Return & Warranty Policy
This Return, Exchange, and Limited Warranty Policy applies only to products purchased through official ZWO USA channel. Products purchased through third-party platforms or authorized dealers are subject to the applicable after-sales policy of the original seller or sales channel.
1. Return Policy
You may request a return within 30 days of delivery for a refund or exchange under the conditions below:
1.1 Easy 30-Day Return Window
You may request a return within 30 days of delivery for a refund or exchange under the conditions below:
a. Unopened Items
If you wish to return an unopened item, the product must be unused, have all factory seals intact, and be returned in its original packaging. Original packaging includes the outer shipping box, all accessories, manuals, cables, and other original materials. The product and packaging must be free from damage, writing, stickers, or other alterations. A pre-paid return shipping label may be provided. The cost of the label will be deducted from the refund, if applicable.
b. Opened but like-new Items
If the product has been opened but remains in like-new condition (no scratches, no missing parts, and all packaging intact), a 10% restocking fee will apply.
Please note:incomplete or packaging damaged returns will occur a higher restocking fee (regular restocking fee plus the replacement cost equal to the missing/damaged items). Customers are responsible for return shipping costs.
c. Defective or Damaged Items
If the product is defective upon arrival or develops a manufacturing-related quality issue within 30 days, customers will receive a full refund or replacement. No restocking fee or return shipping fee apply in this case.
Claims must be submitted within 30 days of product receipt and must include photo or video evidence of the alleged defect. After 30 days, product issues will be handled under the warranty policy.
1.2 Return Process
Step 1. Submit a Return Request
Contact ZWO Customer Service within 30 days of delivery and provide your order number and reason for return. To help us process your request efficiently, please include the following information:
Subject: Return Request – Order #[Your Order Number]
Full Name:
Order Number:
Order Date:
Product Name:
Condition of the Item: unopened / opened but unused / defective
Reason for Return:
Preferred Resolution: refund / exchange
Photos or Videos, if applicable:
Step 2. Receive Return Instructions
Once your return request is approved, we will provide return instructions and, where applicable, a pre-paid return shipping label. The product must be shipped to the designated return address within 14 days of receiving the return instructions.
Customers are responsible for arranging and paying for return shipping, except in cases involving confirmed manufacturing-reated product defects. Products must be securely packed to prevent damage during transportation.
Step 3. Product Inspection
Once the returned product is received, ZWO or an authorized service center will inspect the item to determine its condition and eligibility for return.
If the product is confirmed to be defective and covered by this policy, applicable inspection, repair, replacement, and shipping costs will be covered by ZWO.
If the product is found to be non-defective or does not meet the return requirements, the refund may be reduced by the cost of the pre-paid return shipping label and any applicable restocking fees.
Step 4. Refund
For approved returns, the refund will be issued to the original payment method within 7–10 business days after the return has been approved.
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About return shipping fee: 1) Unopened: A pre-paid return shipping label may be provided. The cost of the label will be deducted from the refund, if applicable. 2) Opened but Like-New: Customers are responsible for return shipping costs. 3) DOA or Manufacturing Defect: No return shipping fee or restocking fee will apply.
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About stocking fee: 1) Unopened: No restocking fee will be charged. 2) Opened but Like-New: A 10% restocking fee will apply. 3) DOA or Manufacturing Defect: No restocking fee.
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About custom duties and taxes: The customer is responsible for all applicable customs duties, and taxes.
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About transaction fee: Bank transaction fees, if applicable, charged by the customer's bank or payment provider are outside ZWO's control and may not be refundable. Please check with your bank regarding any such fees before placing an order.
Step 5. Rejected Returns（If applicable）
If a return is rejected because the product is ineligible, damaged, incomplete, or otherwise fails to meet the return requirements, the product will be shipped back to the customer at the customer’s expense.
1.3 Return Exclusions
The following products cannot be returned unless defective upon arrival:
1) Return requests submitted after the applicable 30-day return period.
2) Liquid, moisture, corrosion, mold, or extreme environmental conditions.
3) Damage caused by drops, impacts, crushing, scratches, deformation, or damage to ports or protective glass.
4) Products that have been disassembled, repaired, modified, refurbished, or flashed with unofficial firmware without prior authorization from ZWO.
