Order Processing & Delivery Schedule

Once you place an order on our website, our team will begin processing it. To help you plan your purchase, please note the following schedule:

Cut Off - 2 PM South African Standard Time

Order Handling Time - 0–2 Days (Mondays - Fridays)

Transit Time - 3–5 Days (Mondays - Fridays)

Keeping You Informed

You’ll receive email updates at every stage of the process, so you’re always in the loop about your order's status.

Post-Dispatch Communication

Once your order has shipped, we’ll send you a tracking number and a link to track your order in real-time. Our customer service team is available if you need any assistance.

Order Confirmation

After we receive your order and payment, you will receive an Order Confirmation Email with the details of your purchase. Once the order ships, you will receive a Tracking Number and a link to track your package.

Shipping Locations

We only ship within South Africa. Please provide a physical address as we do not accept PO Box addresses for delivery.

Lost Packages

If your package is marked as delivered but you haven't received it, please follow these steps:

• Verify the shipping address to ensure it's correct.
• Check all possible delivery locations at your residence.
• Ask your neighbors or family members if they accepted the package on your behalf.
• Contact the respective courier with the tracking number to follow up.

If your package is officially declared lost, contact us immediately with your order number. We will either reship your order or issue a refund, depending on your preference.

The item has never been received

Customers can contact us by email if they have never received the item. We will contact our shipping department and delivery agent to find out the status of the product.

Undelivered packages:

Undelivered packages incur a fee for shipping and handling. Please note the storage period of seven days. Fees are charged thereafter. Unpaid charges are forwarded to a debt collection service.

Delivery delays:

In the event of delivery delays, we will contact you as soon as possible. We aim to deliver your order as quickly as possible. Extensive delays entitle you to cancel your purchase.

Changes to delivery address:

If you need to change the shipping address after the order has been shipped, please contact us directly as soon as possible. Please note that address changes may not always be possible, depending on the stage of delivery.

Incorrect address

If your order is returned to us due to an incorrect address provided at checkout, you will be responsible for any additional shipping costs.

Please Note

Our delivery schedule excludes weekends and public holidays. If there are any unforeseen delays, we will notify you and work to minimize any inconvenience.

Delivery Fee

• Free Delivery for Orders above R5000

Carriers

We work with the following trusted carriers to ensure fast and reliable delivery:

• The Courier Guy
• RAM
• Fast Way Couriers South Africa
• Courier It

Contact Us

• Store Name: Solar Energy Assist
• Trade Name: Solar Energy Assist PTY Ltd
• Registration Number: 2018/281231/07
• VAT  : 4210306132
• Business Address:
  Springfield Office Park, 109 Jip De Jager Dr, Bellville, 7530
  
• Email: sales@solarenergyassist.store
• Phone: +27 (21) 516-0031
• Operating Days/Hours: Monday - Friday, 8:00 AM - 4:30 PM (SAST)

Return Notification and Process

To begin the return process for an item purchased from Solar Energy Assist, please contact us at sales@solarenergyassist.store within 30 days of your purchase date. If your return involves a damaged or defective item, we may ask you to provide photographs to help us assess the issue.

Responsibility for Return Costs

Change of Mind: If you decide to return a product simply because you’ve changed your mind, you will be responsible for all return shipping costs.

Faulty or Damaged Items: If the product you received is faulty or damaged, Solar Energy Assist will cover the return shipping costs.

Return Handling

Please do not return items directly to the manufacturer. All returns must first be authorized by Solar Energy Assist . Replacements, refunds, or credits will only be processed once we have inspected the returned item at our warehouse.

Handling/Restocking Fee

For items returned due to a change of mind, a 15% handling/restocking fee will be deducted from your refund.

Damaged or Defective Goods

If you receive an item that is damaged or defective, we will replace it if stock is available. If a replacement is not possible, a full refund will be issued for the affected product.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Lost parcels

If your package is marked as delivered but you haven't received it, please follow these steps:

• Verify the shipping address to ensure it's correct.
• Check all possible delivery locations at your residence.
• Ask your neighbors or family members if they accepted the package on your behalf.
• Contact the respective courier with the tracking number to follow up.

If your package is officially declared lost, contact us immediately with your order number. We will either reship your order or issue a refund, depending on your preference.

Return address

• Springfield Office Park, 109 Jip De Jager Dr, Bellville, 7530
  

Conditions for Returns

All returned items must be unused and in their original packaging. We cannot process refunds for products that show signs of use, wear, or any modification.

Shipping Considerations

Please note that delivery times for exchanged products may vary depending on your location. For items valued over R450, we recommend using a trackable shipping service or purchasing shipping insurance. While we do our best, Solar Energy Assist cannot guarantee that we will receive your returned item.

Refund Processing

Refunds, where applicable, will be processed within 72 hours after receiving the returned item.

Order Modifications/Cancellations

We understand that circumstances may change, which is why we offer a 24-hour window for order modifications or cancellations. Simply reach out to us at sales@solarenergyassist.store, and if your order has not entered the fulfillment process, we will accommodate your request without any hassle.

Dedicated Customer Support

Our dedicated customer service team is here to assist you every step of the way. Whether you have questions about returns, need assistance with an exchange, or want to inquire about your order, you can reach us here:

• Store Name: Solar Energy Assist
• Trade Name: Solar Energy Assist PTY Ltd
• Registration Number: 2018/281231/07
• VAT  : 4210306132
• Business Address:
  Springfield Office Park, 109 Jip De Jager Dr, Bellville, 7530
  
• Email: sales@solarenergyassist.store
• Phone: +27 (21) 516-0031
• Operating Days/Hours: Monday - Friday, 8:00 AM - 4:30 PM (SAST)