Shipping and returns

Our Delivery Information

  • When will my order arrive?
  • Will you inform me of my order progress?
  • If there is a delivery problem, what happens?
  • What delivery service do you use?
  • Do you ship abroad?
  • How much does shipping cost?

Our Returns Policy

  • Where do I return goods to?
  • How do I return goods to you?
  • I no longer need the products I have ordered. What should I do?
  • You have sent the wrong items!
  • My order has arrived damaged!
  • The item does not work. What should I do?

 

When will my order arrive?

  • Typical delivery times are:
    UK: 3-7 working days.
    Europe: 3-7 working days.
    Rest of the world: 10-25 days, depending on your location. Please contact us for further details.
  • Most items are despatched within 1-2 days.
  • In the rare case of a despatch problem we will let you know immediately.

Will you inform me of my order progress?

  • You will receive an email as soon as we receive your order.
  • You will also be informed in the unlikely event that we cannot despatch your goods immediately or if we think there may be some other delay with your order.
  • Please ensure that the email address you provide is correct.
  • If you do not receive any emails from us please check your junk email folder.
  • Please contact us immediately if you are concerned in any way about your order.

If there is a delivery problem, what happens?

  • If your goods do not arrive in the time specified above, please contact us.
  • We will refund you in full, or resend the order, if you do not receive the goods within one month. Please contact us immediately if this is the case.

What delivery service do you use?

  • We send small items using the French Post Office recorded delivery service, Collisimo. For UK deliveries this means that you will receive your order from the Royal Mail Postal Service.
  • Larger items will arrive by UPS, TNT or another reputable courier.
  • You will need to sign for the order. If you are unavailable to sign you will be left a card in your post box explaining how to rearrange delivery. In this case delivery may take an extra day or two.

Do you ship abroad?

  • Most of our packages go to the UK or to Europe but we also regularly deliver as far away as Australia. We are happy to ship anywhere in the World.
  • Outside Europe you may be asked to pay import duty. This is usually equivalent to your local purchase tax rate. Please check before ordering.
  • Please ensure that you have provided the correct delivery address.
  • Your credit card provider may insist that the delivery address matches your billing address.

How much does shipping cost?

  • Delivery to the UK starts at £5 and is based on the total real weight.
  • We do not use ‘volumetric weights’. You only pay for real weight.

Where do I return goods to?

  • If you wish to return solar panels please contact us first.
  • For all other returns please use the following address:

SunWorks
1 Place de l’eglise
Louzignac 17160
France

  • If we have provided one, please remember to put your returns number on the parcel.

How do I return goods to you?

  • Please contact us first. We will advise you on packaging and also how to send the goods.
  • We may also provide you with a returns number.

I no longer need the goods I have ordered. What should I do?

  • Please contact us immediately. You can return anything that you no longer need, unconditionally, but please send it back in the original packaging. It must of course be in perfect condition.
  • We will refund you the value of the items in full once the goods have been received and we have checked that they are in a re-sellable condition.

You have sent the wrong items!

  • Please contact us immediately. We apologise for any inconvenience this might cause. It’s rare for us to make such a mistake but we will put it right as soon as possible.
  • We will refund your return postage cost. If you are in the UK or in France please use your local post office. If you are abroad please use your local equivalent.
  • We will not pay for express couriers such as TNT, DHL, UPS etc..
  • If the parcel is too heavy for you, please let us know and we will arrange a collection.
  • You must ensure that you return the item in the original packaging and in a re-sellable condition.
  • We will despatch the correct order once we have receive your package.

My order has arrived damaged!

  • Please check your package carefully when it arrives and tell the delivery person that you refuse to accept the package as it is damaged. They are obliged to return it to us.
  • Contact us immediately.
  • We apologise for any inconvenience this might cause. It’s rare for this to happen but we will do all we can to put it right.
  • If you have to send it back yourself, we will refund your return postage cost. If you are in the UK or in France please use your local post office. If you are abroad please use you local equivalent.
  • We will not pay for express couriers such as TNT, DHL, UPS etc..
  • If the parcel is too heavy for you, please let us know and we will arrange a collection.
  • We will of course send you a replacement or a refund as soon as we have received the damaged package.

The item does not work! What should I do?

  • Please contact us immediately. We can often help you on the phone or by email.
  • Please do not return the item until you have been in contact.
  • Should you return the item, it has to go through our test department before we can progress your order. This usually takes less than two days.
  • If the item is found to be faulty we will refund your postage and send you a replacement or refund the item cost immediately.
  • If the item is not faulty we will ask you for a contribution toward the return postage.
  • We will not charge for testing or for any other administrative costs.