How do I report a problem with my order?

1. Take photos of the product, packaging, and shipping label (this helps us with warranty and courier claims).

2. Contact our team within 7 days of receiving your order by:

• Email: sales@starpoweradvancesolartechnology.com

• Phone: (02) 5761 0297

• Live Chat (during support hours)

• Or submit a request via our Help Centre.

3. What information should I include when contacting you?

• Your order number

• A description of the issue (wrong item, damaged on arrival, missing parts, etc.)

• Supporting photos/videos where possible

4. What happens after I report the issue?

• Our support team will review your case within 1–2 business days.

• We’ll let you know if we need the item returned or if a replacement/refund can be processed right away.

• For warranty-related issues, we may request extra details to confirm the fault.

5. Do I have to pay return shipping?

• Incorrect items sent by us: We cover all return shipping costs.

• Defective/faulty items under warranty: We’ll guide you through the return process, and in most cases, we cover the return cost.

6. Can I request a refund instead of a replacement?

Yes. If you prefer a refund over a replacement, just let us know when you report the issue. Refunds are processed back to your original payment method.

7. How long does it take to resolve?

Most replacement or refund requests are resolved within 5–7 business days of us receiving all the required information.