At Paramount Store, we stand behind our premium astronomy equipment just as we stand behind our customers’ satisfaction. If you’re not completely satisfied with your purchase, we offer a straightforward returns and exchanges process for most items within 15 days of delivery.

Eligibility for Returns & Exchanges

To be eligible for a return or exchange:

  • The item must be in its original condition – unused, undamaged, and with all original packaging and accessories
  • The return must be initiated within 15 days of delivery
  • You must have the original proof of purchase

Non-Returnable Items

Due to the specialized nature of astronomy equipment, the following items cannot be returned or exchanged unless defective:

  • Custom or special-order items (including certain Paramount Mount Accessories and PlaneWave Instruments)
  • Software and digital products
  • Items marked as “final sale”
  • Personalized or modified equipment

Returns & Exchanges Process

Step 1: Initiate Your Return

Email our customer service team at [email protected] with the following information:

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Paramount Store Team, I would like to request a [return/exchange] for my recent purchase (Order #[Your Order Number]). Details: – Product Name: [Product Name] – Reason for Return/Exchange: [Please specify] – Preferred Resolution: [Refund/Exchange for (specific product if exchanging)] I have reviewed the return policy and confirm the item is in its original condition with all packaging and accessories. Thank you, [Your Full Name] [Your Contact Number]

Step 2: Receive Return Authorization

Within 2 business days, our astronomy specialists will email you:

  • Return authorization number
  • Shipping instructions
  • Return address (3938 Biddie Lane, Richmond, VA 23226, United States)

Step 3: Package and Ship Your Return

Carefully repackage the item using the original packaging. Include all accessories, manuals, and protective materials. Affix the return authorization number clearly on the outside of the package.

We recommend using a trackable shipping service and retaining your shipping receipt until your return is processed.

Step 4: Processing Your Return

Once we receive and inspect your return (typically within 5 business days of arrival), we’ll notify you via email about the status of your refund or exchange.

Refund Information

Approved refunds will be processed within 3-5 business days after we receive your return. The refund will be issued to your original payment method:

  • Credit/Debit Cards: 3-10 business days to appear on your statement
  • PayPal: Typically appears within 24 hours

Original shipping fees are non-refundable unless the return is due to our error or a defective product.

Exchange Process

For exchanges:

  1. Follow the standard return process above
  2. In your initial email, specify the replacement item you’d like
  3. Once we receive your return, we’ll ship the replacement item
  4. You’ll be responsible for any price difference and additional shipping costs

Damaged or Defective Items

If your astronomy equipment arrives damaged or defective:

  1. Contact us immediately at [email protected] with photos of the damage
  2. We’ll arrange for a replacement or repair at no additional cost to you
  3. In some cases, we may ask you to return the damaged item using a prepaid shipping label

International Returns

For customers outside the United States:

  • You are responsible for return shipping costs and any customs fees
  • We cannot refund original shipping costs for international orders
  • Returns must include all customs documentation

Questions?

Our astronomy equipment specialists are here to help with any questions about returns or exchanges. Contact us at [email protected] and we’ll guide you through the process.

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