If you have received the incorrect product, please follow the steps below so we can resolve this quickly.

Do not install or use the item.

Step 1: Take Required Photos

Please email clear photos of:

1. The product received

2. The box label showing model number

3. The packing slip inside the carton

4. Any visible damage

Send photos to:

customersupport@starpoweradvancesolartechnology.com

Include your order number in the subject line.

Step 2: Keep Original Packaging

Do not discard:

• The carton

• Protective packaging

• Labels

These are required for return freight.

Step 3: Our Resolution Options

Once verified, we will:

✔ Dispatch the correct product
✔ Provide a return label
✔ Arrange courier collection (bulky solar panels)

In some cases, we may offer:

• Partial refund

• Discount to keep item

• Full refund upon return

Timeframe

We aim to respond within 1 business day once photos are received.

ARTICLE 3

Damaged in Transit – What To Do Within 24 Hours

Category: Returns & Warranty
Purpose: Reduce chargebacks + freight disputes

Overview

If your item arrives damaged, you must report it within 24 hours of delivery.

This protects both you and us during courier investigations.

Step 1: Take Clear Photos Immediately

Please take photos of:

1. Outer carton (all sides)

2. Close-up of damage

3. Shipping label

4. Internal packaging

5. The product itself

Step 2: Do Not Install the Item

Installing or using a damaged solar panel, battery or inverter may void courier claims.

Step 3: Email Us

Send photos to:

customersupport@starpoweradvancesolartechnology.com

Include:

• Order number

• Tracking number

• Date received

• Description of damage

What Happens Next?

We will:

✔ Lodge a courier damage claim
✔ Provide return instructions
✔ Arrange replacement or refund

Courier claims typically take 5–10 business days.