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
Eligible unused, non-final-sale items may be exchanged within 30 days of delivery or pickup, including a change of preference or a customer ordering error. Items must be complete, undamaged, and in original packaging. Verified manufacturing defects, incorrect items sent by Telescopes Canada, and transit-damage claims are handled under the applicable return, shipping, or warranty terms.
3. Exchange Period
Contact Telescopes Canada within 30 days of delivery or pickup to request a return or exchange. The period starts on the carrier-confirmed delivery date or the pickup date. Obtain authorization before sending an item, and follow the return deadline and instructions provided in that authorization. Shipping damage must be reported within 7 days of delivery.
4. Non-Exchangeable Items
The following are final sale and are not eligible for discretionary returns, refunds, or exchanges:
- Gift cards and downloadable software/digital products.
- Clearance, discontinued, open-box, and refurbished products.
- Special-order, custom-built, and custom-assembled products.
- Solar filters, solar glasses, solar viewing kits, and solar telescope kits.
Regular-priced products and ordinary promotional-sale products remain eligible under the other terms of this policy. Final-sale status does not remove applicable manufacturer warranty coverage or rights that cannot be excluded by law. Open-box items are eligible for the full applicable manufacturer warranty.
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:
- Email support@telescopescanada.ca with the subject line 'Exchange Request – [Order Number]'.
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Include the following details in your message:
- Your full name and order number
- The product name/SKU you wish to exchange.
- The reason for exchange (e.g., defective, incorrect item, different model desired).
- Photos or videos (if defective/damaged).
- Await confirmation and exchange authorization from our support team. Unauthorized shipments will not be accepted.
- Once authorized, carefully package the product in its original packaging with all components.
- Ship the item to: Telescopes Canada Unit #5, 1 Rosetta Street (back of complex) Georgetown, Ontario L7G 3P1
- Use a trackable shipping service and retain your receipt for proof of shipment.
- 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
For a verified manufacturing defect or Telescopes Canada shipping error, we cover authorized return and replacement shipping. For change-of-mind exchanges or customer ordering errors, the customer pays shipping both ways. Transit damage/loss is subject to the Shipping & Delivery Policy; warranty shipping is manufacturer-dependent.
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
To exchange for another model or an item of different value, return the original eligible product with authorization and place a new order. Any applicable price difference and shipping charges apply.
A standard 10% restocking fee applies to returns not caused by a verified manufacturing defect or Telescopes Canada error. Telescopes Canada may, at its sole discretion, waive this fee if inspection confirms that the item is in brand-new condition. A waiver is not automatic. Additional deductions may apply for missing parts, damaged packaging, customer-caused damage, or other loss of condition, subject to inspection and applicable law.
11. Damaged or Defective Replacements
Inspect your shipment promptly and report shipping damage to support@telescopescanada.ca within 7 days of delivery. Include the order number and clear photos of the product, packaging, and shipping label, and retain all packaging for inspection. Manufacturing defects and warranty issues are assessed separately under the applicable return or manufacturer warranty terms. Transit-loss/damage reimbursement is subject to applicable carrier or insurance coverage, claim approval, and any non-excludable legal rights.
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: 02-November-2026
Nothing in this policy excludes or limits rights or remedies that cannot be excluded under applicable law. Manufacturer warranty periods are separate from our 30-day return and exchange window.