Version 1.0
Date: 14 July 2026
This Warranty and Support Policy explains your rights when a product bought on our webshop nightskyoptics.eu is defective or not what we agreed, and how our support and warranty procedure works. Please always read this policy together with our Terms and Conditions, which form the legal basis of every order.
Astronomy equipment is highly specialised. Many apparent faults are caused by configuration, setup, software settings, weather conditions or small adjustments needed after transport, and not by a real defect. We therefore recommend contacting our support team, or the specialised support service of the manufacturer, before returning a product.
Problems that are often solved through support include firmware updates, driver installation, WiFi or USB connection issues, GoTo setup, camera setup, software integration, guiding performance and calibration.
Please understand that this is a recommendation so that you can resume your use of any ordered products. It is never a condition for using your legal rights in case you encounter a lack of conformity.
Many telescopes and mounts need routine adjustment as part of normal use. Examples are collimation of the optics, balancing, polar alignment and calibration. Transport, handling and temperature changes can make such adjustments necessary. The need for routine adjustment is not in itself a defect.
What you see through a telescope also depends on the atmosphere, light pollution, temperature differences, cooling time of the optics, alignment, the eyepiece used, the magnification and your own experience. Disappointing viewing conditions do not necessarily mean that the product is defective.
Astronomy equipment often works together with software from other makers, such as ASCOM, INDI, N.I.N.A., PHD2, SharpCap, Stellarium and SkySafari. We cannot guarantee compatibility with every computer, operating system or driver version. Please check compatibility before you buy. Of course, if a product does not have the characteristics we stated or the characteristics you may legally expect, your legal guarantee fully applies.
Do you believe your product is defective? As a consumer you have a statutory conformity guarantee for two years from delivery. It means that the product must be as agreed and must work as you may reasonably expect. The guarantee is given by us as the seller and costs you nothing.
Does a defect appear within two years after delivery? Then the law presumes that the defect already existed at delivery, and it is up to us to prove otherwise. This presumption only falls away if it cannot be reconciled with the nature of the product or the nature of the defect.
For products with digital elements, such as mounts, cameras or controllers with built in software, you will be informed of and receive the updates, including security updates, that are needed to keep the product working properly, for as long as the law requires. These updates, and all information about those updates, are made available by the manufacturer, for example through the app or software of the product or through the website of the manufacturer. It is critical that you register your product with the manufacturer, install all applications and software required to use the products, and switch on automatic updates where available.
You must install these updates within a reasonable time and according to the installation instructions made available to you. If a problem arises solely because you did not install an update that was made available to you, or because you installed it incorrectly despite clear installation instructions, we are not liable for that problem.
Report a defect to us within two months after you discover it. You can do this in one of the following ways.
Please include your order number, the serial number of the product, a clear description of the problem and supporting material such as photographs or videos. Contact us before you send anything back. Many problems can be solved without shipping (see further below), and that avoids needless costs and transport risks for sensitive optical equipment.
Report any defects as soon as possible. We emphasize that if you don’t report a defect within two months after you discover it, you forfeit your rights under the legal guarantee.
If a product is defective or not as agreed, you can choose between free repair and free replacement, including shipping costs. We can only refuse your choice if it is impossible or if it would cost us unreasonably much compared to the other option. Repair or replacement takes place within a reasonable time and without significant inconvenience to you.
If repair and replacement are impossible, or if they cannot be done within a reasonable time or without significant inconvenience, you may choose between an appropriate price reduction and cancellation of the purchase with a refund of what you paid for the defective product.
We may let the manufacturer or an authorised service centre carry out the actual work, and we may put you in direct contact with them for practical reasons. However, we are always available as your primary point of contact. You can address every claim to us.
Many products come with an extra commercial warranty from the manufacturer. Such a warranty has its own conditions, which you receive with the product, or you can find on the product page or directly on the website of the manufacturer. A manufacturer warranty is always an extra. It never replaces or limits your legal guarantee of two years towards us.
To assess a reported defect quickly and to avoid needless shipping, we may ask you for supporting material, such as serial numbers, photographs, videos, error messages, log files, sample images or star test images.
Some claims require an inspection by the manufacturer or an authorised service centre. We do not have our own repair workshop. Where an inspection is needed, we arrange the process, keep you informed of the progress and the expected timing, and remain responsible towards you as your seller.
Does a product appear defective immediately when you receive it? Report this to us as soon as possible, with photographs, videos and any other useful information. We handle these reports with priority.
If the defect is confirmed, everything is free for you. We bear all costs of the repair or replacement, including shipping, parts and labour.
If the inspection shows no defect and the problem is not covered by the legal guarantee, for example because it concerns routine adjustment as described above, we may charge you the return shipping costs and reasonable, substantiated inspection costs, where the law allows this. We always inform you of possible costs before they are made.
We highly recommend that you inspect the delivered products immediately and to inform us of any visible transport damage within 48 hours after delivery. You can read more in our Shipping Policy. Reporting later never affects your legal rights, but only ensures a smoother handling of your warranty.
Even after the guarantee period of two years you may still have rights under the Belgian rules on hidden defects. Report a hidden defect to us within a reasonable time after you discover it, in the way described in the Terms and Conditions.
Contact us first. We aim to solve every problem fairly and quickly. Do we not work it out together? As a consumer living in Belgium you can turn to the Consumer Mediation Service (Consumentenombudsdienst), North Gate II, Koning Albert II laan 8, 1000 Brussels, mediationconsommateur.be. Consumers in other EU countries can contact their national European Consumer Centre through eccnet.eu.
Support and warranty requests: info@nightskyoptics.eu.
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