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 nine wholesale suppliers currently in onboarding and verification.

Yes. Installers, resellers and corporate buyers can join the Trade Waitlist for future 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 Oak Bank, 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 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.

Trade pricing will be available once Trade Accounts open in Year 2. During Year 1, contact us via the Trade Waitlist or support channels for product queries.

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 customer orders (opening in Year 2) will also have no fixed minimum, though bulk/project orders will be quoted individually.

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, delivery timing can be discussed with the support team or your account manager once your Trade Waitlist application is approved.

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.

VAT validation is coming in Year 2 once our HMRC VAT registration is confirmed. For now, VAT treatment is applied automatically at checkout based on your delivery country.

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 (opening in Year 2) will 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 — contact us via the Trade Waitlist or support channels.

Yes — once Trade Accounts open in Year 2 and your account is approved, you will be assigned a single point of contact.

No. Trade pricing will be visible to approved Trade Account holders (opening in Year 2), consistent with standard wholesale-distribution practice.

Invoiced trade terms are planned for Year 2 once Trade Waitlist applications are processed. New accounts will start on prepayment terms until credit review is complete.

Sole traders with a verifiable business registration (e.g. VAT registration or equivalent) will be able to join the Trade Waitlist — the registry check will adapt to your business structure. Trade Accounts open in Year 2.

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 will be available for Trade Account holders (opening in Year 2) 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 relevant product page for documentation links, or visit the manufacturer's own support portal directly.

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. VAT validation is coming in Year 2; for now, 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.