Frequently Asked Questions

No. We are a distributor. All products are sourced from established European manufacturers and their authorised wholesale distributors.

The United Kingdom, Germany, Italy, Spain, the Czech Republic and Austria, through twelve verified wholesale suppliers.

Yes. Installers, resellers and corporate buyers can apply for a Trade Account for wholesale pricing; homeowners and other private customers can buy directly through the online store at retail pricing.

Not at this stage. We supply equipment only; installation is carried out by your own installer or by an independent installer we may refer you to.

Yes, Helionis Limited is a Private Company Limited by Shares, registered office at 77 Oakbank, New Addington, Croydon, CR0 9EF, United Kingdom.

See our Supplier & Brand Directory on the About page, or contact us directly with the brand name.

The launch catalogue includes around 30 demonstration products across 17 categories. The architecture is built to scale to a much larger assortment as supplier price lists are onboarded.

Yes. We source only from verified wholesale distributors of Tier-1 branded equipment, not grey-market or unverified channels.

Not yet as a core line — this is a known gap in our current supplier network and would require a dedicated specialist supplier relationship.

Not yet as a dedicated core line. Some monitoring and energy-management functionality is available through inverter manufacturers' own platforms (e.g. Huawei FusionSolar).

Often, yes — contact us with the brand/model and we will check availability across our supplier network.

Basic compatibility guidance is available via your account manager; full system design remains the responsibility of your installer.

Manufacturer datasheets are provided on each product page where available from the supplier or manufacturer.

It's our internal catalogue reference (format `HEL-{CATEGORY}-{CODE}`), used to identify the exact product when ordering, quoting or raising a support query — quote it in any enquiry to avoid ambiguity between similar models.

Add items to your cart from the product catalogue and complete checkout online with card or bank transfer.

Order directly online at trade pricing once your account is approved, or contact your account manager for larger or multi-supplier orders.

Contact Customer Support as soon as possible with your order number — amendments are only possible before the order is dispatched to you.

Yes, before dispatch. Contact Customer Support with your order number. Once dispatched, our standard Returns Policy applies instead.

Yes, an order confirmation is sent to the email address used at checkout, followed by a dispatch notification once your order ships.

No blanket minimum applies to retail orders. Trade account orders have no fixed minimum either, though bulk/project orders are quoted individually — see Bulk Orders.

UK mainland as standard, with EU delivery available depending on the sourcing supplier. See our Shipping Policy.

Typically 3–5 working days for UK-sourced stock and 5–10 working days for EU-sourced stock, subject to supplier confirmation.

Yes, panel and mounting orders are typically shipped palletised via freight carrier.

Yes, though remote-area surcharges may apply and delivery windows are typically longer — this is shown at checkout once your postcode is entered.

The carrier will normally leave a card with instructions for redelivery or collection; palletised freight deliveries usually require someone present to accept and inspect the delivery.

Not for standard retail orders. For bulk/project orders coordinated through the Trade Portal, delivery timing can be discussed with your account manager.

For palletised freight, tail-lift delivery is available so you don't need loading-dock access — confirm this requirement when the order is placed, as it affects carrier selection.

Yes, all shipping costs shown are for the product as packaged for transport by the manufacturer or supplier.

Tracking details are provided once your order is dispatched, via the Orders section of your account.

Delivery charges depend on order size, weight and destination; these are shown at checkout before payment.

Orders sourced from more than one supplier or warehouse may arrive as separate deliveries with separate tracking, even if placed as a single order. We'll tell you if your order is being split.

Contact Customer Support with your order number and we will follow up with the relevant carrier or supplier directly.

Yes, wherever practical — especially for palletised or high-value items. Note any visible damage on the delivery paperwork before signing.

Report it as soon as possible, ideally noted on the delivery paperwork at the time, or within 48 hours otherwise — see our Returns Policy.

Standard card and bank-transfer payments. We do not accept cash or unverifiable payment methods.

Qualifying residential installations currently benefit from 0% VAT under UK policy; eligibility depends on the specific installation and should be confirmed at checkout.

Yes, via the VAT Validation tool in the Trade Portal, to apply the correct invoice treatment.

Yes, a VAT invoice is issued automatically with every order.

Not at this stage — this is not currently a supported payment option.

Card payments are processed through a PCI-compliant payment processor; Helionis Limited does not store your full card details.

Yes, bank transfer is available at checkout alongside card payment; orders paid by bank transfer are held until the payment clears.

