# Damage and warranty

> Telling cosmetic marks from real damage, filing a warranty claim, and which parts you can buy.

Source: https://joinnasnet.com/en/guides/starlink/damage/
Last updated: 2026-08-18

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## Overview

Most "my Starlink arrived damaged" reports are cosmetic and do not affect
service. Work out which you have before opening a ticket.

## Cosmetic marks are normal

The packaging sheds during shipping, which leaves dust. Starlink also plugs the
cable into the dish or router at the factory, so a connected cable in the box
is not a sign of a returned unit.

**All kits ship new**, unless a support ticket explicitly told you that you are
receiving a refurbished dish. Kits are tested before shipping to confirm that
cosmetic imperfections do not affect function, and minor scuffing or dust in
transit is expected.

Clean it with a microfiber cloth and glass cleaner. See
[Where to install](/en/guides/starlink/install-guidance/).

**A quiet buzzing** from the dish or the power supply while powered on is
normal. It is the internal electronics.

## Do not remove the white film

The white film or sticker on the radome is **hydrophobic and functional**, not
packaging. It repels water and matters most in rain.

Removing it can impair performance, and the damage is **not covered by the
Starlink Limited Warranty**.

## Real damage

If the hardware arrived damaged, or damage is stopping it from connecting:

1. **Photograph the visible damage.** This is what moves the claim along
   fastest.
2. Use **Contact Support** to open a ticket. Name which Starlink on your
   account is affected, list the damaged item, and confirm your shipping
   address so a replacement can reach you.
3. Support will walk you through the rest.

Coverage depends on kit model, service location and who sold you the equipment.
Check the [Starlink Limited Warranty](https://www.starlink.com/legal/warranty).

## When it is not covered

Replacement parts are sold in the [Starlink shop](https://www.starlink.com/shop),
including cables, mounts, ethernet adapters and routers.

Two limits worth knowing:

- **Individual replacement parts for the Standard 4 and Standard 4 X are not
  currently sold separately.** Not the dish, not the cables, not the router.
  Contact support.
- On the Standard 4 and Standard 4 X, the Mesh WiFi Router can act as the
  primary router.

## Related

- [Cables](/en/guides/starlink/cables/)
- [Status lights](/en/guides/starlink/lights/)
- [Weather](/en/guides/starlink/weather/)