In short: 14 days to change your mind · something not working? Contact us first: we can often solve it remotely, with no return needed · 3-year legal guarantee on faulty items · refuse damaged boxes and report hidden damage within 24 hours.
1. Changed your mind (right of withdrawal)
If you are a consumer, you can withdraw from your purchase within 14 calendar days of receiving the goods, without giving a reason. For an order delivered in several parts, the 14 days start when you receive the last part.
To withdraw, email info@pixelskiesastro.com with your name, order number and the item(s) you are returning. You can use the model form at the end of this page, but you don't have to. We will reply with the return instructions. Send the item(s) back within 14 days of telling us.
2. Condition of returned goods
- Please avoid assembling or using the item beyond what is necessary to inspect it, as you would in a shop.
- Return it complete (all accessories, manuals, caps and covers), in its original packaging, well protected in an outer box.
- If an item comes back used, marked, scratched, incomplete or with damaged packaging, we will reduce the refund by the loss in value, especially for camera sensors, filters and optical surfaces.
- Return shipping is paid by you. We recommend a tracked and insured service; the item is your responsibility until it reaches us.
3. Refunds
- Once we have received and checked the item, we refund the price of the item within 14 days, using your original payment method.
- Delivery charges are not refunded.
- Bank and payment fees (e.g. PayPal or card fees) on the refunded amount are deducted.
- We may hold the refund until the item is back with us, or until you show proof you have sent it.
4. Items that cannot be returned
- Items made, modified or personalised to your specification.
- Sealed software, licences or digital content once opened or activated.
5. When your order arrives
- Where possible, check the box before signing for delivery. If it is damaged or wet, refuse the delivery, or write the damage clearly on the DHL delivery receipt before signing.
- Box fine but item damaged inside (hidden damage): tell us within 24 hours of delivery, with photos of the item, the box and the packing material.
- Keep all packaging until we have dealt with it, as the carrier may need to inspect it.
- Reporting damage promptly helps us investigate and resolve transport claims. This does not affect your statutory consumer rights.
6. Something not working? Contact us first (our preferred option)
Many problems are setup or software issues, not faults. We are astronomers and remote-observatory operators, so we can usually solve them without you sending anything back.
- With your permission, we connect to your computer by remote desktop and check drivers, software, settings and connections while you watch.
- If we find a fault with the product: the session is free and we arrange the warranty process (section 7).
- If the problem is setup, software or how the equipment is used (no product fault): the session is charged at €20 per hour + IVA (€24.20 incl. IVA), billed in 15-minute blocks of €5 + IVA (€6.05 incl. IVA). Example: 1 h 15 min = €25 + IVA (€30.25).
- We always tell you before charging time starts.
- You remain in control of your computer and can end the remote-support session at any time.
- This is optional. It does not affect your legal rights, and you can still return a faulty item under the guarantee.
7. Faulty goods: legal guarantee
- New products have a 3-year legal guarantee from delivery, under Spanish consumer law. Defects that appear within the first 2 years are presumed to have existed at delivery.
- Please contact us before sending anything back; a remote check (section 6) often finds the cause quickly.
- If the item is faulty, we pay the shipping: we send a prepaid return label, or arrange collection for large items, and repair or replace it free of charge. If neither is possible, we offer a price reduction or a refund.
- Not covered: normal wear, accidents, misuse, incorrect power supply, modifications, or damage from transport you arranged yourself.
- Manufacturer warranties may give extra cover; they do not reduce your legal rights.
8. Returned as faulty, but no fault found
If you send an item back as faulty and our tests find no fault, we charge an inspection fee of €30 + IVA (€36.30 incl. IVA) and the actual transport costs both ways. We contact you with the results before returning the item. Any inspection and return-shipping charges are explained to you before they become payable.
9. Large and heavy items
For telescopes, mounts, piers and observatory equipment shipped by quotation, return or collection arrangements are agreed with you in advance.
10. Business customers
Customers buying with a business VAT number have no 14-day withdrawal right. Defects are handled under commercial law.
11. Contact
PIXELSKIESASTRO, S.L. · NIF B25984782 · C/ Sacristía 24, 18818 Castilléjar (Granada), Spain · info@pixelskiesastro.com
Model withdrawal form
(Complete and return this form only if you want to withdraw from the contract.)
To: PIXELSKIESASTRO, S.L., C/ Sacristía 24, 18818 Castilléjar (Granada), Spain · info@pixelskiesastro.com
I hereby give notice that I withdraw from my contract for the following goods: …
Ordered on / received on: … · Order number: …
Name: … · Address: …
Signature (paper only): … · Date: …