Store Policies

Telescopes Canada Exchange Policy

This Exchange Policy outlines the terms and conditions under which customers can exchange products purchased from Telescopes Canada. Our goal is to ensure a fair, clear, and customer-friendly exchange process while upholding manufacturer and warranty standards.

1. Overview

At Telescopes Canada, we strive to provide accurate products and exceptional service. We understand that in some cases, customers may wish to exchange a product due to defect, damage, or incorrect purchase. This policy explains eligibility, timeframes, and the process for initiating an exchange.

2. Exchange Eligibility

Customers may request an exchange if:

• The product was received defective or damaged upon delivery.

• The wrong product or item was received.

• The product is unused, in new condition, and within the eligible exchange period (30 days).

Exchanges cannot be processed for items that have been used, damaged after delivery, or are outside the return/exchange period.

3. Exchange Period

Eligible products may be exchanged within 30 days of delivery or pickup. The 30-day period begins on the date the customer receives the item, as confirmed by shipment tracking or pickup record.

4. Non-Exchangeable Items

Certain products are not eligible for exchange, including:

  • Gift cards or downloadable software.
  • Clearance, open-box, or refurbished items.
  • Special-order or custom-assembled products.
  • Solar viewing equipment (e.g., solar glasses, filters, or kits).
  • Items showing signs of wear, modification, or customer damage.

5. Condition of Products for Exchange

All products being exchanged must be returned in their original condition, with complete packaging, manuals, cables, and accessories. Items not meeting these conditions may be subject to additional fees or denial of exchange.

6. How to Initiate an Exchange

Customers should follow these steps to initiate an exchange:

  1. Email support@telescopescanada.ca with the subject line 'Exchange Request – [Order Number]'.
  2. Include the following details in your message:
    1.  Your full name and order number
    2. The product name/SKU you wish to exchange.
    3. The reason for exchange (e.g., defective, incorrect item, different model desired).
    4. Photos or videos (if defective/damaged).
  3. Await confirmation and exchange authorization from our support team. Unauthorized shipments will not be accepted.
  4. Once authorized, carefully package the product in its original packaging with all components.
  5. Ship the item to:  Telescopes Canada Unit #5, 1 Rosetta Street (back of complex) Georgetown, Ontario L7G 3P1
  6. Use a trackable shipping service and retain your receipt for proof of shipment.
  7. Once the returned product is received and inspected, the replacement item will be shipped or store credit issued (as applicable).

7. Shipping Costs for Exchanges

If the exchange is due to a Telescopes Canada error or product defect, we will cover the shipping costs for both return and replacement. If the exchange is initiated for other reasons (e.g., change of preference or ordering the wrong item), the customer is responsible for shipping costs in both directions.

8. Processing Time

Once your returned product is received and inspected, we typically process exchanges within 5–7 business days. You will receive an email confirmation with tracking information once your replacement has shipped.

9. Stock Availability

Exchanges are subject to current product availability. If the desired replacement item is on backorder or discontinued, Telescopes Canada will contact you to discuss alternatives or offer a refund in accordance with our Return Policy.

10. Exchanges for Different Products

Customers wishing to exchange a product for a different model or item of different value can do so by returning the original product for a refund (minus applicable restocking fees) and placing a new order.

11. Damaged or Defective Replacements

If your replacement item arrives damaged or defective, please contact us immediately within 7 days of receipt. We will investigate the issue and arrange for a prompt replacement or refund.

12. Warranty Exchanges

Warranty claims for defective products are handled in accordance with the manufacturer’s warranty policy. Telescopes Canada will assist customers by providing manufacturer contact information and guidance through the warranty exchange process.

13. Contact Information

For all exchange-related inquiries, please contact us:

Email: support@telescopescanada.ca
Phone: (289) 428-1334
Address: Unit #5, 1 Rosetta Street (back of complex), Georgetown, Ontario L7G 3P1
Website: https://telescopescanada.ca

14. Policy Updates

Telescopes Canada reserves the right to modify or update this Exchange Policy at any time without prior notice. Any updates will be published on our website and take effect immediately upon posting.

 

 

Version: 20-October-2025