Refund & Return 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, an image or video of the damaged/faulty goods you received, and a short description outlining the exact issue.

How to start a return

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:

34 Castlereagh Street Coonamble NSW 2829.

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 and 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 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 Warranty on all products sold. Some products come with extended warranties, so please refer to the warranty period in 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 get in touch with 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 defective or damaged items 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 using 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 2–7 business days (depending on the bank’s processing speeds) for the refund to reflect on 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 get in touch with us at refunds@starpoweradvancesolartechnology.com so we can investigate this.

Order Cancellations

When placing an order online with us, please ensure that the product you are going to purchase is correct and what you are after. 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 cancel your order and receive a full refund if we cannot fulfil your order within (30 working days) of us receiving the cleared payment. However, we have the right to refuse your request if we are experiencing delays within our network, and we have made you aware of this before your request.

You can request to have your order cancelled by contacting us here: customersupport@starpoweradvancesolartechnology.com