Warranty Policy

Last updated: [DATE OF PUBLICATION]

1. Your legal rights come first

Everything we sell carries the protections given to you by the consumer protection and sale of goods legislation of your province or territory. Those protections apply automatically, they sit alongside any manufacturer's warranty, and nothing in this policy waives, limits or varies them. Where this policy conflicts with that legislation, the legislation prevails.

In practice this means goods we sell must be of acceptable quality, match their description, and be fit for the purpose they are sold for. Those obligations are ours as the seller. They are separate from, and are not replaced by, the manufacturer's warranty.

This policy explains how we handle warranty matters in practice, what we do for you, what it costs, and how long it takes.

2. The first 14 days — we handle it

If an item arrives dead on arrival, or develops a fault that is not caused by misuse, accident or modification, within 14 days of delivery — the same window as our Refund and Return Policy, so there is only one date to keep track of:

• contact us and we will deal with it directly — you do not need to contact the manufacturer;
• we will repair, replace or refund, at our option after inspection;
• we pay the shipping both ways; and
• there is no handling charge.

Tell us as soon as you can. For shipping damage, tell us immediately and keep all packaging — carriers impose short claim deadlines and we cannot recover a claim reported late.

Beyond 14 days we may still choose to handle a claim directly rather than send you to the manufacturer, and we often will where the fault is clear-cut and the item is recent. That is at our discretion and is not a commitment.

3. After 14 days, within the manufacturer's warranty

Once past 14 days, the manufacturer's warranty is normally the practical route to a repair or replacement, because the manufacturer holds the parts, the technicians and the service authority. Warranty length and terms vary by brand and product — check the documentation supplied with your item or the manufacturer's website.

You have two options, and the choice is yours.

Option A — deal with the manufacturer yourself

You may contact the manufacturer directly and open a claim in your own name. There is no charge from us for this. On request we will give you the manufacturer's service contact details, a copy of your invoice as proof of purchase, and the serial number we have on record. Most manufacturers will then arrange the claim with you directly.

Option B — we coordinate it for you

If you would rather not deal with the manufacturer yourself, we offer a warranty coordination service. This service is optional and it is chargeable. Handling a warranty claim takes real time and incurs real cost, and the charge reflects that.

What the service includes: receiving and logging your item, inspecting and testing it to confirm and document the fault, opening and arguing the claim with the manufacturer, packing the item to the manufacturer's shipping requirements, arranging freight and customs paperwork, tracking the claim through to resolution, keeping you updated, and receiving and returning the repaired or replaced item to you.

What it costs:

• a handling charge for our labour and administration; and
• the actual shipping, brokerage, customs and insurance costs we incur sending the item to the manufacturer and returning it to you, at cost and without markup.

We quote both figures before we begin, and we do not start work until you approve the quote in writing. If you decline the quote, we return your item to you and you are free to proceed under Option A instead. Where the manufacturer reimburses any freight or handling cost, we pass that reimbursement back to you.

No handling charge applies where the fault falls under section 2, or where the problem results from our error.

4. Outside the manufacturer's warranty

Where the manufacturer's warranty has expired, or the fault is not covered by it, any repair is a commercial service. We are glad to help — we can assess the item, source parts, arrange a manufacturer or third-party repair, or advise you on whether a repair makes economic sense. All work, parts, freight and handling are quoted in advance and charged to you.

5. Used, pre-owned and consignment equipment

Used equipment is sold as described and, under our Refund and Return Policy, is final sale as far as change of mind is concerned. Most used items are outside any remaining manufacturer's warranty, and we say so in the listing where we know it.

Final sale does not mean sold without recourse. If a used item is materially different from its description, or has a fault we knew about and did not disclose, contact us within 7 days of delivery and we will make it right. Your statutory rights in respect of a used item, judged against its age, price and described condition, are unaffected by this policy.

6. What is not covered

Manufacturer warranties, and our obligations under section 2, do not extend to:

• damage from misuse, accident, dropping, liquid ingress, or use outside the manufacturer's stated conditions;
• damage from unauthorized repair, disassembly or modification;
• normal wear — including consumables, batteries past their rated cycle life, and cosmetic marks that do not affect function;
• damage caused by incorrect power supply, incorrect assembly, or third-party accessories not approved by the manufacturer;
• loss of images, data or observing time, or any other indirect or consequential loss; or
• items with a removed, altered or unreadable serial number.

If we inspect an item and find no fault, or find a fault falling into one of the categories above, we will tell you and quote for any repair. A reasonable inspection charge and return freight may apply, and will be quoted before we proceed.

7. How long it takes

• We acknowledge a warranty enquiry within 2 business days.
• We inspect and give you a written assessment and, where applicable, a quote within 5 business days of receiving the item.
• Once a claim is open with the manufacturer, the timeline is theirs and not ours. Typical turnaround runs from a few weeks to several months depending on brand, parts availability and international shipping.
• We will keep you updated and we will chase on your behalf, but we cannot guarantee a manufacturer's turnaround time.

8. International customers

Warranty terms and service networks differ by country, and some manufacturers will only honour a claim in the country of purchase or through their local distributor. If you bought from us and are outside Canada, you may need to deal with the manufacturer or their local representative directly. We will provide proof of purchase, serial number records and whatever supporting documentation we can. Duties, taxes and brokerage on any warranty shipment are your responsibility.

9. How to start a claim

Email sales@ontariotelescope.com or call 905-487-6363 with:

• your order number or a copy of your invoice;
• the product and its serial number;
• a clear description of the fault, when it started, and what you have already tried; and
• photographs or a short video where the fault can be seen.

Please do not ship anything to us before we have issued an RMA number. Unauthorized shipments may be refused.

10. Governing law

This policy is governed by the laws of the Province of Ontario and the laws of Canada applicable in that Province. Nothing in it waives, limits or varies any right given to you by consumer protection legislation in your province or territory of residence.

11. Contact

Ontario Telescope and Accessories Inc.
5-670 Hardwick Rd, Bolton, Ontario L7E 5R5, Canada
sales@ontariotelescope.com · 905-487-6363