The following is the manufacturer's warranty policy as published by Seestar.
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.
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: ASIAIR, ASI Cameras, EFW, CAA, Harmonic Equatorial Mounts; Covered Parts: Main body and internal components; Warranty Period: 2 Years; Notes: -
- Product Category: Smart Telescopes (e.g., Seestar); Covered Parts: Main Body/Camera (excluding battery); Warranty Period: 2 Years; Notes: Battery covered separately
- Product Category: Electronic Automatic Focusers (EAF); Covered Parts: Main Body (excluding battery); Warranty Period: 2 Years; Notes: Battery covered separately
- Product Category: Telescopes (Optical Tubes), Binoculars; Covered Parts: Main body and internal components; Warranty Period: 1 Year; Notes: -
- Product Category: Rechargeable Batteries for all products; Covered Parts: Battery; Warranty Period: 1 Year; Notes: Normal performance degradation not covered
- Product Category: Other Unlisted Accessories; Covered Parts: The accessory itself; Warranty Period: 90 days; Notes:
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:
- 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.
- 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.
- In-Warranty: ZWO covers return shipping.
- 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.
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.
Source: https://us.zwoastro.com/pages/warranty-return-policy