5) Removed, altered, or damaged warranty labels, serial numbers, or other identification marks.
6) Damage or issues resulting from improper installation, operation, or failure to follow the product instructions.
7) Force majeure events such as fire, flood, earthquake, lightning, severe vibration, or crushing.
8) Misuse or operation without required protective measures, including direct solar observation or imaging without approved protection.
9) Returns without valid proof of purchase or other required documentation.
10) Products purchased second-hand, resold, or obtained from unauthorized sales channels.
11) Other circumstances that do not meet the requirements of this Return Policy.
1.4 Cancellations
a. Before Shipment
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Orders cancelled before the product is shipped can be cancelled free of charge.
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A full refund will be issued to the original payment method within 7-10 business days.
b. After Shipment / In Transit
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Once the order has shipped or is in transit, it cannot be cancelled.
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Customers may still return the product after receipt according to our standard return policy (see section Easy 30-Day Return Window).
1.5 Exchange Policy
Exchange Service
Eligible products purchased through the official ZWO channels may be exchanged within 30 days of delivery under the following conditions:
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DOA – Manufacturing Defect: If a manufacturing-related defect is identified within 30 days of delivery, please contact our ZWO Help Center. Once confirmed and approved, the defective product will be replaced at no additional cost or refunded.
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Shipping Damage: Visible shipping damage, such as water damage, crushing, or deformation etc., must be reported to ZWO Help Center within 3 days of delivery with supporting photos and delivery documentation. This allows ZWO to submit a claim to the shipping carrier within the applicable claim period.
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Accessory or Component Replacement: Defective accessories or individual components may be replaced separately. Such replacement does not qualify as a full product exchange.
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Exchange Exclusions: Products that fall under the Return Exclusions are also excluded from exchange.
Exchange Process
Step1. Submit an Exchange Request
Contact ZWO Help Center within the applicable exchange period.
Step2. Return the Product: Print and attach the prepaid return label and send the product through the designated carrier.
Step3. Exchange Review and Shipment: After the returned product has been inspected and verified, a replacement will be shipped to the original or updated delivery address. If the product is found to be ineligible for exchange, it will be returned to the customer at the customer's expense, including any applicable shipping, customs, and duties.
2. Limited Warranty Policy
2.1 Warranty Period
a. Warranty Period Calculation
The product warranty period commences on the day the customer receives the product. The customer must provide valid proof of purchase (invoice or official order record) to confirm the start date. If valid proof of purchase cannot be provided, the warranty start date will be calculated as 30 days after the manufacturing date corresponding to the product’s serial number, or as otherwise stipulated by ZWO.
If purchased from an authorized dealer, the after-sales service process is subject to the dealer’s policy, but the total warranty period provided by the dealer shall not be shorter than the minimum period stipulated in this Policy.
b. Warranty Period Table for Major Products
| Product Category | Covered Parts | Warranty Period | Notes |
| ASIAIR, ASI Cameras, EFW, CAA, Harmonic Equatorial Mounts | Main body and internal components | 2 Years | - |
| Smart Telescopes (e.g., Seestar) | Main Body/Camera (excluding battery) | 2 Years | Battery covered separately |
| Electronic Automatic Focusers (EAF) | Main Body (excluding battery) | 2 Years | Battery covered separately |
| Telescopes (Optical Tubes), Binoculars | Main body and internal components | 1 Year | - |
| Rechargeable Batteries for all products | Battery | 1 Year | Normal performance degradation not covered |
| Other Unlisted Accessories | The accessory itself | 90 days |
2.2 Repair Service
For issues reported after the initial 30-day DOA period and within the applicable warranty period, products confirmed to have manufacturing defects will be eligible for free warranty repair, in accordance with this policy. Please contact ZWO Help Center for troubleshooting and verification of the manufacturing defect.
If you experience the following Dead on Arrival (DOA) scenarios and contact ZWO Help Center within the specified time limit, we offer the following services:
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Product Quality Problem:
If you detect a quality issue within 30 days of receiving the product and our Help Center confirms the problem upon inspection, we provide a free replacement or refund for the affected product.
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Product Transportation Problem:
If you notice apparent signs of damage, excessive wear, or deformation on the product’s outer packaging within 3 days of receipt, and provide corresponding images and proof of receipt, our Help Center will investigate and determine responsibility and arrange for a return or replacement.
