Warranty Policy

*Last updated: July 2026*

1. Manufacturer Warranty

All product warranties (for panels, inverters, batteries, EV chargers, mounting systems and other equipment) are provided directly by the original manufacturer under their own published warranty terms. Helionis Limited does not manufacture any product we sell, and does not independently extend, alter, or shorten any manufacturer's warranty terms.

2. Helionis Support (Our Role)

As distributor, our role in the warranty process is to:

• Provide the manufacturer's current warranty terms and documentation at the point of sale (via each product's datasheet and Warranty tab).
• Receive and route warranty claims to the correct manufacturer or supplier warranty process on your behalf.
• Keep you updated on claim progress where the manufacturer's process doesn't provide direct customer-facing tracking.

We do not independently assess whether a fault is covered — that determination is made by the manufacturer under their own warranty terms, though we will advocate on your behalf where a claim appears to have been incorrectly declined.

3. Warranty Claims Process

1. Contact Support with your order number, the product's serial number (where applicable), and a description of the fault.

2. We confirm the correct manufacturer warranty channel for that product and route the claim.

3. The manufacturer (or, in some cases, the original supplying wholesaler acting on the manufacturer's behalf) assesses the claim under their own terms.

4. We keep you updated and assist with any documentation the manufacturer requests.

4. Installation Requirements

Manufacturer warranties are typically conditional on correct installation by a qualified professional, in accordance with the manufacturer's installation manual and applicable electrical regulations. A warranty claim may be declined by the manufacturer if the installation did not meet these conditions — this is a manufacturer decision, not a Helionis Limited policy, and is outside our control.

5. Installer Responsibility

Installation quality, system design, and compliance with local electrical and building regulations are the responsibility of the installer, not Helionis Limited. If you are a private customer using a third-party installer, any dispute about installation quality is between you and your installer — we can assist with product-level warranty routing but cannot adjudicate installation disputes.

6. Replacement Process

Where a manufacturer approves a warranty claim resulting in a replacement unit, delivery of the replacement follows our standard Shipping Policy. Depending on the manufacturer's own process, you may need to return the faulty unit before or after receiving the replacement — we will confirm which applies for your specific claim.

7. Exclusions

Manufacturer warranties typically exclude, and Helionis Limited cannot override:

• Damage from incorrect installation, misuse, or unauthorised modification.
• Normal wear and tear, or degradation within manufacturer-published performance tolerances (e.g. expected panel output degradation over time, which is not a defect).
• Damage from external causes (lightning, flooding, physical impact, rodent damage, etc.) unless separately covered by your own insurance.
• Consequential losses (e.g. lost generation revenue) arising from a warranty fault, except where required by law.

8. Commercial Installations

Products used in commercial or multi-unit installations may be subject to different (often shorter, or usage-tiered) warranty terms than residential use — check the specific manufacturer's commercial-use warranty terms before specifying a product for a commercial project, as residential warranty terms shown by default on our product pages may not apply.

9. Battery Warranty

Battery warranties are typically expressed as the earlier of a time period (e.g. 10 years) and a cycle count or throughput limit (e.g. a stated number of charge/discharge cycles or total kWh throughput) — check both figures on the specific product's datasheet, as either can be the limiting factor depending on usage pattern.

10. Inverter Warranty

Inverter warranty terms vary significantly by brand and model, and some manufacturers offer paid warranty-extension options beyond the standard term — check the specific product's datasheet, and ask your account manager about extension options if relevant to a commercial project's financing requirements.

11. Solar Panel Warranty

Solar panel warranties are typically split into two separate figures with different lengths:

• Product warranty — covers manufacturing defects in the physical panel.
• Performance warranty — guarantees a minimum power output percentage over a longer period (commonly 25–30 years), with gradual, expected degradation built into the guaranteed curve rather than being a defect claim.

Both figures are shown separately in the Specifications table on each panel's product page, sourced from the manufacturer's datasheet.