Refund policy
Returns and Exchanges Rules
1. 30-Day Return and Exchange Window
For products purchased directly from the ToupTek Astro Official Store, customers may request a change-of-mind return or exchange within 30 days of delivery.
2. Return Process
2.1 Submitting a Return Request
Customers should submit a return request by emailing astro@touptek.com. Please include your order number, the name and quantity of each product being returned, and the address for pickup or return shipment. Once the request is approved, we will reply by email with full return instructions.
2.2 Return Authorization and Shipping Deadline
Please follow the return instructions provided in our email and use the official prepaid return label, if one is provided. All returned products must be sent to the return address specified in that email.
Once your return request is approved, you must ship the product within 14 calendar days. If the product is not shipped within that period, the return authorization will automatically expire. If you still wish to return the product, you must submit a new request. Eligibility will then be determined based on whether the applicable return window is still open on the date of the new request.
2.3 Refund Processing
After we receive the returned product and inspect its condition, functionality, accessories, and packaging, we will calculate the refund amount under this policy and initiate the refund within 5 business days after completing the inspection. The time it takes for the refund to reach your account depends on your bank, card issuer, or payment provider.
For details of possible deductions, see Section 3 below, "Return Shipping, Duties and Taxes, Handling Fees, and Deductions for Loss in Value."
3. Return Shipping, Duties and Taxes, Handling Fees, and Deductions for Loss in Value
3.1 Return Shipping, Duties, and Taxes
For change-of-mind returns, customers are responsible for return shipping costs and any customs duties, taxes, or other logistics charges that they are legally required to pay. If you use a prepaid return label provided by us, the applicable cost may be deducted from your refund.
3.2 Warehousing and Return Handling Fee
Change-of-mind returns are subject to a warehousing and return handling fee based on the applicable product category. This fee reflects actual third-party warehouse costs such as receiving, intake processing, inspection, and restocking. We do not charge this fee for returns or exchanges caused by a verified product quality issue, an incorrect or incomplete shipment, or another issue for which ToupTek Astro is responsible.
The applicable percentage is determined by the product category and the third-party warehouse's handling standards. We will clearly state the applicable fee in the return approval email. Please confirm the fee before arranging return shipment.
3.3 Deductions for Loss in Product Value
The warehousing and return handling fee does not cover any additional loss in product value caused by actual use, severely damaged packaging, missing accessories, contamination, scratches, obvious wear, or other conditions beyond the scope of a normal inspection.
If a returned product is in any of the conditions described above, we may make additional deductions from the refund to reflect actual cleaning, repair, replacement-part, repackaging, and loss-of-value costs. If the product is severely damaged, has major items or components missing, cannot be restored to an acceptable resale condition, or is otherwise materially reduced in value, we may issue a partial refund based on the circumstances. In extreme cases, we reserve the right to refuse a change-of-mind return.
4. Return Shipping Requirements
4.1 We recommend using the official prepaid return label, if provided, and following our return instructions whenever possible.
4.2 You may use a carrier of your choice, but we recommend purchasing sufficient shipping insurance and keeping the tracking number. You bear the risk of loss or damage in transit until we receive the returned package, except where mandatory applicable law provides otherwise.
4.3 We reserve the right to refuse delivery of any package returned without first submitting a formal request by email and obtaining return authorization.
4.4 Packaging requirements: Use the original product packaging whenever possible. If the original packaging is unavailable, use cushioning and protective packaging that provides equivalent protection to prevent additional damage during transit.
5. Refund Information
5.1 Refunds will be issued only to the original payment method or account. Before requesting a refund, please make sure your bank, card, or payment account is active and able to receive refunds to avoid delays or failed transactions.
5.2 We will initiate the refund within 5 business days after completing the return inspection. The time required for your bank, card issuer, or payment provider to credit the refund is not included in that 5-business-day period.
6. Special After-Sales Cases (Change-of-Mind Return Fees Do Not Apply)
6.1 If you receive an incorrect or incomplete shipment, the product has an inherent manufacturing defect, or the product is damaged in transit, please contact our after-sales support team for verification. Once we confirm that the issue is our responsibility, we may, as appropriate, provide a replacement, exchange, repair, or return for a refund. We will cover reasonable shipping costs, customs duties, and necessary handling fees associated with such cases.
6.2 After the 30-day return and exchange window expires, we do not accept change-of-mind returns or exchanges. If the product is still under warranty, you may request service through our official warranty process.
6.3 To the extent permitted by applicable law, change-of-mind returns are not available for customized or personalized products, or for special products that were clearly identified before purchase as ineligible for change-of-mind returns where such exclusions are permitted by local law. Unless otherwise stated, standard filters, adapter rings, cables, screws, and similar accessories are eligible for change-of-mind returns under this policy and are subject to the warehousing and return handling fee for the applicable product category.
6.4 If you purchased a product through an authorized third-party platform or authorized dealer, please first submit your return or exchange request to the original sales channel and follow that channel's own return and exchange policy. ToupTek Astro will provide appropriate technical and product support in accordance with the applicable authorization relationship and warranty policy.
6.5 Packages Marked Delivered but Not Received / Lost Packages
If tracking shows that a package has been delivered or signed for but you have not actually received it, please contact us promptly and check the status with the local shipping carrier.
