Shipping & Delivery Policy

Last Updated: August 2026

At Sunalix, we are committed to providing a reliable, transparent, and efficient delivery service to customers throughout South Africa. This Shipping & Delivery Policy explains how we process, dispatch, and deliver orders placed through sunalix.com.

Please review this policy before placing your order. Delivery times and shipping charges shown at checkout are the most accurate information applicable to your order.

1. Shipping Coverage

Nationwide Delivery

Sunalix currently delivers to residential and commercial addresses throughout South Africa, subject to courier service availability for the delivery address.

We do not currently offer international shipping.

Dispatch Location

Orders are dispatched from our South African fulfillment location.

Fulfillment address:
30 Gemini St
Brackenfell South
Cape Town, 7560
South Africa

If an order is dispatched from a different location, the applicable dispatch information will be communicated to the customer where relevant.

2. Shipping Costs

Shipping charges are calculated at checkout based on factors such as the delivery destination and the weight and/or dimensions of the products in the order.

The applicable shipping charge will be displayed to you before you complete your purchase.

From time to time, Sunalix may offer promotional free-shipping offers. Any applicable free-shipping promotion will be clearly communicated on the website and will be subject to the terms of the relevant promotion.

Unless expressly stated otherwise, promotional free shipping does not apply retroactively to orders already placed.

3. Order Processing & Handling Time

Standard Processing Time

Orders are normally processed within 1–2 business days, Monday through Friday.

Processing time refers to the time required to verify, prepare, pack, and hand your order to the delivery carrier.

Order Cut-Off Time

Our standard order processing cut-off time is 12:00 PM (SAST), Monday through Friday.

Orders placed after 12:00 PM will generally begin processing on the next business day.

For example, an order placed after 12:00 PM on Friday will generally begin processing on the following Monday, excluding South African public holidays.

Weekends & Public Holidays

Orders placed on Saturdays, Sundays, or South African public holidays will generally be processed on the next business day.

Business days do not include Saturdays, Sundays, or South African public holidays unless otherwise stated.

4. Estimated Delivery Times

After an order has been processed and handed to the courier, standard transit time is generally 3–6 business days.

Our estimated total delivery timeframe is therefore:

1–2 business days processing + 3–6 business days transit = approximately 4–8 business days total.

These are estimates rather than guaranteed delivery dates. Actual delivery times may vary depending on the destination, courier network, weather conditions, public holidays, remote-area delivery requirements, and other circumstances outside Sunalix's reasonable control.

The estimated delivery timeframe displayed at checkout should be used as the most relevant estimate for your specific order.

5. Tracking Information

Once your order has been dispatched, we will send a dispatch confirmation containing the available tracking information to the email address or mobile number provided when the order was placed.

Tracking information may take approximately 24–48 hours to become active after the parcel has been handed to the courier.

Once active, you can use the tracking information provided to monitor the progress of your delivery.

If you have not received tracking information within a reasonable period after your expected dispatch date, please contact us at info@sunalix.com.

6. Delivery Address

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Please ensure that your:

• Full name or business name
• Street address
• Suburb
• City/town
• Province
• Postal code
• Contact telephone number

are accurate and complete.

If you notice an error in your delivery address, contact us as soon as possible at info@sunalix.com.

We will make reasonable efforts to update an address before the order is dispatched, but an address change cannot be guaranteed once an order has entered processing or has been handed to the courier.

7. Failed or Undeliverable Deliveries

A delivery may be considered undeliverable if, for example:

• The address supplied is incomplete or incorrect.
• The recipient is unavailable after the courier's delivery attempts.
• The delivery is refused.
• The courier cannot safely access the delivery address.
• The courier cannot complete delivery because of circumstances associated with the recipient or delivery address.

If a parcel is returned to Sunalix because it could not be delivered for a reason attributable to the customer, additional shipping charges may apply if the customer requests that the parcel be shipped again.

Any refund relating to an undeliverable order will be handled in accordance with our Returns & Refund Policy.

8. Delayed Deliveries

Although we aim to meet our estimated delivery times, delays can occasionally occur because of circumstances outside our reasonable control.

These may include:

• Severe weather
• Flooding or road closures
• Courier network disruptions
• Peak-season courier congestion
• Public holidays
• Remote or difficult-to-access delivery locations
• Unexpected operational disruptions
• Incorrect or incomplete delivery information
• Other events outside our reasonable control

If we become aware of a significant delay affecting your order, we will make reasonable efforts to assist and provide available information about the status of your delivery.

9. Lost, Damaged, or Incorrect Orders

If your order appears to be lost, arrives damaged, or you receive an incorrect product, please contact Sunalix as soon as reasonably possible at info@sunalix.com.

Where appropriate, please provide:

• Your order number
• Your name
• A description of the issue
• Photographs of damaged packaging or products, where applicable

We will investigate the matter with the relevant delivery provider and/or fulfillment team and work with you toward an appropriate resolution in accordance with our Returns & Refund Policy and applicable consumer protection requirements.

Customers should not dispose of damaged products or packaging before we have had an opportunity to assess the issue, unless doing so is reasonably necessary for safety.

10. Order Cancellations

If you wish to cancel an order, contact us as soon as possible at:

Email: info@sunalix.com
Phone: +27 72 962 9982

We will make reasonable efforts to accommodate cancellation requests received before dispatch.

Once an order has been dispatched, cancellation may no longer be possible. In such cases, the customer may need to follow the applicable procedure under our Returns & Refund Policy.

11. Express & Same-Day Delivery

Sunalix does not currently offer a standard express or same-day delivery service.

If an express or other special delivery option is available for a particular product or promotional campaign, the applicable delivery option, cost, and estimated timeframe will be clearly displayed before purchase.

12. Shipping Information at Checkout

The shipping cost and available delivery information presented during checkout are specific to the order and delivery address entered by the customer.

Customers should review the shipping charge, delivery address, and other order details carefully before completing their purchase.

Sunalix aims to keep the shipping information displayed on our website consistent with the shipping information used for our online product listings.

13. Contact Us

If you have questions about shipping, delivery, tracking, or the status of an order, please contact us:

Sunalix
Email: info@sunalix.com
Phone: +27 72 962 9982
Physical Address: 30 Gemini St, Brackenfell South, Cape Town, 7560, South Africa
Support Hours: Monday–Friday, 08:00–17:00 SAST

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:

• Unused and unopened.
• In its original manufacturer packaging.
• In saleable condition.
• Complete with all original accessories, cables, manuals, documentation, and included components.
• 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:

• Custom-built solar systems or configurations prepared specifically for a customer's requirements.
• Products specially ordered or configured specifically for a customer.
• Gift cards.
• 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:

• Damaged during delivery;
• Defective or faulty;
• Incorrectly supplied; or
• 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:

• Your order number;
• Your name;
• The product you wish to return;
• The reason for the return; and
• 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:

• The product corresponds with the original order;
• The product is complete;
• The product's condition;
• Whether accessories and components have been included; and
• 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
Phone: +27 72 962 9982

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:

1. Check your bank account or payment account.
2. Contact your bank or card/payment provider to confirm whether the refund is pending.
3. 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
Phone: +27 72 962 9982
Physical Address: 30 Gemini St, Brackenfell South, Cape Town, 7560, South Africa
Support Hours: Monday–Friday, 08:00–17:00 SAST