Warranty Claims – Frequently Asked Questions

1. How do I lodge a warranty claim?

To lodge a warranty claim, simply submit a support ticket through our Help Centre. Please include your order number, a description of the issue, and any relevant photos or videos of the fault. This helps us assess and resolve your claim faster.

2. What products are covered under warranty?

All products sold by Starpower Advance Solar Technology are backed by a manufacturer’s warranty, with varying periods depending on the item. The warranty period is listed on each product page. If you're unsure, reach out with your product details and we’ll confirm the coverage for you.

3. How long does it take to process a warranty claim?

Once we receive all the necessary information, we typically assess your claim within 2–5 business days. If approved, we'll arrange a repair, replacement, or refund depending on the situation and warranty terms.

4. Do I need to return the faulty product?

In many cases, yes. If a return is required, we’ll guide you through the process. Depending on the fault and item, we may offer a prepaid return label or request return postage. For some low-cost items, photo or video evidence may be sufficient, and you won't need to return the product.

5. Who pays for return shipping on warranty claims?

If your item is deemed faulty under warranty, we will cover the return shipping costs, either by providing a return label or reimbursing postage (conditions apply). If the fault is not covered under warranty or due to misuse, return shipping is the customer's responsibility.

6. What if my product is no longer available?

If your item is discontinued or out of stock, we will offer a suitable replacement of equal or better specifications, or a refund as per our warranty policy.

7. Can I speak to someone about my warranty claim?

Absolutely. If you’d prefer to speak to someone, contact us at customersupport@starpoweradvancesolartechnology.com or call our support team. However, for faster resolution, we recommend lodging a ticket online with all the required details first.

8. What is not covered under warranty?

Warranty does not cover:

• Misuse, accidental damage, or improper installation

• Normal wear and tear

• Modifications or use outside of intended purpose

• Water damage (unless the product is rated for waterproof use)

• Consumable parts (e.g., fuses, filters, etc.)

Please check the specific product warranty terms or contact us if unsure.