Warranty & After-Sale Services

At Dubai Telescope we take pride in providing high-quality products from well-known brands and manufacturers. We are committed to offering reliable support to our customers. Below  you'll find our general terms for warranty coverage and after-sale services. Warranty coverage may vary depending on the manufacturer’s policies and specific product conditions. Dubai Telescope reserves the right to update these terms without prior notice. To ensure you have the latest information, please refer to the Warranty & After-Sale Services page regularly.

Warranty Period & Coverage

The standard warranty period is one year for new items which covers manufacturing defects and inherent faults but does not cover damages caused by:

  • Misuse or improper handling,
  • Accidental damage,
  • Unauthorized modifications or repairs.

Claims related to personal injuries or damages due to gross negligence or willful misconduct are handled according to statutory warranty provisions.

Warranty Claim Process

If you encounter any issues with a purchased item, please follow these steps:

  1. Initial Contact & Documentation: Notify us by sending an email to [email protected] along with your order details and clear photos and/or videos demonstrating the defect or malfunction.
  1. Primary Investigation: Our team will assess the issue remotely and determine if the item requires a physical inspection. If further examination is necessary, we will request you to send the product to us at your own cost. The customer is highly recommended to keep the courier receipt. If the issue is covered under warranty, we will refund the shipping cost upon confirmation in the Assessment & Resolution step (below).
  1. Assessment & Resolution
      • If the issue is confirmed to be an inherent defect, we will repair/replace the item, ship the repaired/replacement product at our expense, and refund your initial shipping cost.
      • If the issue is determined to be due to misuse or accidental damage, it will not be covered under warranty. However, we offer after-sale support to assist in finding a solution.

After-Sale Services Under Non-Warranty Cases

For issues that fall outside warranty coverage, we provide the following paid support options:

  • Repair by our engineers (if applicable).
  • Replacement of defective parts.
  • Manufacturer repair services (if required).

Additional Costs & Repair Time

If repairs or part replacements are required, we will provide a detailed quotation before proceeding. Manufacturer repairs typically take 1 to 3 months, depending on complexity. Throughout the process, we will keep you informed and offer expert guidance to help you make the best decision. For any warranty claims or after-sale service inquiries, feel free to contact our support team at [email protected].

Installation & Guidance

We are committed to helping our customers set up and use their telescopes and other optical instruments efficiently. A setup guide book is included in all product packages. Free online guidance is available for all customers upon request. For customers residing in the United Arab Emirates (UAE):

  • Free on-site installation is available for orders above AED 10,000.
  • For orders below AED 10,000, on-site installation can be arranged at the customer’s expense.