Limited Warranty and Product Return Procedures



Limited Warranty

Software Bisque warrants to the original product purchaser that the products it sells are free from defects in mechanical components for two (2) years and electrical components for one (1) year from the date of delivery.

Software Bisque’s limited warranty covers only those defects that are the result of normal use, and does not cover improper use, wear and tear after a long period of normal use, damage caused by natural events (lightning, wind storms, floods, hurricanes, etc.), inadequate maintenance, custom modifications, or operation outside the product’s specifications (for example, excessive mount payloads, negligence, abuse, accidental damage, etc.).

If you believe you have discovered a defect in a product you purchased from Software Bisque, or a product does not meet a published specification, please post a support request to the appropriate product support forum at so that our support personnel can assist in troubleshooting. When posting support questions, please provide the exact version and build of the software you are using, a detailed description of the problem, how the problem can be reproduced, as well as the exact wording of any software-related error messages you encountered.

After a Software Bisque representative determines that a replacement component is required, or the product needs to be returned for service, please download, fill out, and return the completed Software Bisque Returned Merchandise Authorization Form.

After this form has been completed and emailed to Software Bisque, you will be issued a returned merchandise authorization (RMA) number. This number helps Software Bisque keep track of the support request.

Note that products not manufactured by Software Bisque are not covered under this limited warranty. Please contact the original equipment manufacturer (OEM) for its limited warranty details.

Before shipping any item to Software Bisque, please clearly print the RMA number on the outside of all shipping boxes; shipments received without an RMA number will be rejected and returned.


General Product Return, Replacement and Service Policy Notes

  • All damaged or out-of-specification worm blocks, or other hardware, and any failed control system electronics (for example, the MKS 5000 PCB), must be returned to Software Bisque
  • Your Returned Merchandise Authorization Number (RMA) must appear on the outside of the shipping box when you return the failed component to Software Bisque (see the bottom of this page for our shipping address).  Shipments without an RMA number clearly visible on the outside of the shipping package will be rejected and returned.
  • For warranty service and repairs, the customer is responsible for one way shipping costs. Software Bisque covers the return shipping costs.  
  • For non-warranty replacements and repair work, the customer is responsible for all shipping costs.
  • Understanding that having a working observatory is an utmost priority, Software Bisque will try to ship replacement parts as quickly as possible.  The failed component should be returned to Software Bisque after you receive the replacement component.
  • A fifteen (15) percent restocking fee will be applied to any “box opened” merchandise that is returned to Software Bisque.

Paramount Return for Service Procedure

Please follow the steps below before returning a product Software Bisque for any reason.

The Paramount is a precision instrument. If not packaged properly, the mount will be damaged during shipment!

Boxing/Shipping Requirements

  • If you do not have the original packing material and or box, contact Software Bisque, and we will ship replacement packaging to you. If necessary, a replacement Paramount Shipping Box can be shipped to you first.

Software Bisque is not responsible for damage caused by improperly packaged mounts.

Step 1

Post a question to the appropriate Paramount forum on the Software Bisque Support site about the issue you are having with your mount.

If Software Bisque support determines the mount needs to be returned for servicing, download, fill out, and email back the Software Bisque Returned Merchandise Authorization Form.  Once the completed and signed Return Merchandise Authorization Request Form is received by Software Bisque, a return merchandise authorization number (RMA) will be emailed to you.  Please print this number on the outside of the shipping box.

Software Bisque will not accept returned merchandise without an RMA number clearly displayed on the outside of the package. 

Step 2

In order to ship the Paramount, you’ll need to first remove all equipment from attached to the mount, including the telescope (custom through the mount cabling need not be removed).

Note that the altitude positioning device should be rotated to its lowest position before placing the mount inside the shipping box.

Step 3

Disengage both the right ascension and declination worm gears before shipment. Doing so minimizes the possibility of worm/gear damage during transport.

