We would like to inform you that the product warranty is governed by the conditions established by our suppliers. It is important to note that in some cases the supplier may request an inspection of the product before agreeing to an exchange or repair.

The guarantee is therefore applicable directly by the supplier and not by Astronomie Plus. We remain at your disposal to support you in this process and provide you with all the necessary assistance, but the final decision rests with the supplier. You can refere to specific suppliers warranty information below.

As an indication, some suppliers offer a replacement of the defective product within one month of the date of purchase. For requests made beyond this period, the product will be subject to inspection before being repaired.

Please note that in the majority of cases we will not exchange a defective product with a product from our inventory.

If the product you have purchased is not working properly, please contact us as soon as possible. We will contact the manufacturer and guide you through the process of returning the product for warranty.

How to Proceed for Defective Product

At Astronomie Plus, we place great importance on the quality of our products and customer satisfaction. If you encounter an issue with a product, please contact us at support@astronomyplus.com and follow the procedure below:

1. Initial Verification

Before proceeding with any return, we require you to provide photos or a video of the product in question. This will allow us to:

Verify that the issue is not due to improper handling.
Contact the manufacturer for a more in-depth evaluation.

If the customer lives near our store, we may request that they visit us in person to demonstrate the issue.

In some cases, we may also ask the customer to:

Provide additional screenshots.
Test different recommended solutions.
Download and send us log files.
Follow other technical steps to attempt a remote resolution.

We request reasonable cooperation in this process to help identify the cause of the issue and determine the best solution.

2. Product Return – Mandatory Authorization

In all cases, you must obtain return authorization from us before shipping a product. No returns will be accepted without prior authorization.

If we cannot confirm remotely that the product is defective, the customer must ship the product at their own expense for inspection. (See #3 for transport costs)
If the customer wants a discounted return label, they can request one from us. We will provide a shipping label, and the cost will be billed to the customer.
Before requesting a return, we recommend thoroughly testing the product and carefully reading the provided instructions.

3. Shipping Costs (Round Trip)

3.1 Defective on Arrival (DOA) – Within 30 Days of Receipt

If your product is defective upon arrival and you notify us within 30 days of receiving it, we will cover the round-trip shipping costs for its replacement.
We may need to inspect the product before confirming the issue. In such cases, we will send you a return label. However, if no problem is found upon inspection, or if the issue is due to improper handling, shipping costs (both ways) will be charged to the customer.
Possible exceptions: Some cases may be excluded from free replacement.

3.2 Defective Under Warranty (More Than 30 Days After Receipt)

If a product becomes defective after 30 days, it must be returned either to the manufacturer or to Astronomie Plus for repair.
In this case, the round-trip shipping costs will be the customer’s responsibility, unless the manufacturer covers them for repair or replacement.

3.3 Manufacturer Requires Inspection Before Replacement

- If no issue is found, all shipping and customs fees between the customer and the manufacturer will be the customer's responsibility.
- In the event that a defective product cannot be repaired on site and must be returned to the manufacturer, return shipping costs may be required, whether the product is under warranty or not. Although many suppliers pay for the return for exchange or repair, some may require the customer to pay for the return shipping costs. If this is the case, we will demand the payment of these fees, although we try to reduce them as much as possible.

- If a defect needs to be confirmed by the manufacturer, the manufacturer's return policy will apply.

4. Packaging Requirements for Exchanges or Repairs

For any DOA (Defective on Arrival) exchange, the original complete packaging must be kept and returned, including the outer box, bags, and internal protective materials.
For any replacement or repair under warranty after 30 days, we strongly recommend keeping the original packaging to facilitate shipping.
If the original packaging has been discarded, it is the customer’s responsibility to properly package the product for its return.
If packaging is unavailable, and we need to prepare the parcel, handling and packaging fees may apply.