If you’ve received a solar panel that does not match the wattage, size, or model you ordered, this article explains exactly what to do and how we will resolve it in line with our official Returns & Exchange policies.

This covers situations such as:

• Wrong wattage received (e.g., 250W instead of 350W)

• Wrong size or model compared to the listing

• Incorrect solar panel shipped

• Item not as described

• Mixed items (e.g., one correct panel + one incorrect panel)

Under our Returns – Frequently Asked Questions policy, incorrect or wrong items are fully eligible for an exchange or refund, and you will not be charged return shipping.

1. Am I Covered? (Yes — This Falls Under “Wrong Item Received”)

According to our Return Reasons We Accept policy:

✔ Incorrect wattage
✔ Incorrect product delivered
✔ Dimensions not matching the listing
✔ Wrong model or variation
✔ Supplier packing error
✔ Incorrect item type received

All of these qualify for a replacement or refund, and we provide a prepaid return label at no cost to you.

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

2. What We Need From You (Required Photos for Verification)

To process your exchange/refund quickly and ensure the correct replacement is shipped, please attach the following photos in your support ticket:

A. Photo of the panel’s specification label (rear sticker)

Must show:

• Wattage

• Voltage (Voc/Vmp)

• Current (Isc/Imp)

• Model number

B. Photo of the postage/shipping label

This helps us investigate the packing error with our supplier.

C. Photo of the front of the panel

Helpful to confirm the exact model and cell layout.

D. (Optional) Photo of the box dimensions

Useful when the box size appears smaller/larger than expected.

These are required under our returns workflow to validate the incorrect item and ensure the correct replacement is issued.

3. Your Options (You Choose the Resolution)

Once your photos are received and verified, you can choose from:

Option A — Replacement (Correct Item Sent)

We will:

1. Ship the correct solar panel(s)

2. Provide a prepaid return label for the incorrect item

3. Dispatch your replacement within 1 business day

4. Send you full tracking details

This is the fastest option if you still need the product.

Option B — Full Refund

If you prefer a refund instead:

• We provide a prepaid return label

• You return the incorrect panel at no cost

• Refund is issued as soon as the courier scans the parcel, or when received at our warehouse
  (as per our Refunds & Return policy)

Refunds follow our standard processing guidelines and are sent back to your original payment method.

4. Do I Need to Pay Return Shipping?

No — we cover all return shipping costs for:

• Wrong wattage

• Wrong item

• Wrong model

• Incorrect or mixed shipment

• Not as described

A prepaid return label will be emailed to you.

This is part of our commitment to ensuring incorrect items are resolved quickly and fairly.

5. What Happens After I Send the Photos?

1. We verify the item

2. We confirm your preferred resolution (Replacement or Refund)

3. We issue your prepaid return label

4. Replacement or refund is processed immediately based on your choice

Most incorrect-item claims are resolved same day once evidence is provided.

6. Important Notes

• Please keep all packaging until the return label is provided

• Items must be returned for a refund or replacement to be processed

• Replacement stock is only shipped once photos are verified (per supplier requirements)

• Incorrect or wrong items DO qualify for free returns under our policy

7. Need Assistance?

If you have received a solar panel with the wrong wattage or the incorrect model, please reply to your support ticket or contact us:

? support@starpoweradvancesolartechnology.com
? Tracking-only updates: tracking@starpoweradvancesolartechnology.com

We will ensure your issue is resolved quickly and in accordance with our official Returns & Refunds policies.