  • Paramount ME: See the Paramount ME User Guide for details on how to disengage the worm from the gear.
  • Paramount ME II: Before removing the mount’s payload, be sure to lock the RA axis in place using the supplied locking bolt as described in the Paramount ME II User Guide.  This ensures the payload will not move unexpectedly when taking off the telescope and/or counterweights.  Leave the RA locking knob in place while setting the mount inside the shipping box, then remove the locking bolt before shipping the mount.  If the locking bolt remains in place during shipment, external jarring to the box may cause the locking bolt to become deformed, and difficult to remove.
  • Paramount MX: Make sure to use the original Paramount MX shipping boxes, and, for both axes, make sure to place the Three Position Switch in the Balance position.
  • Paramount MX+ and Paramount MYT: Make sure to use the original shipping boxes, and, for both axes, make sure to place the Two Position Switch in the Balance position AND unlock both axes after the mount has been placed inside the shipping box.

Step 4

Carefully place the Paramount in its original packaging material and box, use a good quality packing to seal the box, and ship the mount to Software Bisque.

Please do not forget to insure your mount for replacement value. Contact your shipper for details about package insurance.

Unless otherwise requested, you do not need to ship back the Paramount accessories, including counterweights, counterweight shafts, the joystick, etc.


Software Bisque Warranty Replacement and Service Procedure

If the Software Bisque product is under warranty, once a Software Bisque representative has determined that a replacement is required, or the product needs to be repaired, you are eligible to receive a replacement, or have the product repaired.

MKS 5000 PCB and Paramount Worm Block Assembly Replacement Policy Notes

To proceed with a warranty replacement or warranty repair service:

  1. If you have not already done so, email your mount’s serial number to the Front Desk, which serves as proof of purchase.
  2. Once a Software Bisque representative has determined the component needs replaced, download, the Software Bisque Returned Merchandise Authorization Form
  3. Complete the RMA Request Form and email it to the Software Bisque Front Desk. When Software Bisque receives the completed RMA Request Form, you will be issued an RMA number.
  4. Please print the RMA number on the outside of the shipping box .  For warranty replacements, a Software Bisque Store Coupon Code will be emailed to you so that you can order the replacement component from the Software Bisque Store.
  5. After you have received the replacement component, please return the failed component to Software Bisque at the shipping address below.  

Software Bisque Non-Warranty Replacement and Service Procedure

Once Software Bisque has determined that the warranty is expired and a replacement component is required, then you are eligible to receive a replacement.

For the MKS 5000 PCB and worm block assemblies, you will receive a Software Bisque invoice for the failed componentWhen the failed component is received by Software Bisque, the invoice will be marked “paid in full.” 

MKS 5000 PCB and Worm Block Assembly Replacement Policy Notes

To proceed with a non-warranty replacement or service:

  1. If you have not already done so, email your mount’s serial number to the Front Desk, which serves as proof of purchase.
  2. Where applicable, purchase the appropriate replacement product from the Software Bisque Store.
  3. Once a Software Bisque Team member has determined the component needs to be replaced or repaired, download, the Software Bisque Returned Merchandise Authorization Form
  4. After the RMA Request form has been completed and returned to Software Bisque, you will be emailed an RMA number. An RMA number must appear on the outside of the shipping box when you return the failed component to Software Bisque or delivery will be refused.
  5. Place an order for the product to be replaced from the Software Bisque Store.
  6. For MKS 5000 PCB and other electronic components, we encourage you to participate in our voluntary electronics repurposing and recycling program and return your original printed circuit board to Software Bisque. Please follow the included electronics instructions and use the pre-paid UPS shipping label.

Paramount Worm Block Assembly Replacement Instructions and Video


Software Bisque Shipping Address

Software Bisque Shipping Address

Software Bisque, Inc.
862 Brickyard Cir
Golden, CO 80403-8058
USA
Phone: +1 303 278 4478
Fax: +1 303 278 0045

Please do not forget to print the RMA number on the outside of the shipping box!

* All prices are subject to change without notice.