Refund policy
Returns & Exchanges Policy
At Nova Telescopes, we stand behind the quality of every product we offer. We understand that purchasing high-performance equipment is an important decision, and our return policy is designed to provide clarity, fairness, and peace of mind.
Policy Overview
If your purchase doesn’t meet your expectations, you may request a return or exchange within our stated return window, provided the item meets the eligibility requirements outlined below. Our goal is to make the process straightforward while maintaining the integrity of our products.
Return & Exchange Eligibility
To qualify for a return or exchange, items must be:
- In new and unused condition
- Returned in original packaging
- Inclusive of all accessories, manuals, and components
Items that show signs of use, damage, or missing components may not be eligible for a full refund.
Return Window
You may initiate a return or exchange within 30 days of delivery. Requests submitted after this period may not be accepted.
Return Shipping Responsibility
For returns due to buyer’s remorse, the customer is responsible for return shipping. We offer a convenient prepaid return label for a flat rate of $25 (deducted from your refund), or you may choose to ship via your own preferred carrier at your own expense.
If the return is due to a defective item or an error on our part, Nova Telescopes will cover all return shipping costs.
How to Start a Return or Exchange
To begin the process, please contact our support team at returns@novatelescopes.com with your order number and reason for return or exchange.
Our team will provide return authorization (RMA) instructions along with the appropriate shipping details. Items should not be returned without prior authorization.
Damaged or Defective Items
If your order arrives damaged or defective, please notify us as soon as possible so we can resolve the issue quickly.
- For freight deliveries, damage must be reported within 48 hours of delivery
- For standard parcel shipments (UPS, FedEx, USPS), damage must be reported within 15 days
We will arrange a replacement or refund and cover all associated shipping costs.
Cancellations
Orders may be canceled for a full refund at any time before they have shipped. Once an order has been dispatched, it is no longer eligible for cancellation and must follow the standard return process.
Refund Processing Time
Once your return is received and inspected, we will process your refund within 7 business days. Please note that it may take an additional 3-5 business days for your bank or credit card provider to post the credit to your account.
Refunds will be issued to your original payment method and will include the original shipping cost, provided the return meets our eligibility requirements.
Our Error vs. Customer-Initiated Returns
If your return is due to an error on our part—such as receiving the wrong item or a defective product—we take full responsibility, including return shipping and replacement costs.
For customer-initiated returns, such as a change of mind, the customer is responsible for return shipping, but no restocking fees are applied.
Exchanges Process
If you would like to exchange an item, please contact our support team to initiate the process.
Customers are responsible for both the return shipping of the original item and the shipping cost of the replacement item. Exchanges are processed once the original item has been received and approved.
Final Reassurance
At Nova Telescopes, we are committed to making your experience as smooth and reliable as possible. If you have questions at any stage, our team is here to help with clear guidance and prompt support. You can shop with confidence knowing we stand behind both our products and our service.
