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Warranty and Return Policy

|Warranty and Return Policy
Warranty and Return Policy2018-08-22T14:15:47+00:00

OSI Warranty

OSI includes products made by Astrodon, Farpoint, Lumicon, JMI, and OWL.

OSI filters come with a 5-year limited warranty against degradation of the optical coatings from moisture attack (clouding), delaminating, or development of other manufacturing defects. Misuse of the filters, including scratching, chipped edges from handling or overtightening in a filter wheel, etc. is not covered.

All other OSI products have a 1-year warranty for replacement of any manufacturing defect. If you have issues with your OSI product after the warranty has expired, please contact us and we will try to help you. For products not manufactured by OSI, defective products are under the domain of the manufacturer, yet OSI will provide assistance and support in dealing with the manufacturer.

OSI Return Policy

OSI wants you to be fully satisfied with your purchase. If for any reason you are not satisfied with your purchase, you may return the item(s) for a full refund, less shipping and handling fees. Astrodon products have more stringent return requirements. Please read the details below for more information.

Astrodon Filters Return Policy

All Astrodon filters are rigorously inspected before shipment. They are certified to be within specifications. Astrodon filters will arrive clean and well packed in tamper-proof packages. Astrodon will accept returns of unopened products purchased from Astrodon within the first 30 days, provided that the tamper proof packaging is intact and that they pass inspection showing no use. The filters will be returned to the customer with any evidence of opening, handling, or usage. Contact your Astrodon distributor about their return policy.

Astrodon warrants that its products will meet the specifications described on this web site. A defect can be an obvious scratch in a filter or a pinhole larger than 0.2 mm that would show up in a flat.

We will not replace a filter with damage from misuse and reserve the right to return the filter to the customer. All Astrodon filters are inspected several times before shipping. They are shipped from Astrodon without flaws. Unmounted filters are placed in a glassene envelope and these envelopes are separated with 1/32″ foam. Each filter is labeled with a white vinyl label having black letters, so it would not be placed back in the envelope if there were ANY defects identified. Often times, customers over-tighten filters into filter wheels with metal screws or washers creating a tiny semi-circular chip near the edge. Other times filters are dropped on their edges causing a larger edge chip. Astrodon will not replace these filters, but will discuss a discount on a replacement filter. Again, we assure you that filters would never be shipped from Astrodon appearing like this.

Please contact Astrodon prior to shipping any product for replacement or refund. Astrodon will refuse to accept any product without prior approval. We promise to work with you to resolve any problem fairly.

SECTION 1 – STANDARD RETURN

OSI customers may return merchandise purchased from OSI up to thirty (30) days after receipt of merchandise for a full refund of the purchase price. A full refund will be given provided the product is returned in new condition, complete in its original packaging, with all warranty cards, accessories, manuals, etc. included. Shipping charges will not be refunded unless the return is a result of an OSI error (see Section 2).

Many of the products we sell qualify for free-shipping with purchase. In instances where these products are being returned, the costs paid by OSI during original delivery will be deducted from the credit and/or refund resulting from the return. Additionally, OSI is not responsible for the costs of return shipment to our facilities. If your return relates to an initially-defective product, please see section 4 below.

If you wish to return merchandise for a refund or exchange, it is required that you call or e-mail OSI to obtain an RET number (Return Number) beforehand. Returns without an RET number will not be accepted. This RET number must be located on the shipping label. DO NOT write or affix the RET number (or anything else!) on the product or its internal or external boxes! It is the customer’s responsibility to make sure the merchandise is securely packaged and insured for the full purchase price. OSI will not be held responsible for lost or damaged packages.

Returns will be processed by OSI as quickly as possible. Please allow 7-10 business days from OSI’s receipt of your package for credit card refunds, and thirty (30) days after original date of purchase if you paid by personal check.

When the product is received and inspected, OSI will contact you via phone or email to confirm receipt of the item. Upon inspection, if there are any issues or questions regarding the condition of the returned product we will notify you at that time.

Any merchandise that does not arrive in new condition will be subject to a minimum 10% restocking fee. Missing parts, packaging, instructions, warranty cards, etc., as well as damage or other detrimental effects to merchandise, will result in higher restocking fees. Restocking fees will be determined by OSI after inspecting the merchandise.

To avoid damage to the manufacturer’s original, labeled packaging (which will affect credit/refund value), customers must outer-box the merchandise they are returning to OSI. Please do not write, place labels or stickers on the manufacturer’s original packaging. If the product was not outer-boxed by OSI when shipping to you, as is sometimes the case with larger merchandise, this requirement does not apply; but in this case, please do not write upon or otherwise mark the original packaging, other than with the return-shipping label.

Returns will not be accepted after 30 days without prior approval from OSI management. OSI will work with customers who have special circumstances, especially in regards to gifts, but reserves the right to refuse returns after thirty (30) days has elapsed.

SECTION 2 – OSI SHIPPING ERROR

In the unlikely event that you receive the wrong item(s) from OSI, please contact us by phone or e-mail and obtain an RET number. OSI will arrange to have the incorrect item(s) picked up from your home or office, and we will ship the correct item(s) to you at no additional cost. The customer will never pay additional shipping if OSI is at fault.

SECTION 3 – PRODUCT DAMAGED IN SHIPMENT

Customers should always inspect packages and their contents as soon as possible after delivery. If there are any shipping damages, the customer must report the damage immediately to the carrier of the package (UPS, USPS, etc.). The carrier will arrange to inspect the package and return the box and its contents to OSI. We will send a replacement as soon as we have confirmation that the damaged order is on its way back to OSI.

Customers should never send damaged merchandise directly back to OSI. If this happens, OSI will not be able to collect insurance on the damaged goods and OSI will not accept the returned merchandise. We will always do our best to replace damaged goods as quickly as possible, but the customer must follow the proper procedures to receive the replacement merchandise at no charge.

Section 4 – Defective Merchandise

If you receive an item you believe to be defective, please contact OSI via phone or e-mail and we will discuss the problem with you. We will do our best to resolve the problem as quickly as possible. For products not manufactured by OSI (OSI includes Astrodon, Farpoint, Lumicon, JMI, and OWL) defective products are under the domain of the manufacturer, yet OSI will provide assistance and support in dealing with the manufacturer. The various manufacturers have different methods of handling defective products, but legally they are required to repair or replace the item in a reasonable amount of time. Standard return policy (Section 1) applies if the item is returned for a refund.

Astrodon products ship worldwide, but this website does not automatically ship other products to all locations. Email weborders@opticalstructures.com for a shipping quote for orders outside the USA and Canada. Items in stock usually ship within one week, but some products take longer and are noted on the product page. Dismiss