FAQs

Please refer to the following documents for detailed SunStore policies:

Terms & Conditions
Privacy Policy
Returns Policy
Shipping Policy

1. Orders

1.1. How do I place an order?

You can only place an order by registering on our website and selecting items that you would like to purchase. We will collect your order information in line of our Privacy Policy and we assure utmost care in dealing with your information. After placing an order, you will receive the order confirmation from SunStore.

1.2. Can I cancel an order?

You can cancel an order at any time if you have not yet paid for the goods. If you have already paid for the goods, you can still cancel an order prior to delivery or creation of a delivery note. This cancellation is, however, subject to a 5% handling fee on the total invoice, to cover for the reversal of all processing up to that point. Once the Goods are delivered, you may return the goods only in accordance with the Returns Policy which you can access here.

1.3. Why did you cancel my order?

Under circumstances where a supplier is unable to provide stock – even after putting it on preorder – SunStore will have no option but to cancel an order. In that case, you will be given a full refund.

1.4. Can I change my order?

You can always change your order if you have not paid for it. This may mean that you cancel an existing order (if not paid for) and thereafter create a new one. If you'd like to buy additional items, you can place a new order. If you would like to change an order that is already paid for and that is not yet delivered, you will need to do a cancellation and follow a normal order cancellation process, i.e. it will attract a 5% handling fee on the total invoice to cover for the reversal of all processing to that point. After delivery of the Goods, you may return the Goods only in accordance with the Returns Policy which you can access here.

2. Shipping

2.1 Can I collect my order?

SunStore is an online business and does not have facilities such as parking to accommodate collections. All deliveries will be done via a reputable courier company.

2.2. Why is my delivery split?

It will often be necessary to deliver goods in more than one consignment as goods will originate from different suppliers. You will be provided with a single delivery fee for all shipments, even though they may be delivered at different times.

3. Products & Services

3.1. What is a pre-order?

Under certain circumstances, some items are not readily available from the supplier. In that case, you can buy the item, pay for it and wait for the time the item is back on order. This ensures that you are first in line to receive the item when it becomes available. SunStore will deliver the item once it is in stock provided the price, model and functionality remains the same. If the new product varies widely from what was ordered, the order may be cancelled, and you will be given your full refund.

3.2. How long does it take for SunStore to fulfil a pre-order?

This will depend on the item and the supplier. However, after 30 days on pre-order, you are entitled to a full refund if you cancel the order.

3.3. I would like to buy a solar kit; can I make minor changes to it?

Solar kits are sold as a bundle and customer cannot modify them. Most of the products that are a component of a solar kit can be sold separately and in preferred quantities.

4. Installations

4.1. Can SunStore do solar installations?

No, SunStore does not do installations, however, some of the kits come with installation included. This is targeted to residential customers who might not have the time or the skill to find an installer. Only accredited installers can be contacted for the installation and unfortunately only customers within a 50 km radius of Johannesburg and Pretoria can opt for kits that come with installation.

4.2. What happens if I am not happy with the installation?

You will be required to sign a separate installation agreement with the installer, independent of SunStore. In other words, the installer will take ownership of the whole installation process, including queries. The installation should be treated like any other work that you commission by you for your own home.

4.3. Will the installation fee cover all the installation costs?

Generally, no two installations are the same – but the installation should include:

    • Mounting kit • Trunking • Cabling (DC and AC) – Distance of up 50m between the solar panels and the DB Box • Combiner Box • Automatic Changeover Switch • Labour (up to 3 days, depending on the size of kit selected) • Consumables, including MC4 connectors • Certificate of Completion (COC)
The qualified installation technician can assess if your installation requires any top up from your side. This will be affected by, amongst others, the accessibility of your roof, the current wiring, etc.
4.4. Can the installers install nationwide?

Installation packages are only available within a 50km radius of Johannesburg and Pretoria at this stage. There are plans to gradually expand the coverage.

4.5. What happens if I am not happy with the installation?

You will be required to sign a separate installation agreement with the installer, independent of SunStore. In other words, the installer will take ownership of the whole installation process, including queries and fixes. The installation should be treated like any other work that you commission by you for your own home.

4.6. Can I request that the installation be cancelled and get a refund?

You can only cancel the kit order (that includes installation) – in other words, the kit and the installation are a unit and cannot be separated. As with any ordinary ordering process, you can change the order, as long as you have not paid for it. If you have already paid for it and it is not delivered, you will need to follow a normal order cancellation process. The cancellation will attract a 5% handling fee on the total invoice to cover for the reversal of all processing to that point.

5. Delivery

5.1. What are my delivery options?

You can only use courier – there is no option to collect items from our premises. The cost to deliver items to you is included in the total cost.

5.2. When do can I expect my consignment?

Delivery times vary – but in generally, in the main centres, delivery should take about 5 days. In outlying areas, including farms, mines and plots within the main centres, delivery may take up to 10 days.

You will be provided with a tracking number of your consignment as soon as it is allocated.

5.3. Can you ship outside South Africa?

Yes – but for orders from outside South Africa, please send an email to support@sunstore.co.za, so you can be assisted.

5.3. What happens if I discover that my shipment is missing some items?

Please send an email to sales@sunstore.co.za so the error can be fixed. This may mean a return or a refund and if the error is on the SunStore side- it will be rectified at no cost to you.