Returns & Warranty Help

Your guide to returns, exchanges, warranty claims, and what to do if something isn’t quite right with your order.

At StarPower Advance Solar Technology, we want to make sure your shopping experience is smooth, transparent, and stress-free. This page explains how returns and warranties work, what qualifies, how to lodge a request, and where to get fast support.

Need to Start a Return or Warranty Claim?

You can lodge a request anytime through our Help Centre:
▶ Lodge a Return or Warranty Claim
(https://help-centre.starpoweradvancesolartechnology.com/support/tickets/new)

A support agent will review your request and respond during business hours:
Mon–Fri: 9:00am – 5:00pm AEST
Help article: Customer Support Hours & Typical Response Times
https://help-centre.starpoweradvancesolartechnology.com/support/solutions/articles/51000505466-customer-support-operating-hours

1. Change-of-Mind Returns

We offer a 30-day change-of-mind return window on most products, provided the item:

  • Is unused and in resellable condition

  • Includes original packaging and all accessories

  • Is not a clearance or special-order item

If approved:

  • You may return the item for a refund or store credit

  • Return shipping costs may apply (see your Returns FAQ)

Help article:
Returns – Frequently Asked Questions
https://help-centre.starpoweradvancesolartechnology.com/support/solutions/articles/51000495752-returns-frequently-asked-questions

2. Incorrect Item, Wrong Wattage, or Missing Items

If you received the wrong product, wrong wattage, or your order arrived incomplete, don’t worry — we’ll fix it.

We may ask for:

  • Photos of the item received

  • A photo of the specs label

  • A photo of the postage label

This helps us confirm the warehouse error quickly.

Depending on the situation, we will:

  • Send the correct item

  • Arrange a pre-paid return label for the incorrect item

  • Replace or refund any missing items

Help article:
Wrong Wattage / Wrong Solar Panel Received
https://help-centre.starpoweradvancesolartechnology.com/support/solutions/articles/51000505682-wrong-wattage-wrong-solar-panel-received

If you received the wrong item or wrong colour/variant, refer to:
Wrong Item / Colour Received (Coming Soon)

3. Damaged on Arrival (DOA) or Missing in Transit

If your order arrived damaged:

  • Take clear photos of the packaging and damaged item

  • Contact us within 7 days of delivery

  • Keep all packaging until your claim is resolved

We will arrange a replacement or refund depending on stock availability.

Help articles:

Shipping Times & Delivery Areas
https://help-centre.starpoweradvancesolartechnology.com/support/solutions/articles/51000495749-shipping-times-delivery-areas

Support Contact & How to Reach Us
https://help-centre.starpoweradvancesolartechnology.com/support/solutions/articles/51000501187-support-contact

If your tracking shows delivered but you didn’t receive it, please contact us so we can open an investigation with AusPost or the courier.

4. Warranty Claims

All products are covered by a manufacturer’s warranty, typically:

  • Solar panels: 25–30 years performance warranty (varies by model)

  • Batteries: 1–5 years depending on brand and chemistry

  • Electronics (MPPT, inverters, etc.): 1–5 years depending on brand

Who pays return shipping?
If a product is confirmed faulty under warranty, the manufacturer or StarPower covers return shipping.

Full details:
Warranty – Frequently Asked Questions
https://help-centre.starpoweradvancesolartechnology.com/support/solutions/articles/51000495751-warranty-claims-frequently-asked-questions

To speed up warranty assessment, please include:

  • Photos/video of the issue

  • Diagnostic readings (e.g., Voc, Vmp, battery voltage, MPPT readings)

  • A description of how the product is installed and used

5. Testing Before Lodging a Warranty Claim

Many solar and battery issues can be diagnosed quickly with a few simple checks.

We strongly recommend the following articles before lodging a claim:

How to Test if Your Solar Panel Is Working Correctly
https://help-centre.starpoweradvancesolartechnology.com/support/solutions/articles/51000494740-how-to-test-if-your-solar-panel-is-working-correctly-step-by-step-guide-

Comprehensive Solar Panel Troubleshooting Guide
https://help-centre.starpoweradvancesolartechnology.com/support/solutions/articles/51000502643-comprehensive-solar-panel-troubleshooting-guide

Flexible Panel Issues (Delamination, Bubbling, Yellowing)
https://help-centre.starpoweradvancesolartechnology.com/support/solutions/articles/51000502811-flex-panel-delamination-bubbling-yellowing-causes-remedies

6. How to Start a Return or Warranty Claim

The fastest way is through our Help Centre:

Step-by-step:

  1. Go to:
    https://help-centre.starpoweradvancesolartechnology.com/support/tickets/new

  2. Choose Return, Faulty Item, Warranty, or Order Issue

  3. Attach photos/videos

  4. Submit your request

Our support team will reply within our business hours with the next steps.

7. Need Immediate Help?

If your order is urgent or you are unable to use the product, please contact us directly.

Customer Support:
📞 (02) 5761 0297
📧 customersupport@starpoweradvancesolartechnology.com

Help Centre:
https://help-centre.starpoweradvancesolartechnology.com/support/home

We’re Here to Help

We stand behind the quality of our solar, camping and off-grid products.
Whether you need a return, replacement, warranty claim or troubleshooting support, our team is ready to assist.