Wrong Item, Wrong Model or Wrong Size Received? What To Do Next

If you’ve received the wrong item, incorrect model, or incorrect size solar panel or product, we’re here to resolve it as quickly as possible.

Under Australian Consumer Law, your item must match its description — and if it doesn’t, you’re entitled to a resolution.

⚠️ Step 1: Stop Using the Item

Please do not install, wire, or use the product if it appears incorrect.

Using or modifying the item may affect return eligibility.

? Step 2: Send Us Photos (Required)

To resolve this quickly, please provide clear photos of:

• ? Outer packaging (including shipping label)
• ? Full product (laid flat)
• ? Dimensions (length × width)
• ? Any labels, model numbers, or markings
• ⚡ If relevant: regulator or connectors received

This allows our team to confirm the issue immediately and avoid delays.

? Step 3: Submit or Reply to Your Ticket

Send your photos via:

• Your existing support ticket
• Or email: customersupport@starpoweradvancesolartechnology.com

? What Happens Next?

Once reviewed (typically within 1 business day):

If confirmed incorrect:

We will:

• ✅ Provide a pre-paid return label (Australia Post or courier)
• ✅ Arrange either:
  • Replacement (correct item sent), or
  • Full refund (including original shipping)

? Return Process

1. We send you a return label
2. You drop the item at your nearest Post Office or depot
3. Keep your receipt as proof of lodgement

? In most cases, your replacement or refund is processed once the return is scanned into the carrier network

⏱️ Timeframes

• Review: 24–48 hours
• Return transit: 2–7 business days
• Replacement dispatch: Typically within 1–2 business days after scan

❓ FAQ

Can I use the item while waiting?

No — please wait for confirmation. Used items may not be eligible for return.

Do I need original packaging?

Yes — where possible. This helps prevent damage in transit.

Who pays for return shipping?

If the item is confirmed incorrect, we cover return shipping in full.

Can I request a refund instead of replacement?

Yes — once the issue is confirmed, you can choose your preferred resolution.

I need the correct item urgently — what should I do?

Let us know in your reply — we can prioritise dispatch where possible.

? Summary

If you’ve received the wrong item, we’ll fix it quickly — just send clear photos and we’ll handle the rest.