Return and Refund Policy

This Return and Refund Policy applies only to products purchased directly from the Seestar EU Official Store at eu.seestar.com.If your product was purchased through a third-party platform or an authorized reseller, please contact the original seller for after-sales support. Return, refund, and warranty policies may vary depending on the sales channel. For warranty-related issues, please refer to our Warranty Policy.

Easy 30-Day Return Window

You may request a return within 30 days of delivery under the following conditions:

Returns Within 14 Days of Delivery

You may withdraw from your purchase within 14 days of delivery.
You may inspect the product only to the extent necessary to establish its nature, characteristics, and functioning. You may be responsible for any actual loss in value caused by handling beyond what is necessary for such inspection.
Customers are responsible for the direct return shipping costs. If you use our pre-paid return label, the actual cost of the label may be deducted from your refund.

No restocking fee will be charged.

Returns Between Day 15 and Day 30

After the statutory 14-day withdrawal period, you may request a return within 30 days of delivery, subject to the following conditions:

Unopened Items

Products must be unopened, unused, and in their original packaging, including outer box, accessories, manuals, and other original materials.
Packaging must be intact and free from damage, writing, stickers, or alterations. Incomplete or damaged packaging may result in a restocking fee or return refusal.
A full refund will be issued for eligible items, minus the cost of a pre-paid shipping label if applicable.

Opened but Like-New Items

Products opened but in like-new condition (no scratches, all packaging intact) are subject to a 10% restocking fee.
Incomplete or damaged packaging may incur additional charges for missing/damaged items.
Customers are responsible for return shipping costs.

Defective or Damaged Items

If a product is defective upon arrival or develops a manufacturing-related issue within 30 days, customers will receive a full refund or replacement.
No restocking or return shipping fees apply.
Claims must be submitted within 30 business days of receipt, including photo or video evidence. After 30 days, product issues fall under our Warranty Policy.

Exclusions & Non-Returnable Items

Except where otherwise required by applicable law, Seestar may refuse a return or make an appropriate deduction from the refund in the following circumstances:

Opened products that are no longer resellable (e.g., scratches, missing parts).
Products that are incomplete or not in original packaging.

Cancellations

Before Shipment

Orders cancelled before shipping will receive a full refund to the original payment method.

After Shipment / In Transit

Once shipped, orders cannot be cancelled.
Customers may return products after receipt according to the Easy 30-Day Return Window.

Return Exclusions

Seestar reserves the right to refuse returns in the following cases:

Requests made after the 30-day return window.
Liquid ingress, moisture damage, or corrosion.
Damage caused by external forces (scratches, enclosure deformation, broken Type-C port).
Unauthorized disassembly, third-party repair, refurbishment, modification, or firmware flashing.
System modification or missing/altered warranty labels.
Improper installation or failure to follow instructions.
Force majeure events (flood, fire, earthquake, lightning, severe shock or compression).
Damage caused by misuse or improper operation during use.
Lack of valid proof of purchase or warranty documentation.
Second-hand products.
Other conditions specified in this policy.

Return Process

Request Return: Submit a ticket through our Help Center within 30 days of receipt. Please include your order number and relevant details. Suggested email format:

Subject: Return Request – Order #[Your Order Number]

Dear ZWO Support Team,

I would like to request a return for my recent order. Please find the details below:

Full Name:

Order Number:

Order Date:

Product Name:

Condition of the Item (e.g., unopened / opened but unused / defective):

Reason for Return:

Preferred resolution (refund / exchange):

Photos or Videos of the Product (if applicable):

I look forward to your confirmation and return instructions.

Return Item: Print and attach the pre-paid label, then ship to the designated carrier. The product must be sent back within 14 days after you notify us of your decision to withdraw.
Refund Processing: After inspection, if the product meets return conditions, the refund will be issued to the original payment method within 3–5 business days. The cost of pre-paid shipping labels will be deducted if applicable.
Rejected Returns: If rejected (product not eligible or damaged), the item will be returned at the customer’s expense, including shipping, customs, and duties.

Exchange Service

Products purchased from Seestar official website are eligible for exchange within 30 days of receipt under the following conditions:

DOA – Quality Issue: If a manufacturing defect is found within 30 days of receipt, contact Seestar Support. Approved DOA items will be replaced free of charge or refunded.
Shipping Damage: If shipping damage is observed on delivery (within 3 days), including visible water damage, crushing, or deformation, contact Seestar Support with photos and delivery proof.

Component Replacement: Faulty accessories or parts may be replaced individually; this does not constitute a full product exchange.

Exchange Exclusions: Same as Return Exclusions above.

Exchange Process

Request Exchange: please submit a ticket through our Help Center within the applicable timeframe.
Return Item: Print and attach the pre-paid label, then ship to the designated carrier.
Exchange Processing: After verification, a replacement will be shipped to the original or updated address. If the item is ineligible, it will be returned at customer expense, including shipping, customs, and duties.

Important Notes

Products sold in different regions may vary; return, exchange, and warranty services may differ.
Returned products must be inspected by Seestar or authorized service centers. Seestar covers inspection, parts, labor, and shipping if a product defect is confirmed.
If the product does not meet free repair or exchange conditions, customers may choose paid repair or return at their expense.
Incorrect shipping addresses or refused deliveries are the customer’s responsibility.
Repairs or returns may result in data loss; please back up your data.
Seestar products are available in Mainland China and Overseas versions. Mainland China versions can only be activated and used within Mainland China, Hong Kong, and Macau; activation elsewhere is not supported and not eligible for warranty or after-sales service.

Limitation of Liability

To the maximum extent permitted by law, ZWO’s liability is limited to the obligations stated in this policy. ZWO is not responsible for indirect, incidental, or consequential damages (e.g., data loss or missed observation opportunities).
Seestar reserves the right to interpret and update this policy. The latest version will be published on the official website.
For questions or region-specific information, please submit a ticket through our Help Center.

Refund Timing

Refunds are issued once the returned item is received, inspected, and confirmed at our warehouse.
Refunds are credited back using the original payment method, typically within 3–5 working days.
Bank transaction fees may apply and are not refundable. Please check with your bank before ordering.

Related Policies

For warranty coverage, repair services, and warranty exclusions, please refer to our Warranty Policy .

Contact Us

If you have any questions regarding returns or refunds, please submit a ticket through our Help Center.

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