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Payments and Returns

 

Payment Methods

We accept Visa and Mastercard payments.  We can work with clients to arrange other payment methods like Wire Transfers,  Money Orders or Paypal-based payments.  We'll do our best to accommodate your preferred payment method.

You, the online shopper, initiate the payment process by selecting items on our website, supplying contact and address information and placing your order. At the time your order is placed, we will calculate and display all item prices, including applicable taxes, sales and coupons. The website will not, however, provide a shipping estimate automatically.  

At the time an order is placed, you may optionally provide credit card information. However, even if you provide card information, your card will not be charged until your order is ready to ship. Whenever possible, shipping costs will be determined ahead of time and must be approved by you.

A deposit is required on some items, usually 10% of the cost of the item. At times a deposit greater than 10% may be required. In any case we will disclose this requirement and obtain your approval before any charges are made. We try our best to avoid a deposit- it is sometimes unavoidable.

With your order placed, our online sales team will work to establish optimal shipping arrangements and insurance coverages for expensive items.  Within 48 hours of an order being placed, a KW telescope representative will contact you to approve shipping costs and timeframe.   

Once we have your approval for shipping details, we will take payment for your order and submit the order to our carrier. You will recieve an invoice that includes all order details, including shipping charges.

Returns on New Merchandise
We want you to be completely satisfied with your purchase! When you receive your order, please inspect all merchandise for any defects or poor workmanship.
 
If you are not satisfied with your purchase, we ask that you return it unused and in the original packaging within 30 days for replacement or refund (custom orders are excluded).
 
Please include a copy of your invoice along with the return authorization number provided by us. You are responsible for freight charges on all returns, see shipping instructions below for details. We do not charge a re-stocking fee and are happy to work with you to exchange merchandise so that you are completely happy with your purchase, however returns are granted based on our discretion.
 
See more about Exchanges below.
 
Return Authorization
If you would like to return a purchased item, please call us at (519)-745-5757 or contact us using our website contact form to get a Return Authorization Number.  We require this authorization number in order to process your returns.
 
We apologize, but shipping changes are non-refundable. We also cannot accept any parcels "freight collect" or COD.
 
Defective Merchandise
Any product that has been used and is alleged to be defective may be subject to inspection/approval by the vendor/manufacturer in order to receive a refund.
 
Exchanges
To exchange an item, please call us at (519)-745-5757 or contact us using our website contact form.  Product to exchange must be returned unused, and in the original packaging.  While we do not charge re-stocking fees, we do require you to cover all shipping costs associated with returning and sending out an exchanged item.
 
We will cover shipping costs in the event that an exchange is needed due to a mistake in our shipping processes (e.g. wrong product shipped).
 
Exclusions
Custom or special order items are not returnable.  We are unable to return or exchange used merchandise.
 
How to Ship Us Returns
All returns must be shipped prepaid. Please mark the Return Authorization number as well as "Canadian Goods Being Returned" and "No Commercial Value" on the outside of the package.
 
Ship Returns to:

KW Telescope-Perceptor
25 Manitou Drive, Unit 3D

Kitchener
ON, Canada
N2C IK9

Phone: 519-745-5757

      
If you have any questions or comments regarding our shipping policy, please let us know by way of our Contact Us link.