Dwarflab Reviews 8

I ordered directly from DWARFLAB and requested a return on the day the item arrived because it was not as expected and I changed my mind. The product was unused and in perfect new condition, but the return process has been extremely difficult and completely out of line with UK consumer law. This is similar to some of the reviews below.

At checkout, no information about return costs was provided, and no cancellation rights were explained. Only after I asked to return the item was I sent a policy that contradicts UK law and places unfair conditions on customers.

DWARFLAB were slow on emails, and insisted (at least three times) that I must pay the return postage upfront, even though UK law requires the retailer to cover return costs when this information wasn’t provided before purchase. They also tried to apply internal rules that override statutory rights, including conditions about packaging, inspections, and deductions. They even referred to a 4% fee that does not appear anywhere in their own published policy.

Despite multiple explanations, they still refuse to provide a prepaid return label or arrange a no‑cost collection, which they are legally required to do. They recently said they’re unable to provide pre paid labels - well they shouldn’t be trading in the UK if they can’t trade and set up their processes and policies lawfully. At this point, it looks like the only route to get my money back is to pursue a Section 75 claim through my payment provider.

A simple return has turned into a frustrating, stressful and time‑consuming process. Avoid if you can.

In my opinion, if you don't know anything about photography and astronomy, you'll only end up frustrated. I've been reading instructions for days and seeing videos but I do not advance. The menus are unclear, the learning curve is large, the adjustments before taking a photo are many... Its not for amateurs like me. I decided finally to return, the customer service is extraordinary, fast and kind. Its a good telescope but to much for me...

Placed an Order, was told it was ship early December, then told January so I cancelled the order.

As soon as I wanted to cancel they were slow on the emails. Then came back and said I will be charged 4% for a fee, even though the item never shipped.

Its a breach of UK law based on distance selling regulations. They also confirmed items ship from the UK warehouse, so why if they ship from the UK warehouse are they not complying with UK law.

Advised them if they dont provide a full refund, I will process a chargeback with my bank for anything I dont receive and I would advise everyone else to do the same as its ilegal what they are trying to do.

Paid for a pocket Dwarf mini telescope, DWARFLAB charged my Paypal+Bank account, but they say my order does not exist!
I now have to open a dispute on Paypal to try and get my money back.
Very disappointed..
I do not recommend

The original setup was fine. Paid for the item on pre-order etc… would have liked some updates but not essential.

My situation changed so I contacted about cancelling my pre-order.

They were fine doing this, but informed me that I would have to pay 6% of the original payment and that was due to PayPal.

I checked this with PayPal, and they told me this was not correct. I emailed Dwarflab, being very specific in why they were taking 6%. They confirmed this so we’re clearly being dishonest.

Luckily PayPal have a good system, and they retrieved the money for me.

Be careful buying from Dwarflab, and if you return or cancel an order, they have no rights to take any money from any agreed refunds.