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Starlink Hardware Warranty and Replacement: What to Do When Your Kit Fails

Equipment & Accessories

A Starlink kit that will not work is not automatically a warranty replacement. First separate a service outage or setup fault from a hardware failure, then collect useful evidence before asking Starlink Support to replace anything.

Warranty coverage depends on the kit model, service location, seller and the condition of the hardware. The current Starlink Limited Warranty is the final word for your region, and local consumer protection rights may apply separately.

Start with the right path

Use the path that matches what happened:

The kit arrived damaged: Take clear photos, keep the packaging, and contact Starlink Support from the affected account.
The kit worked and then failed: Run only safe checks, document the symptoms and ask Support whether the hardware is covered.
You damaged a cable, dish or router: Check the current warranty exclusions and replacement-parts options before opening or modifying anything.
You are cancelling or returning service: Follow the cancellation and returns process. A warranty claim is not the same as a normal return.
The dish is online but one device has a problem: Troubleshoot Wi-Fi, Ethernet or the device first. A replacement kit will not fix a phone, switch or third-party router fault.

Do not assume a red light, slow speed or an offline message proves that a part has failed. The Starlink app, power checks and a controlled test can help separate a local fault from a wider service problem.

Do not disassemble the kit

Before opening a support request:

Do not open the dish, router or power equipment.
Do not cut, splice or modify a Starlink cable.
Do not repaint, drill or permanently alter the hardware.
Do not climb onto a roof or handle outdoor equipment if the work is unsafe.
Do not keep power-cycling equipment that smells burnt, is hot, wet or visibly damaged.

The current warranty excludes a range of problems linked to misuse, accident, neglect, incompatible equipment, some weather events, modifications and disassembly. A safe photo and a clear description are more useful than an improvised repair.

Build a replacement-ready evidence pack

Have these details ready before contacting Support:

The account email, shared only through the official support form.
The affected Starlink service or kit name if the account has more than one.
Kit model, serial number or order reference, if visible without dismantling anything.
Date the problem started and whether the kit ever worked normally.
The exact app message, status-light behaviour or symptom.
Photos of visible damage, cable ends, the router and the packaging when relevant.
What you checked: power, connectors, the Starlink app, another device and any safe restart.
The shipping address where replacement hardware should be sent.

Hide passwords, payment details, full Wi-Fi credentials and unrelated personal information in screenshots. Do not post serial numbers or account details in a public forum.

Check the current warranty terms

Open the current Starlink Limited Warranty before relying on a deadline or assuming a replacement is free.

Check:

Which kit or accessory is affected.
Whether the purchase was made from Starlink or an authorised retailer.
The original purchase date and your proof of purchase.
The warranty period for your model and service location.
Whether the problem looks like a covered defect or excluded damage.
Whether local consumer protection law gives you additional rights.

Warranty periods and remedies can differ by product, country and seller. Do not copy a period from another customer's account or from an old forum post.

Contact Starlink Support clearly

Sign in through the Starlink app or starlink.com and use the account's Help or Contact Support route. A short, evidence-based request is easier to review than a long list of guesses.

You can use this structure:

unknown node

If the hardware arrived damaged, say which item is affected and attach photos. If a replacement is approved, ask Support to confirm whether it is a full kit, a single part or a purchase option.

If Starlink approves a replacement

Do not throw away the old hardware or ship it immediately. First confirm:

The replacement or return reference.
Which parts must be returned.
Whether the whole kit, cables and router are required.
The return deadline and shipping method.
Whether Starlink will provide a label or packaging instructions.
Whether the shipping address is correct.
What happens to the old kit if the return is not completed.

Keep the support messages, photos, tracking number and any confirmation email. The current warranty says that an approved claim may require the defective device to be returned, and failing to return it can result in a charge for the replacement.

Pack the equipment as instructed. Do not send unrelated accessories, mounts or third-party hardware unless Support specifically asks for them.

Set up and verify the replacement

When the replacement arrives:

Photograph the box and the replacement hardware before installation.
Check the model and visible condition.
Connect it using the current instructions for that kit.
Open the Starlink app and confirm that the affected service is recognised.
Check for an online status, normal alerts and a clear sky view.
Test with more than one device.
Keep the replacement order and tracking information.
Check Billing for any unexpected charge or replacement transaction.

If the new hardware is still offline, avoid changing several things at once. Record the new error, the time it occurred and which part was replaced, then reply to the existing support case.

When a replacement may not be the answer

A replacement kit may not solve the problem when:

Only one phone, computer or smart device is affected.
A third-party router, switch, VPN or Ethernet cable is the fault.
The dish has an obstruction or a poor installation location.
The issue is a wider service outage.
The hardware has been modified, disassembled or damaged by an accident.
A power supply, surge event, water ingress or weather event is involved.

For cable symptoms, use Starlink Cable Damage: What You Can Check Without Risk. For a support case that is difficult to explain, use How to Contact Starlink Support and Write a Useful Help Request. For a normal cancellation or return, see Cancelling Starlink, Returns and Plan Changes: What to Check First.

Quick checklist

Before requesting a Starlink hardware replacement:

Confirm the issue affects the Starlink hardware, not only one client device.
Stop unsafe testing and do not modify the kit.
Capture the exact error and visible condition.
Find the current warranty terms for your model and region.
Gather purchase, account and shipping details.
Submit the request through the official support route.
Keep the defective equipment until return instructions are clear.
Verify the replacement and review Billing after installation.

Starlink can change hardware, support workflows and country-specific terms. Use the controls and instructions visible in your own account as the final authority.

Official references

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