Shipping & returns

Delivery costs

We use a single, simple shipping method: door-to-door courier anywhere in South Africa. Orders over R500 ship free. Orders under R500 carry a flat courier fee, shown at checkout before you pay — there are no surprise handling or fuel surcharges.

Delivery times

• Main centres (Cape Town, Johannesburg, Pretoria, Durban, Port Elizabeth, Bloemfontein): 2–3 working days
• Regional and outlying areas: 3–5 working days
• Farm and remote addresses may add 1–2 working days

Working days exclude weekends and South African public holidays. During Comrades, Two Oceans and Cape Town Cycle Tour weeks, courier networks are busier than usual — order early if you need fuel for a specific race.

Tracking

As soon as your parcel is collected you'll receive an email with a waybill number, and a WhatsApp notification if you opted in at checkout. You can also follow the order status and tracking timeline under Orders in My account.

Collection

Collection from Prime Park, Printers Way, Montague Gardens is available by arrangement, Mon–Fri 09:00–16:00 SAST. Contact us with your order number before you drive through so we can have the parcel picked and waiting.

Returns — 30 days

If a product isn't right for you, you may return it within 30 days of delivery for a refund or exchange, provided it is unopened, undamaged and in its original packaging. Consumables that have been opened or partially used cannot be resold and are not returnable for change-of-mind reasons.

How to return something

1. Email orders@guenergy.co.za with your order number and what you'd like to return.
2. We'll reply with a return reference and the return address, usually the same working day.
3. Send the parcel back, or ask us to arrange a courier collection at your cost.
4. Once received and inspected, refunds are processed to your original payment method within 5–7 working days.

Return shipping is at your cost for change-of-mind returns. It's on us for anything faulty, damaged or incorrectly picked.

Damaged, missing or incorrect items

Tell us within 48 hours of delivery and include a photo of the parcel and the affected products. We will replace the items or refund you in full — there is no need to return a burst gel. Courier claims are our problem, not yours.

Best-before dates

We rotate stock so you always receive product with a sensible remaining shelf life. Clearance items with a short best-before date are clearly marked as such and are sold at a discount; those sales are final.

Cancellations and address changes

Contact us as quickly as possible. If the order hasn't been collected by the courier we can change the address or cancel and refund in full. Once it is on the road, we'll help you redirect it but the courier's rules apply.