Refund policy

Refund Policy

We have a 30-day return policy, which means you have (30 days) after we dispatch your item/s to request a return, full refund or replacement.

To be eligible for a return, you’ll need the receipt, tax invoice or order confirmation email, and an image or video of the damaged/faulty goods you received, along with a short description outlining the exact issue.

How to start a return

Visit our Returns Centre

1. Log in to your account:

1. In the Email field, enter your email address, and then click Continue.

2. In your email account, open the email sent from us and copy the six-digit verification code included in the email.

3. Go back to the online store, and then enter a six-digit verification code.

2. Click the order in that you want to submit the return.

3. If your order has more than one item, then select the items that you want to return.

4. Select a return reason and add a note.

5. Click Request Return.

If you are having trouble submitting your return using the above instructions, you can submit your return via our Help Desk using the link below. 

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

You can also submit a return for your order by emailing our team at returns@starpoweradvancesolartechnology.com. Please include your order number within the email subject, and ensure the email address used is linked to your order or account online. 

Please note our customer support team has a response timeframe of (1-2 working days) for all support inquiries.

Please also note that returns will need to be sent to one of the following addresses:

PO BOX 7196, Dubbo Grove, NSW 2830. 

or unless we state otherwise in the email to be eligible for a return, full refund, or replacement.

If your return is accepted, we’ll email you a pre-paid return shipping label, as well as instructions on how and where to send your return. Item/s sent back to us without first requesting a return, and being approved will not be accepted, or eligible for a full refund.

You can always contact us for any return questions at:
customersupport@starpoweradvancesolartechnology.com Or you can visit our Help Desk

Damages and issues

Please inspect your order upon receiving it and contact our customer support team immediately within (30 Days) from the dispatch date if the item/s is defective, or damaged, or if you receive the wrong item/s so that we can evaluate the issue and make it right by offering either a replacement, repair or refund.

Return reasons we accept

Item damaged on arrival
Incorrect item received
Item faulty/not working
Item received not as described

Exceptions/non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Warranty

1. All products sold by StarPower Advance Solar Technology come with guarantees that cannot be excluded under the Australian Consumer Law, and our Warranty Policy does not limit any rights and remedies a customer may have under the Australian Consumer Law.

In addition, StarPower Advance Solar Technology offers a 12 Month's Warranty on all products sold. Some products come with extended warranties, so please be sure to refer to the warranty period stated within the product listing.

We will assess each warranty claim on a case-by-case basis. Depending on the nature of the damage or fault, we may arrange to:

a. send missing parts (if applicable);
b. suggest a method of self-repair (if applicable).
c. replace the product (subject to availability);
d. offer an alternative product, or
e. offer a partial or full credit voucher or refund.

To start a warranty claim, please contact our customer support team.

The following should be included in the email:
a. order number;
b. the quantity of each product and/or part missing, faulty or damaged; and
c. an image or video (of acceptable quality) of the product that clearly shows the exact issue.

7-Day Change Of Mind

In the unlikely event, that you decide to change your mind or are generally unhappy with your purchase, you have 7 days after receiving your order to request a return with our Returns Centre. You will be required to cover any return postage cost associated + with a 15% restocking fee which will be deducted from the initial refund amount before disbursing the funds back to your original payment method. To be eligible the item/s must be in its original packaging, unused, unworn, and in the same condition as you received it.

Exchanges/Replacements

We only exchange/replace items that are defective or damaged, for the same stocked item.

Refunds

We will notify you via email once we’ve received and inspected your return. We will also confirm if your refund request was approved or not. If approved, you’ll be automatically refunded on your original payment method. It takes 5–10 business days to process a refund. Once the refund is processed and sent to your card issuing bank, it can take up to 2–7 business days (depending on the bank’s processing speeds) for the refund to reflect back onto your account. In total, it can take 7-17 business days for you to receive your refund.

If more than (20 business days) have passed since we approved your refund, and you haven't yet received your refund, or have been notified by email to confirm that your refund has been fully processed, then please contact us at refunds@starpoweradvancesolartechnology.com so we can investigate this.

Order Cancellations

When placing an order online with us, we ask that you ensure that the product/s you are going to purchase is correct, and what you are after, as we do not accept order cancellations if you have mistakenly purchased the wrong, or incorrect item, found a better price elsewhere, or have simply changed your mind.

Please note that you are eligible to request to have your order cancelled and to receive a full refund if we are unable to fulfil your order within (30 working days) of us receiving cleared payment, however, we have the right to refuse your request if we are experiencing delays within our network, and have made you aware of this prior to your request.

You can request to have your order cancelled by contacting us here: Customer Support Team

Return And Exchange Policy FAQ

Have a question related to our Return And Exchange Policy? Read our FAQ page below to find answers to frequently asked questions.

Return And Exchange Policy FAQs