Refund policy
Refunds & Returns Policy
Last Updated: August 2026
At Sunalix, we want our customers to have confidence when purchasing from us. This Refunds & Returns Policy explains when products may be returned, how to request a return, who is responsible for return shipping costs, and how refunds are processed.
This policy is intended to operate alongside applicable South African consumer protection laws. Nothing in this policy is intended to limit, exclude, or waive any rights that cannot lawfully be excluded under applicable law.
1. Return Period
For eligible standard returns, customers may request a return within 30 calendar days from the date the order is delivered.
To request a return, contact us at info@sunalix.com before sending the product back.
The return period applies to eligible products and does not replace any statutory rights that may apply to defective, unsafe, incorrectly supplied, or otherwise non-conforming goods.
2. Conditions for Standard Returns
For a standard change-of-mind or other eligible return, the product should be:
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Unused and unopened.
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In its original manufacturer packaging.
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In saleable condition.
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Complete with all original accessories, cables, manuals, documentation, and included components.
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Free from damage or signs of use beyond what is reasonably necessary to inspect the product.
Where a product is returned in a condition that prevents it from being resold, we may assess whether a reduced refund is appropriate, subject to applicable consumer law.
We do not charge a restocking fee for eligible returns that meet the requirements of this policy.
3. Products That May Not Be Eligible for Standard Returns
The following products may be excluded from our standard change-of-mind return policy where permitted by applicable law:
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Custom-built solar systems or configurations prepared specifically for a customer's requirements.
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Products specially ordered or configured specifically for a customer.
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Gift cards.
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Clearance or final-sale products where the applicable sale terms clearly stated that the product was not eligible for a standard change-of-mind return.
These exclusions do not affect any statutory rights that may apply where a product is defective, damaged, incorrectly supplied, unsafe, or otherwise does not meet applicable legal requirements.
4. Defective, Damaged, or Incorrect Products
If you receive a product that is:
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Damaged during delivery;
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Defective or faulty;
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Incorrectly supplied; or
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Significantly different from the product ordered,
please contact us at info@sunalix.com as soon as reasonably possible.
Please provide your order number and, where applicable, photographs or video showing the issue and the condition of the product and packaging.
We will assess the issue and, where appropriate, arrange a repair, replacement, refund, or other remedy in accordance with applicable law and the circumstances of the order.
Where the return is due to a Sunalix error, defective product, or damage attributable to delivery, Sunalix will not require the customer to bear the reasonable return shipping cost.
5. How to Request a Return
Before returning any product, please contact us at:
Email: info@sunalix.com
Please include:
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Your order number;
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Your name;
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The product you wish to return;
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The reason for the return; and
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Photographs or other supporting information where relevant.
We will review your request and, if approved, provide the appropriate return instructions and return address.
Please do not send a return to an address obtained from an old order, third-party website, or other source. Always obtain the current return instructions from Sunalix before sending a product back.
6. Return Shipping Costs
For eligible standard returns that are not the result of a Sunalix error or defective/damaged product, the customer is responsible for the reasonable cost of returning the product to Sunalix.
For products that are defective, damaged on arrival, incorrectly supplied, or otherwise require a return because of an error attributable to Sunalix, we will arrange or reimburse reasonable return shipping costs as appropriate.
Customers should use a reliable, trackable delivery service when returning products.
Until a returned product has been received by Sunalix, customers should retain their tracking information and proof of shipment.
7. Return Inspection
When a returned product arrives at our facility, it may be inspected to verify:
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The product corresponds with the original order;
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The product is complete;
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The product's condition;
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Whether accessories and components have been included; and
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The reason for the return.
We will communicate the outcome of the return assessment to the customer.
8. Refunds
Once a return has been approved, the applicable refund will generally be processed within 10 business days after the returned product has been received and inspected.
Refunds will normally be made using the original payment method used for the purchase.
Refunds are processed in South African Rand (ZAR).
Depending on the customer's bank, card issuer, or payment provider, additional time may be required before the refunded amount appears in the customer's account.
9. Original Shipping Charges
For an eligible standard change-of-mind return, the original shipping charge paid when the order was placed is generally not refundable, unless otherwise required by applicable law or the return is due to a Sunalix error, defective product, damaged product, or incorrect product.
Where applicable law requires a different treatment of shipping charges, the statutory requirement will apply.
10. Partial Refunds
A refund may be adjusted where permitted by applicable law if a returned product has been used, damaged, altered, or returned without components or accessories that were supplied with the original order.
Any such assessment will take into account the circumstances of the return and the customer's rights under applicable consumer protection legislation.
No restocking fee is charged simply because an eligible product is returned.
11. Exchanges
Sunalix may offer a direct exchange for the same product where an item is confirmed to be defective, damaged, or incorrectly supplied.
To request an exchange, contact info@sunalix.com with your order number and supporting photographs or video where applicable.
If the requested replacement is unavailable, we will discuss the available resolution with you, which may include a refund or another appropriate remedy.
12. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible at:
Email: info@sunalix.com
We will make reasonable efforts to accommodate cancellation requests received before an order has been dispatched.
Once an order has been dispatched, cancellation may no longer be possible and the applicable return procedure may need to be followed.
Cancellation and refund rights that apply under South African law remain unaffected.
13. Late or Missing Refunds
If your approved refund has not appeared after the applicable processing and bank-processing period:
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Check your bank account or payment account.
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Contact your bank or card/payment provider to confirm whether the refund is pending.
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If the refund still cannot be located, contact us at info@sunalix.com with your order number.
We will investigate the status of the refund and provide the available information.
14. Important Consumer Rights
Sunalix respects the rights of consumers under applicable South African consumer protection legislation.
Nothing in this policy is intended to remove or reduce a consumer's legal rights relating to defective goods, goods that are not of the required quality, goods that do not correspond with their description, or other circumstances where the law provides a remedy.
Where a conflict exists between this policy and a mandatory legal consumer right, the applicable legal requirement will prevail.
15. Contact Us
For returns, refunds, exchanges, or questions about this policy, please contact:
Sunalix
Email: info@sunalix.com
Physical Address: 30 Gemini St, Brackenfell South, Cape Town, 7560, South Africa
Support Hours: Monday–Friday, 08:00–17:00 SAST