Returns & Refunds

At StarPower Advance Solar Technology, we aim to make returns and refunds clear, fair, and hassle-free.
This page explains when returns are accepted, how refunds are processed, and what to do if something goes wrong with your order.

If you’re unsure where your situation fits, our support team is always happy to help.

Change-of-Mind Returns

We understand that sometimes circumstances change.

Change-of-mind returns may be accepted if:

  • The item is unused, uninstalled, and in original packaging

  • The return request is submitted within the allowed return window

  • The product is in resaleable condition

Please note:

  • Change-of-mind returns may incur a restocking fee

  • Return shipping costs are the responsibility of the customer

  • Custom-ordered, special-order, or clearance items may not be eligible

👉 To start a return, please contact our support team before sending anything back.

Faulty, Damaged, or Incorrect Items

If your item arrives faulty, damaged, or not as ordered, we’ll make it right.

This includes:

  • Items damaged during transit

  • Incorrect product, size, wattage, or colour supplied

  • Manufacturing faults or defects

What to do:

  1. Contact our support team as soon as possible

  2. Include:

    • Your order number

    • Clear photos of the item and packaging

    • A brief description of the issue

Once assessed, we will arrange:

  • A replacement, or

  • A refund, or

  • Repair or manufacturer warranty claim (where applicable)

Warranty Claims

Many products we sell are covered by manufacturer warranties.

If a fault develops after initial use:

  • Our team will guide you through the warranty claim process

  • Supporting evidence (photos, test results, installation details) may be required

  • Warranty assessment timeframes vary depending on the product and supplier

Warranty claims are handled in line with Australian Consumer Law.

Refund Processing Timeframes

Once your return or refund has been approved:

  • Refunds are issued back to the original payment method

  • Please allow 1–3 business days for processing after approval

  • Banks and payment providers may take additional time to display funds

We’ll notify you by email once your refund has been processed.

Items That Cannot Be Returned

For safety and compliance reasons, returns may not be accepted for:

  • Used or installed products

  • Items damaged due to incorrect installation or misuse

  • Products returned without prior approval

  • Clearance or special-order items (unless faulty)

How to Start a Return or Refund Request

To begin a return or refund:

📧 Email: support@starpoweradvancesolartechnology.com
📞 Phone: (02) 5761 0297
🕒 Support Hours: See our Customer Support Hours page

Please include your order number and a brief description of the issue to help us assist you faster.

Your Rights Under Australian Consumer Law

Nothing on this page limits your rights under Australian Consumer Law.

If a product has a major fault, you are entitled to a replacement or refund.
If the fault is minor, we will work with you to resolve it as quickly as possible.

Need Help?

If you’re unsure which option applies to your situation, contact our support team — we’re here to help.