If the shipping carrier confirms that the package was misdelivered or lost, we will arrange a replacement after verifying the relevant information. If the information you provide differs from the information provided by the shipping carrier, we may ask you to provide valid documentation issued by the carrier so that we can investigate further.
If the shipping carrier confirms directly to us that the package was misdelivered or lost, you do not need to provide separate documentation. If the delivery issue cannot be verified and supporting documentation cannot be provided, we may be unable to approve a replacement request.
Product Warranty Terms
For genuine ToupTek Astro devices purchased through the ToupTek Astro Official Store or an authorized sales channel, if a failure during the warranty period is confirmed by inspection to have resulted from a defect in materials or workmanship, ToupTek Astro will provide commercial warranty service in accordance with this policy. For products sold through distributor channels, related after-sales matters are also handled in accordance with the applicable distribution agreement.
1. Warranty Period
The main device is covered by a standard 2-year warranty. Included accessories, such as adapter rings and data cables, are covered for 90 days. The warranty period begins on the day after delivery. If the delivery date cannot be verified, we will determine warranty eligibility using the product serial number, manufacturing records, and valid proof of purchase.
2. 30-Day Dead-on-Arrival (DOA) Protection
If you report any of the following delivery-related issues within 30 days of delivery and provide valid proof of purchase, we may, after verification, offer pickup, exchange, repair, or return options as appropriate:
(1) Product defect: If an inherent product defect not caused by the customer occurs within 30 days of delivery and is confirmed by our technical team, we may replace the unit with a new one at no charge or provide another reasonable after-sales solution based on the circumstances.
(2) Shipping damage: If, at delivery, the outer packaging shows water damage or severe crushing or deformation that has caused moisture damage or physical damage to the device, please provide clear photos or videos of the outer packaging and the device within 3 days of delivery and submit them to customer service for the applicable sales channel for verification.
● Orders shipped directly by the ToupTek Astro Official Store: We will handle the applicable return and exchange process.
● Products sold and delivered by an authorized dealer: The dealer will handle the case under its own after-sales policy. ToupTek Astro will provide technical assessment and product support to the dealer in accordance with the applicable distribution agreement.
3. Exclusions from Free Warranty Coverage
Free warranty service does not apply in the following circumstances. If repair is technically feasible, you may choose paid inspection or repair service:
1. The product is outside the official warranty period;
2. Damage is caused by harsh operating conditions or user actions, such as water ingress, dropping the device, or moisture-related corrosion;
3. Visible damage is caused by external impact, including severe scratches to the housing, deformation of the device body, or broken ports or connectors;
4. The product has been disassembled, repaired by a third party, modified, refurbished, or flashed with unofficial firmware without written authorization from ToupTek Astro, and inspection confirms that the action caused the failure or is reasonably related to it;
5. The device's underlying system, serial number, or other identifying information has been altered or tampered with, preventing verification of the product's origin or affecting the determination of responsibility for the failure;
6. Damage is caused by installation or use that does not follow the product manual, including improper operation such as directly viewing or imaging the Sun without appropriate protection;
7. Damage is caused by force majeure events, including floods, fires, earthquakes, or lightning;
8. Valid proof of purchase or warranty cannot be provided, or the device is an unofficially refurbished product or is of unknown origin. We reserve the right to deny free warranty service. Availability of paid inspection or repair will be evaluated based on the serial number, device condition, and spare-parts availability;
9. A quality issue affecting only an accessory does not qualify the entire main unit for return or exchange solely on that basis. You may submit a separate after-sales request for the affected accessory.
Note: For paid repairs outside warranty coverage, you are generally responsible for the cost of repair parts or materials and the one-way shipping cost to send the device to the service location. Final charges are subject to the after-sales service solution confirmed with you.
4. Warranty Service Process
1. If you purchased through the ToupTek Astro Official Store, contact ToupTek Astro customer service directly. If you purchased through an authorized dealer, contact that dealer first; we will provide technical support to the dealer in accordance with the applicable distribution agreement.
2. Clearly describe the device issue to customer service and provide valid proof of purchase. Customer service will create an after-sales service ticket.
3. Provide photos or videos of the issue as requested by customer service. If necessary, also provide logs, the serial number, and information about the operating environment so that our technical team can determine the cause.
4. ToupTek Astro will propose an appropriate after-sales service solution based on the condition of the device and this warranty policy.
5. Once both parties agree on the solution, we will proceed with the applicable repair, replacement, or other after-sales service process.
Applicable Law and Other Provisions
1. This policy sets out ToupTek Astro's commercial after-sales service and warranty terms. It does not limit any statutory rights consumers may have under mandatory laws applicable where the purchase was made. If this policy conflicts with mandatory local consumer protection law, the applicable local law will prevail.
2. If a specific product page, promotion, or order confirmation provides return or exchange terms that are more favorable to the consumer, those terms will apply to the extent permitted by applicable law.
How Can I Get Technical Support or After-Sales Service?
You can contact us through the live chat on our official website, email us at astro@touptek.com, or submit a support ticket through our Technical Support page.
Agent-Purchased Products
Customers who purchase ToupTek products from authorized agents can directly contact the respective agent for after-sales service.
Your satisfaction and understanding of our Warranty and Return policy are important to us. If you have any further inquiries, please don’t hesitate to reach out to us.