About Explore STAR
People are instinctively curious and the need to explore is innate. When someone starts to learn the distances, size relationships, and dynamics of other planets, nebulae, stars, and galaxies as they gaze directly at them through a telescope, paths to understanding our universe from a broader perspective gains greater clarity. Often an enlightening, and sometimes euphoric feeling is experienced.
A similar experience has been reported by some astronauts during spaceflight while seeing the Earth from orbit or from the Moon's surface... they call it the "Overview Effect", and it's a pretty good description of the transformation that many amateur astronomers have had.
The products and services that we provide is meant to be used as tools to help you achieve a real transformative experience. Only you will know when it happens, but when it does, we encourage you to be resolved to share your knowledge and experience so that others can begin the journey for themselves.
So our mission is clear, and above all else, our company is resolved to continual improvement in service, support, and product reliability and design, because we know that this is what it takes. Our products, service, and staff are here to nurture those who are just embarking and to create sustainability for those who are deep in their personal voyage of exploration.
This is why we have created Explore STAR, our program for satisfaction, our exclusive transferrable enhanced life of the product warranty, anytime free service, and repurposing product that is returned for our trade-up program.
Return Authorization: Making it Easy
We know that you are busy and that your time is precious. So we are working towards eliminating the hassle of obtaining an authorization to send in your product for repairs or routine service. When you purchase an EXPLORE SCIENTIFIC product, you will notice that there are Serial Numbers on every telescope, eyepiece, and major component. This Serial Number is the Permanent Return Merchandise Authorization (RMA) Number.
However, many BRESSER products do not have a serial number, so when you register your new BRESSER product, we will mail to you a Serial Number that can be used. This Serial Number becomes the Permanent Return Merchandise Authorization (RMA) Number, in the occasion that you ever need to return the product for repairs or service.
Transferrable, Extended Life of the Product Warranty!
EXPLORE SCIENTIFIC telescopes, mounts, and mechanical and optical accessories are warranted upon registration in the USA for as long as the product is manufactured, plus five years. The warranty is transferrable from owner-to-owner as long the product is registered with EXPLORE SCIENTIFIC. This Transferrable USA Extended Life of the Product Warranty covers defects in materials and workmanship. In addition, this new warranty supersedes and is retroactive for Explore Scientific and BRESSER products that are already serving in the field, provided they are registered with us.
Repurposing: Our Exclusive Product Trade-Up Program
As an owner of an Explore Scientific or BRESSER product, you may find that it is time to grow in your exploration and you would like to trade up for a higher performance product. This program is for Explore Scientific or BRESSER products purchased from authorized USA and Canadian Dealers or direct from us. If and when you are ready to trade-up, contact our Customer Service Team and we will get underway.
Product that is returned to Explore Scientific for a trade up is repurposed as either a refurbished product so that it can be put to good use with a new owner, or it's donated where it will serve in public education and outreach.
Your complete satisfaction with Explore Scientific and our products is what it is all about and we know that is what keeps us in business. If you feel that we are not living up to our advertised claims or are not completely satisfied with any EXPLORE SCIENTIFIC or BRESSER-branded product, we will gladly repair or replace it.
Anytime Free Service!
Anytime that an EXPLORE SCIENTIFIC product needs adjustments, cleaning, or collimation, we will do this service for free, even beyond the warranty period. Here's the deal: You drop it off and pick it up, or provide round-trip shipping and we will provide our professional service at no charge! This service is not part of our Transferrable USA Extended Life of the Product Warranty, but we want to provide it to anyone who has an EXPLORE SCIENTIFIC product, anytime it is needed. Note that we may be unable to perform our service if the product has been damaged or misused.
Transferrable USA Extended Life of the Product Warranty for Products Purchased in the USA and Canada
EXPLORE SCIENTIFIC LLC is the owner and assumes liability for all USA warranties of EXPLORE SCIENTIFIC and BRESSER products. EXPLORE SCIENTIFIC will repair or replace the product, or part thereof, found upon inspection by EXPLORE SCIENTIFIC to be defective, provided the defective part or product is returned to EXPLORE SCIENTIFIC LLC, freight prepaid, with verification of product registration. EXPLORE SCIENTIFIC products purchased outside the United States are not included in this warranty, but are covered under separate warranties issued by authorized EXPLORE SCIENTIFIC International Distributors.
Prior to the return of any product or part, you must be registered as the current owner, and your Permanent Return Merchandise Authorization (RMA) Number must be used. If you need help in using your Permanent Return Merchandise Authorization (RMA) Number you can download the instructions here, or call us at 1-888-599-7597. Each returned product or part shipped to Explore Scientific must include the RMA number, a written statement detailing the nature of the claimed defect, as well as your name, return shipping address, and your phone numbers where we and/or the carrier returning your product can reach you.
EXPLORE SCIENTIFIC reserves the right to change product specifications or to discontinue products without prior notice. All EXPLORE SCIENTIFIC's warranties are limited to the original owner, unless said owner has registered the product with EXPLORE SCIENTIFIC and has successfully transferred the product registration to the new owner under the Transferrable USA Extended Life of the Product Warranty program.
*Limited Warranty is one year in the USA and its territories, extended to our Transferrable USA Extended Life of the Product Warranty when product is registered. Product registration must be completed within 60 days of purchase. Limited Warranty is transferable from original owner (Original owner may include person receiving brand new product as a gift).
EXPLORE SCIENTIFIC refurbished products, carry a one-year USA Limited Warranty against defects in materials and workmanship, and qualify for the Extendable to Five Year Transferrable USA Extended Life of the Product Warranty. These warranties give you specific rights. You may have other rights which vary from state to state.
Customers living outside of the USA, who have purchased an EXPLORE SCIENTIFIC product in the USA or Canada, your warranty is valid within the USA, however, customers returning a product from outside the USA for warranty repair/maintenance are responsible for shipping fees (customs, fees, duties, etc.) to and from our facility.