.5 How will I receive my refund? When will my credit appear on my account?

    We process returns within 3-4 business days after we receive the returned item. Refunds will be issued in the form of the original payment. Please understand that returns have a process to go through that takes some time before we can refund and cannot be done instantaneously as soon as your return is delivered to us.

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  • 4.6 I received a wrong or defective item. What should I do?

    First of all, please accept our sincere apology for the inconvenience. Please contact us within 72 hours of receiving the product. We will send you a replacement promptly and arrange for you to return the original product back to us at our cost .

    US Returns:
    If the item is definitively determined to be defective or the incorrect item was shipped to you, we will send you replacement along with a pre-paid return shipping label. Please affix this label to the return package and drop it off in any USPS mailbox or give it to your mailman or UPS driver.

    In some cases, we will ask you to return the item first via USPS or UPS at your expense. If the item is subsequently found to be defective, we will reimburse you for the shipping cost via a store credit. Return and outbound shipping costs will not be refunded if the item is found to be in perfect working condition upon return.

    If you return an item at your expense without informing us, please note that the shipping reimbursement amount (if warranted) will be limited to the discounted shipping cost we would have paid had we sent you the label. You will not be reimbursed for the full retail shipping cost that you might pay.

    International Returns:
    Please return the package using the cheapest shipping option offered in your country. Let us know the shipping cost you incur. If we send you a replacement, we will issue a partial refund for your order to compensate you for the shipping expense. 

    Your reimbursement is limited to the shipping cost of the shipping method we recommend, or the cheapest shipping method available. You will not be reimbursed for any difference if you use a more expensive/faster shipping method. Also, please note that the word "Defective" does not include optical aberrations or other performance shortcomings you may observe, especially in eyepieces.

    Finally, if you receive an incorrect or defective item but then change your mind and decide to return it (in lieu of a replacement), please note that you will be responsible for all return shipping costs.


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