Returns and refunds
Last updated: 30 August 2026
This policy applies to APESTAR advance payment plans and equipment purchased from the APESTAR online store for delivery in Nigeria.
Cancelling an advance payment plan
The 50% initial deposit and any later instalments are refundable when a customer cancels before delivery or installation. A cancellation cost equal to 4% of the total amount paid at cancellation is deducted from the refund. No additional cancellation penalty is added.
APESTAR processes the refundable balance within 14 business days after receiving the complete written cancellation request and the information reasonably needed to return the funds. Refunds are returned through the original payment method where reasonably possible; bank or payment-provider settlement time may apply afterwards.
If APESTAR cancels the plan or cannot supply the agreed package, the customer receives a full refund without the 4% cancellation cost. The cost is also not charged where applicable law prohibits it. Read the complete Advance Payment Plan Terms.
What can be returned
We accept returns where a product is defective, unsafe, damaged when delivered, materially different from its description, or not the product ordered. The issue must not have been caused by misuse, improper installation, unauthorised modification, accidental damage after delivery, or normal wear and tear.
After equipment has been delivered, we do not offer change-of-mind returns or general product exchanges. This does not limit the separate right to cancel an advance payment plan before delivery or installation under the terms above. A replacement supplied to resolve an eligible defective or incorrect order is a remedy, not a general exchange.
Return window
A standard return request for an eligible defective, unsafe or non-conforming product must be started within 30 days after delivery. Please report visible transit damage or an incorrect delivery as soon as possible—ideally within 48 hours—so that delivery evidence can be preserved.
Claims outside the standard 30-day window may still be covered by an applicable manufacturer warranty.
How to request a return
- Email support@apestar.xyz with your order reference and contact details.
- Describe the issue and include clear photos or video, the product serial number where applicable, and proof of purchase.
- Keep the product and its accessories safe while we assess the issue. Do not send it anywhere until APESTAR provides return instructions.
- We may perform reasonable remote checks before arranging collection or another return method.
Return costs and packaging
APESTAR bears reasonable return transport and handling costs for an eligible defective, unsafe, damaged-on-delivery or incorrectly supplied product. There is no restocking fee for an eligible return. Original packaging is helpful but is not a condition for an eligible defective-product return; please include the supplied accessories and keep the product in a condition that allows the issue to be assessed.
Repair, replacement or refund
After assessment, APESTAR will repair or replace the affected product, or refund the price paid, as appropriate under applicable law and the circumstances of the issue. Approved refunds are returned through the original payment method where possible. Bank and payment-provider processing times may apply.
Manufacturer warranties
This returns policy does not replace any applicable product or manufacturer warranty. Warranty durations vary by model: for example, different batteries or inverters may carry 12-month, 18-month, 2-year, 5-year or 10-year terms. The exact written term recorded for the purchased model applies. Contact us if a fault appears outside the return window so we can identify the available warranty process.
APESTAR's separate 12-month Care benefit provides after-sales support and scheduled health checks; it does not shorten a longer product warranty or turn a shorter product warranty into free parts coverage. Read the complete After-Sales Service and Warranty Policy.
Need help with an order?
Email support@apestar.xyz and include your order reference.