Refund policy

The Welsh Astronomy Centre — Returns & Refunds Policy

Our promise

We want you to enjoy your new telescope or astronomy equipment with complete confidence. If something isn’t right, we’ll always do our best to help.

This policy explains how returns, exchanges and refunds work when you shop with The Welsh Astronomy Centre.

Change of mind / unwanted items

If you’ve changed your mind, you may return most items within 14 days of receiving your order, provided that:

  • The item is unused and in “as new” condition

  • All original packaging, accessories, manuals and protective films are included

  • The product is suitable for resale

Please contact us before sending anything back so we can authorise the return and advise on the best method.

Important: Shipping telescopes and optics is expensive, bulky and requires specialist packaging. Because of this, customers are responsible for the cost of returning unwanted items, and we may deduct our original outbound shipping costs from your refund if we offered discounted or “free” delivery.

(We’ll always be fair and transparent about any deductions before processing your refund.)

Items that cannot be returned (unless faulty)

For practical and hygiene reasons, we’re unable to accept returns on:

  • Items that show signs of use or damage

  • Products missing original packaging or accessories

  • Special orders or custom-configured items

  • Software, download codes or gift cards

  • Eyepieces, filters and other small optical accessories that have been handled extensively

If you’re unsure, please ask us first — we’re always happy to advise before you purchase.

Faulty or damaged items

If your product arrives damaged or develops a fault within a reasonable period:

  1. Contact us as soon as possible with your order number and photos/details of the issue.

  2. We may troubleshoot first (many issues with telescopes are setup-related).

  3. If the product is genuinely faulty, we will repair, replace or refund in line with manufacturer warranties and your statutory rights.

Where a product is confirmed faulty, we will cover reasonable return shipping costs.

Exchanges

If you’d like to exchange for another product, please contact us.
We’ll help arrange the return and place a new order. Any price differences and shipping costs will apply.

Packaging your return

Astronomy equipment is delicate and easily damaged in transit.

  • Please repack carefully using original packaging wherever possible.

  • Use additional protection if the original box has been opened.

  • Returns that arrive damaged due to poor packing may be refused or subject to a deduction.

If you need advice on packing, just ask — we’re happy to help.

Refunds

Once inspected, approved refunds are processed back to your original payment method.

  • Allow 5–10 working days for the refund to appear, depending on your bank.

  • Deductions (if any) for missing items, damage or original shipping will be explained clearly beforehand.

Your statutory rights are not affected.

Need help?

We understand that telescopes and astronomy gear are specialist products. If you’re unsure whether something is suitable, please get in touch before ordering — we’d rather help you choose correctly than deal with a return.

📧 Email: info@welshastronomy.co.uk
📞 Phone: 01267 222 300