Unused, originally-packaged stock can be returned within the window set out in our Returns Policy.

Report transport damage as soon as possible, ideally before signing for delivery; see our Returns Policy for the process.

For change-of-mind returns, outbound and return delivery costs are typically deducted from the refund; for faulty items or our error, return shipping is covered — see the Returns Policy for full detail.

Trade account returns follow the terms agreed at account setup, which may differ from standard retail returns for bulk or project-specific orders — contact your account manager.

Refunds are processed to the original payment method once the returned item is received and inspected; processing times depend on your payment provider after that point.

Product warranties are provided by the manufacturer. We route warranty claims to the relevant manufacturer or supplier process on your behalf.

This varies by manufacturer and model — see the individual product's datasheet or the Warranty tab on its product page.

No — manufacturer warranties typically cover product defects, not faults arising from incorrect installation. See our Warranty Policy.

Your order number, the product's serial number (where applicable), and a description of the issue.

Yes — warranty length and terms are set independently by each manufacturer per product category; check the specific product's datasheet rather than assuming a standard term across categories.

Installation companies, construction companies, dealers/resellers and corporate clients with a verifiable company registration.

Most applications are reviewed within one business day, once your company registration and VAT details are verified.

No blanket minimum order is set; larger project or bulk orders are coordinated individually via the Bulk Orders tab of the Trade Portal.

Yes, once your account is approved and active, you are assigned a single point of contact.

No. Trade pricing is visible only to approved trade accounts, consistent with standard wholesale-distribution practice.

Invoiced trade terms may be extended to established accounts after a review; new accounts typically start on prepayment terms.

Sole traders with a verifiable business registration (e.g. VAT registration or equivalent) can apply — the registry check adapts to your business structure.

We'll explain why (usually a registration mismatch) and what's needed to reapply — a decline isn't necessarily permanent.

Yes, product documentation is provided in a form suited to MCS certification requirements for UK residential installations — confirm specific certificate needs with your account manager.

Contact Technical Support with the product SKU and your query; response times depend on complexity, but installation-blocking issues are prioritised.

Basic compatibility guidance is available via your account manager; full system design remains your responsibility as the installer.

Not as an automated feature at this stage; repeat orders can be placed manually or coordinated with your account manager for consistency.

This can be arranged for trade accounts on a case-by-case basis — discuss with your account manager before placing the order, as it affects paperwork and labelling.

Check the Compatibility tab on the product's detail page, which states only manufacturer-documented compatibility — if it isn't listed, ask your account manager rather than assuming.

Type 2 connectors (the standard for our EV charger range) are compatible with the large majority of EVs sold in the UK/EU; always check your specific vehicle's charging standard.

This is a system-design and inverter-compatibility question that depends on your specific inverter's MPPT configuration — check with your installer or the inverter manufacturer's guidance rather than assuming.

No — mounting systems are roof-type-specific (pitched tile, pitched slate, flat/ground-mount, etc.). Check the product's stated roof/mount type before ordering.

Compatibility across firmware versions is set by the manufacturer, not by Helionis — check the manufacturer's own compatibility matrix for cross-generation compatibility questions.

Via the Support Centre or by email with your order number and product SKU — see our Contact page.

Contact details and hours are listed on the Support Centre; response method depends on the nature and urgency of the query.

We can help route the issue to the correct manufacturer support channel and provide documentation, but on-site diagnosis is outside our scope as a distributor — that's your installer's role.

Check the Downloads section of the relevant product page, or the manufacturer's own support portal — we link to both where available.

Yes — retail and trade customers in our other five sourcing markets (Germany, Italy, Spain, Czech Republic, Austria) can order, subject to product-specific delivery availability.

This depends on your VAT registration status and delivery country — see VAT Validation in the Trade Portal, or check the price breakdown at checkout for retail orders.

Potentially, depending on the product and delivery country, given current UK/EU customs arrangements — any applicable charges are shown at checkout where known in advance.

Not as standard — contact us directly if you have a specific requirement outside these six markets, as it depends on the individual supplier's shipping capability.

Support is provided in English by default; let us know if you need support in another language and we will do our best to accommodate this. Developer note on maintaining this file: As real operational answers replace process-only language (e.g. exact SLAs, quote validity periods, credit terms), update the corresponding FAQ answer in the same edit — a stale FAQ that contradicts a newer policy page is worse than no FAQ answer at all.