Still waiting on a

Starlink

refund?

When You Are Eligible

Starlink Australia offers a 30-day money-back guarantee on hardware purchased directly through starlink.com/au. The Starlink return policy Australia applies to:

• Hardware purchased direct from Starlink: Return an undamaged Starlink Kit (and any accessories bought through starlink.com) within 30 days of receipt for a full hardware refund.
• First month's service fee: If you cancel within the 30-day window, the first month's plan fee is also refunded.
• 12-month commitment cancellation fee waiver: If you are on a 12-month commitment plan and cancel within 30 days, the $549 AUD Change Fee is waived entirely.
• Unused prepaid service: If you cancel after the 30-day window, any fees paid in advance for services not yet delivered (unused days in a prepaid month) are refunded.
• Rented kits: If you are on a rental plan, return the kit in good working condition within 30 days of cancellation to avoid being charged the full retail price.

When You Are Not Eligible

• Third-party purchases: The Starlink 30-day money-back guarantee Australia applies only to kits purchased directly from Starlink. Third-party retailer purchases are governed by that retailer's own return policy.
• Return shipping and handling costs: These fees are deducted from your refund, they are not covered.
• Damaged or incomplete equipment: Kits with exterior damage, missing components, or evidence of tampering or permanent modification may receive a reduced refund or no refund.
• Post-30-day hardware returns: Once the 30-day window closes, hardware refunds are not available regardless of the reason.
• Mid-cycle monthly plan fees: Monthly service fees are not refunded if you cancel mid-billing cycle, except for prepaid unused days.
• 12-month commitment — post-window cancellation: If you cancel after the 30-day window on a 12-month plan, a Change Fee of up to $549 AUD applies (reduced pro-rata over remaining months).
• Gen1 hardware: Original round-dish hardware is generally no longer eligible for return as warranty periods have expired.

Your Rights Under Australian Consumer Law

Starlink's own policy windows do not override your rights under the Australian Consumer Law (ACL). If your Starlink hardware or service fails to meet consumer guarantees (regardless of whether the 30-day window has passed) you may still be entitled to a remedy, including a full refund.

The Starlink Australia consumer guarantee framework means these protections apply even where Starlink's internal policy says otherwise.

The Starlink refund process must be initiated through the web portal, not the mobile app. Follow these steps to cancel your service and return your kit.

Step-by-Step: How to Cancel and Return Your Starlink Kit

1. Log in via a web browser — Go to starlink.com and sign in with your account credentials. Cancellations cannot be initiated through the Starlink app.
2. Navigate to your device — Under "Your Starlinks," click Manage next to the dish you want to cancel.
3. Select Cancel Service — Click Cancel Service from the left-side menu.
4. Choose your cancellation reason — Select from the dropdown, and tick the refund checkbox to indicate you want to return the hardware.
5. Confirm cancellation — Confirm in the popup. Starlink will email you a prepaid return label to print.
6. Stow the dish — Use the Starlink app (Settings > Starlink > toggle the Stow slider) or manually stow the dish before disassembling.
7. Pack the kit — Return all items in the original box: dish, router, power supply, cables, and all included accessories. Use original packaging wherever possible.
8. Drop off the parcel — Attach the prepaid label and drop off at the carrier location specified on the label.
9. Keep your tracking number — Record the tracking number from the return label so you can confirm when Starlink receives your equipment.

Support Contacts for the Starlink Refund Process

• Support portal: starlink.com/support
• Australia phone (24/7): +61 1800 953 804
• Email: starlinkresolutions@spacex.com
• Account portal tickets: Log in at starlink.com and navigate to Messages to create a support ticket

The Starlink refund timeframe depends on when the returned equipment is received and passes inspection.

• Standard processing window: 7–15 business days after Starlink receives and inspects the returned equipment.
• Typical timeframe cited by SatelliteInternet.com: Most refunds processed within 7–10 business days of receipt.
• Telstra Satellite Internet (Starlink-powered): Telstra states refunds are processed within approximately 10 business days of receiving returned hardware.
• Refund destination: Funds are returned to your original payment method (credit/debit card or bank account).

What Can Cause Delays

• Damaged or incomplete equipment on return may trigger a partial refund assessment or dispute.
• Remote or regional return shipping: Slower transit times from regional Australian locations can extend the timeline.
• High support volume: Ticket processing delays can push timeframes toward the 15-business-day end.
• Refund sent to a closed or changed bank account: Documented among Australian customers; requires additional paperwork to redirect funds and can significantly extend resolution time.‍
• Returning outside the 30-day window: hardware refunds will not be granted.

• Original payment method (standard): Refunds are credited back to the card or bank account used at the time of purchase. This is Starlink's default and primary method.
• Account credit (non-preferred): Some customers have reported Starlink applying refunds as account credit rather than returning funds to the original payment method. If this happens, contact Starlink support directly and request a credit card or bank transfer refund instead.

Restrictions

• No cash refunds are offered.
• No PayPal or third-party processor refunds for purchases made directly through Starlink.
• Third-party retailer purchases are subject to that retailer's own refund payment policies - the method may differ.
• Partial outage refunds are not standard practice. Starlink does not typically issue refunds for service outages unless the disruption constitutes a breach of consumer guarantees under Australian Consumer Law.

• Missing the 30-day window: The most frequently cited reason refunds are denied. The clock starts from the date of receipt, not activation or connection. Many customers don't realise this until it's too late. Set a calendar reminder for day 25 after receiving your kit.
  
  
• Damaged or incomplete equipment: Starlink inspects all returned kits. If the dish, router, power supply, or cables show damage, are missing, or have been permanently mounted and drilled, the refund may be reduced or denied. Avoid permanent installation during the trial period.
  
  
• Refund sent to a closed bank account: Starlink processes the refund back to the payment method on file. Several Australian customers have found their refund went to an old or inactive account, triggering a difficult paperwork process to redirect funds. Check your payment method is current before initiating a return.
  
  
• Automated support gatekeeping: Australian customers have reported difficulty bypassing the Grok AI assistant in the support portal to reach a human agent, which can slow down refund initiation or ticket escalation. Use the direct phone line (+61 1800 953 804) or email starlinkresolutions@spacex.com for faster human access.
  
  Billed for the following month after cancellation: If you cancel after your billing cycle has already been generated, you will be charged for the following month, and Starlink does not typically refund this. Cancel before your monthly invoice is generated, not just before the service period ends.