Shipping Policy

*Last updated: July 2026*

1. Order Processing

Orders are processed once payment is confirmed (card, cleared bank transfer, or approved trade account credit terms). Processing includes confirming stock with the fulfilling supplier before dispatch — we do not dispatch against unconfirmed stock.

2. Handling Times

Handling time is separate from delivery/transit time (below) — a UK-sourced in-stock order with 1–2 day handling and 3–5 day transit means a realistic total of roughly 4–7 working days.

3. Warehousing

At launch, Helionis Limited does not operate its own warehouse. Orders are fulfilled either directly from the supplying wholesaler's own warehouse or through a contracted third-party logistics (3PL) partner. This means transit times can vary depending on which supplier is fulfilling a given order — see the country sections below for what this means in practice.

4. Courier Selection

Courier and freight partners are selected per order based on product type (small parcel vs. palletised freight), destination, and the fulfilling supplier's own logistics arrangement. We do not guarantee a specific named carrier for a given order.

5. Freight Shipments (Palletised)

Solar panels, mounting systems in bulk, and multi-item orders are typically shipped palletised via freight carrier rather than parcel courier. Palletised deliveries:

• Require a suitable delivery access point (ground-level access or confirmed liftgate/tail-lift — see Section 12).
• Normally require someone present to accept and inspect the delivery.
• May incur a remote-area or access surcharge, shown at checkout or on your bulk-order quote.

6. Solar Panel Transport

Panels are shipped in manufacturer packaging designed for palletised freight transport. Single-panel orders (rather than a full or partial pallet) may still ship as a smaller parcel depending on panel size and the fulfilling supplier's practice — this is confirmed at order confirmation.

7. Battery Transport

Lithium batteries are classified as dangerous goods for transport purposes (see Section 8) and are shipped under carrier-specific hazardous goods procedures. This can mean:

• A longer handling time than non-hazardous items.
• Restricted courier options (not every carrier accepts lithium battery freight).
• A hazardous-goods handling surcharge, shown at checkout where applicable.
• Exclusion from certain international routes where the carrier does not support hazardous goods on that lane (see Section 16).

8. Dangerous Goods

Lithium-ion batteries and certain other components are regulated as dangerous goods under transport law (ADR for road freight within Europe, and equivalent air/sea regulations for any air- or sea-freighted components). Helionis Limited and our fulfilling suppliers package and document these shipments in accordance with the applicable regulations for the transport mode and route used. We cannot dispatch a dangerous-goods item outside these regulatory requirements, even if it would be faster — do not request expedited handling that would require bypassing hazardous-goods documentation.

9. Tracking

Tracking information is provided once an order is dispatched, visible in the Orders section of your account (or sent by email for guest checkout orders). Palletised freight tracking is typically less granular (e.g. "out for delivery" on the scheduled day) than small-parcel courier tracking.

10. Split Shipments

An order drawing on more than one supplier or warehouse may be split into separate deliveries with separate tracking references, even when placed as a single order. We will tell you at order confirmation if your order is expected to split.

11. Commercial Deliveries

For deliveries to a commercial premises or job site rather than a residential address, note this at checkout or in your order — it can affect carrier selection and access requirements (e.g. loading-dock availability, business-hours-only delivery windows).

12. Liftgate Deliveries

For palletised freight where the delivery address doesn't have loading-dock or forklift access, request tail-lift (liftgate) delivery at the time of order. This gets the pallet to ground level at the delivery address; moving it from the kerb/driveway into a building remains the customer's or installer's responsibility unless otherwise agreed.

13. Remote Locations

Remote UK postcodes (including the Scottish Highlands & Islands, and certain other postcode areas) may carry a delivery surcharge and longer transit time — this is calculated at checkout once your postcode is entered, rather than being a fixed nationwide rate.

14. Inspection on Delivery

Please inspect deliveries — especially palletised freight and high-value items — before signing, wherever practical. Note any visible damage on the delivery paperwork at the time. This materially speeds up any subsequent damage claim (see Section 15).

15. Damaged Freight

If a delivery arrives damaged:

1. Note the damage on the delivery paperwork at the time, if possible.

2. Photograph the damage, including packaging.

3. Contact Customer Support within 48 hours of delivery with your order number, photos, and a description.

Damage reported this way is handled under our Returns Policy rather than as a standard change-of-mind return.

16. Failed Delivery

If a delivery attempt fails (no one present, access refused, incorrect address on file), the carrier will normally attempt redelivery or leave collection instructions. Repeated failed deliveries may result in the order being returned to the supplier, in which case redelivery costs may apply for a second dispatch.

17. International Shipments

Helionis Limited currently ships within the six markets covered by our supplier network: United Kingdom, Germany, Italy, Spain, Czech Republic and Austria. Cross-border shipments between these markets (e.g. an EU-sourced item delivered to a UK address) may be subject to customs formalities and potential import duties depending on current UK/EU trade arrangements at the time of your order — any charges known in advance are shown at checkout; charges arising at the border are the recipient's responsibility unless otherwise stated on your order confirmation.

Country-Specific Delivery Information

United Kingdom

Primary market; UK-sourced stock ships without import customs. Typical transit: 3–5 working days for standard items, palletised freight per Section 5. Remote-area surcharges may apply (Section 13). Qualifying residential solar-plus-battery orders may be VAT-zero-rated — see our Terms & Conditions.

Germany

EU-sourced deliveries from our German suppliers; typical transit 5–10 working days depending on the fulfilling supplier and whether cross-border customs formalities apply to your delivery address.

Italy

As above; Italian suppliers in our network carry the widest category range (including categories not yet available from other markets), so some SKUs may only be fulfilled from Italy — transit times reflect this.

Spain

As above; our Spanish suppliers include one with a Rotterdam (Netherlands) logistics point used for certain UK-bound shipments, which can affect transit time versus a direct Spain-to-UK route.

Czech Republic

As above; our Czech suppliers are built for cross-border export and typically offer competitive transit times to both UK and other EU destinations.

Austria

As above; typical transit 5–10 working days. Austrian-sourced premium brands (e.g. Fronius) may have more limited stock availability than higher-volume categories, which can extend handling time for on-order items.