2.3 Repair Process
Step 1. Product Issue Review
Please provide a clear and detailed description of the issue, including what went wrong and any noticeable symptoms. This helps our support team accurately assess the problem and determine the appropriate next steps
Step 2. Repair Request Submission
To request a repair, please contact ZWO Help Center and submit a repair application ticket with the required information. Once received, our support team will review your request and provide further instructions.
Step 3. Preliminary Repair Quotation
After reviewing your application, ZWO will provide an initial diagnosis and if applicable, the repair cost quotation based on the preliminary assessment.
Step 4. Product Shipment
ZWO will provide an RMA return label. Print and attach it to the package, then ship to the designated repair address. The product must be shipped to the designated return address within 14 days of receiving the shipping instructions.
Step 5. Payment & Repair
After repair, ZWO will arrange return shipment. Once payment is confirmed, the repaired product will be shipped back to you.
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In-Warranty: ZWO covers return shipping.
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Out-of-Warranty: The customer will be responsible for the return shipping charges, as well as any applicable customs duties and taxes.
2.4 Warranty Exclusions
1) The applicable warranty period has expired.
2) Liquid ingress, moisture exposure, corrosion, or damage caused by environmental conditions.
3) Physical damage caused by external force, including but not limited to broken camera protection glass, deformation of the product housing, or damage to ports (e.g, USB ports).
4) Damage resulting from unauthorized disassembly, repair, modification, or refurbishment, including third-party servicing or installation of incorrect or unofficial firmware.
5) Improper installation or use that does not comply with the product’s instructions or operating requirements.
6) Damage caused by force majeure, including but not limited to flood, fire, earthquake, lightning, severe vibration, or crushing.
7) Damage resulting from improper operation, including use without appropriate protective measures or direct solar observation or imaging without approved protection.
8) Failure to provide valid proof of purchase or warranty documentation.
9) Second-hand or resold products, unless otherwise expressly authorized by ZWO.
10) Accessory-Only Issues: Defects or issues limited to accessories or individual components （stand-alone parts that are separately assembled onto the product and are not part of the product’s core body or integrated internal systems） do not qualify for return or replacement of the complete product. In such cases, the customer may request repair or replacement of the affected accessory or component only, subject to verification by ZWO Help Center.
3. Checkout+ Coverage
At checkout, you have the option to add Checkout+ to your order. Checkout+ is an optional add-on that provides both free return shipping and package protection for your order.
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Free Return Shipping: If you need to return an item for store credit, your return shipping label is covered at no extra cost. Without Checkout+, return shipping fees will still be deducted from your store credit.
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Package Protection: If your package is lost, stolen, or damaged in transit, you can submit a claim through our Customer Portal, and upon approval, receive a same-item replacement at no extra cost.
Please note: Checkout+ cannot be cancelled or refunded after purchase and will not be included in store credit amounts. Coverage cannot be added to an order after it has been placed.
4. Important Notes
Regional Policies: Products and after-sales services may vary by region and sales channel. Applicable local policies will apply.
Product Inspection & Service: ZWO or an authorized service center may inspect products to determine the cause of an issue and the applicable service. If the product does not meet free repair conditions after inspection, customers may choose paid repair or have the original product returned, with return shipping costs borne by the customer.
Shipping Responsibility: Customers are responsible for costs resulting from incorrect shipping address, refused deliveries, or failure to receive shipments.
Data Backup: Customers should back up important data before sending products for repair or service, as service may result in data loss.
5. Obligations Stated in this Policy
Limitation of Liability: To the maximum extent permitted by applicable law, ZWO’s liability is limited to the obligations expressly stated in this policy. ZWO shall not be liable for any indirect, incidental, or consequential damages arising from the use of its products or services, including but not limited to data loss or loss of use. As some states or jurisdictions do not allow the exclusion or limitation of incidental or consequential damages, the above limitation or exclusion may not apply to you.
Your Other Rights: This warranty gives you specific legal rights, and you may also have other rights which vary from State to State.
Policy Updates: ZWO reserves the right to interpret, modify, or update this policy. The latest version will be published on official ZWO USA channel.
Contact Us: For questions or region-specific information regarding returns, exchanges, or warranty services, please contact ZWO Help Center and submit a ticket with detailed information.